How to grow your restaurant business with digital signage

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There is no denying that digital menus are on the rise in fast casual and quick service restaurants. In fact, the use of digital signage in these locations is moving from a luxury to a necessity. The freedom and opportunity that digital signage offers to restaurants is critical to a healthy, growing business. In a new eBook, we’ve put together 6 ways the use of digital signs can help grow your restaurant business. Check out 3 of these tips now:

  1. Quick content updates – Quickly change content to reflect menu changes (especially for restaurants that move from breakfast to lunch to dinner menus), add nutritional info, and even comply with healthcare laws. Wendy’s recently declared that ‘content is king’ when it comes to digital menu boards – fresh, relevant, interactive content is the key to keeping your customers engaged.
  1. Remote management – Less time and resources required to maintain and update your menu boards with software that allows you to manage from anywhere that has an Internet connection. With digital menu boards, you’ll no longer need to send technicians out every time a problem arises because you can simply troubleshoot from where you are. Platforms like LogMeIn Central delivers powerful remote access that allows you to manage and maintain all of your digital signs through safe, secure connections.
  1. Reduced costs – The integration of digital menu boards into your restaurant can immediately reduce the cost of producing printed menus and dramatically simplify making price changes and updating food items including the employee labor it takes to execute those tasks. With digital screens, you install the hardware once, and remote management software allows you to control menu boards for all of your restaurants from your location.

Digital signage has become a critical piece of owning and running a fast casual or quick service restaurant. From the ease of operating and consistency in message to the reduced costs and increase in sales, the adoption of digital menu boards is inevitable in the industry. By using digital menu boards, restaurants can focus more on quality menu items and customer support, rather than logistical issues associated with traditional signage.

Check out the complete eBook for all 6 tips on how to scale your restaurant’s growth with the use of digital menu boards.

         

LogMeIn Announces Second Quarter 2015 Results

Boston, July 23, 2015 – LogMeIn, Inc. (NASDAQ: LOGM), a leading provider of cloud based connectivity, today announced its results for the second quarter ended June 30, 2015.

Second quarter 2015 highlights include:

  • Revenue was $64.8 million, up 18% compared with the second quarter of 2014
  • Adjusted EBITDA was $14.6 million and adjusted EBITDA margin was 22.6%, versus $11.5 million and 20.8% in the second quarter of 2014
  • Non-GAAP net income was $9.1 million, or $0.35 per diluted share, as compared to $7.3 million, or $0.29 per diluted share, in the second quarter of 2014
  • GAAP net income was $2.4 million, or $0.09 per diluted share, as compared to GAAP net income of $1.3 million, or $0.05 per diluted share, in the second quarter of 2014
  • Non-GAAP cash flow from operations was $22.4 million and 35% of revenue in the second quarter of 2015
  • Total deferred revenue was $136.0 million, up 26% year-over-year
  • The Company closed the quarter with cash, cash equivalents, and short-term investments of $236.5 million

“We’re pleased to report another very good quarter, with revenue and earnings that exceeded the high-end of our guidance while generating particularly strong cash flow,” said Michael Simon, CEO and Chairman of LogMeIn. “Our Collaboration, IT Management and Service Cloud businesses all performed well, and we believe we made significant progress on join.me and Xively, our key strategic growth initiatives.  As a result, we are raising our guidance for both revenue and earnings per share.”

Business Outlook   

Based on information available as of July 23, 2015, the Company is issuing guidance for the third quarter 2015 and fiscal year 2015.

Third Quarter 2015:  The Company expects third quarter revenue to be in the range of $68.8 million to $69.3 million.

Adjusted EBITDA is expected to be in the range of $18.0 million to $18.5 million.

Non-GAAP net income is expected to be in the range of $11.0 million to $11.3 million, or $0.43 to $0.44 per diluted share.  Non-GAAP net income excludes an estimated $7.9 million in stock-based compensation expense, $500,000 in litigation related expense, and $1.9 million in acquisition related costs and amortization.

Non-GAAP net income for the third quarter assumes an effective tax rate of approximately 30%. Non-GAAP net income per diluted share for the third quarter of 2015 is based on an estimated 25.7 million fully-diluted weighted average shares outstanding.

Including stock-based compensation expense, litigation related expense, and acquisition related costs and amortization, we expect to report GAAP net income in the range of $4.5 million to $5.0 million, or $0.18 to $0.19 per share.

GAAP net income for the third quarter assumes an effective tax rate of approximately 15%. GAAP net income per share for the third quarter of 2015 is based on an estimated 25.7 million weighted average shares outstanding.

Fiscal year 2015:  The Company expects full year 2015 revenue to be in the range of $265.0 million to $266.5 million.

Adjusted EBITDA is expected to be in the range of $63.0 million to $65.0 million.

Non-GAAP net income is expected to be in the range of $38.9 million to $40.4 million, or $1.51 to $1.57 per diluted share. Non-GAAP net income excludes an estimated $28.7 million in stock compensation expense, $5.7 million in litigation related expense, and $8.1 million in acquisition related costs and amortization.

Non-GAAP net income for the full fiscal year 2015 assumes an effective tax rate of approximately 30%.  Non-GAAP net income per diluted share for 2015 is based on an estimated 25.7 million fully-diluted weighted average shares outstanding.

Including stock compensation expense, litigation related expense, and acquisition related costs and amortization, we expect to report GAAP net income in the range of $11.1 million to $12.9 million, or $0.43 to $0.50 per diluted share.

GAAP net income for the full year assumes an effective tax rate of 15%.  GAAP net income per share for 2015 is based on an estimated 25.7 million weighted average shares outstanding.

A reconciliation of the most comparable GAAP financial measures to non-GAAP measures used above is included in the tables attached to this release.

Conference Call Information for Today, Thursday, July 23, 2015

The Company will host a corresponding conference call and live webcast at 5:00 p.m. Eastern Time today.  To access the conference call, dial 888-452-4023 (for the U.S. and Canada) or 719-325-2393 (for international callers) and enter conference ID 5298156.  A live webcast will be available on the Investor Relations section of the Company’s corporate website at www.LogMeInInc.com and via replay beginning approximately two hours after the completion of the call until the Company’s announcement of its financial results for the next quarter.  An audio replay of the call will also be available to investors beginning at approximately 8:00 p.m. Eastern Time on July 23, 2015 until 8:00 p.m. Eastern Time on July 31, 2015, by dialing 888-203-1112 (and entering passcode 5298156).

Non-GAAP Financial Measures

This press release contains non-GAAP financial measures including adjusted EBITDA, adjusted EBITDA margin, non-GAAP operating income, non-GAAP income before provision for income taxes, non-GAAP provision for income taxes, non-GAAP net income, non-GAAP net income per diluted share and non-GAAP cash flow from operations.

Adjusted EBITDA is GAAP net income excluding income tax (benefit) expense, interest income, and other income, net, depreciation and amortization, acquisition related costs, stock-based compensation expense, and litigation related expense.  Adjusted EBITDA margin is calculated by dividing adjusted EBITDA by revenue.  Non-GAAP operating income excludes acquisition related costs and amortization, stock-based compensation expense, and litigation related expense. Non-GAAP provision for income taxes excludes the tax impact of acquisition related costs and amortization, stock-based compensation expense, and litigation related expense. Non-GAAP net income and non-GAAP net income per diluted share exclude acquisition related costs and amortization, stock-based compensation expense, and litigation related expense. Non-GAAP cash flow from operations excludes payments and receipts related to litigation related costs, and acquisition related payments.

The exclusion of certain expenses in the calculation of non-GAAP financial measures should not be construed as an inference that these costs are unusual or infrequent. We anticipate excluding these expenses in the future presentation of our non-GAAP financial measures. The Company believes that these non-GAAP measures of financial results provide useful information to management and investors regarding certain financial and business trends relating to the Company’s financial condition and results of operations. The Company’s management uses these non-GAAP measures to compare the Company’s performance to that of prior periods and uses these measures in financial reports prepared for management and the Company’s board of directors. The Company believes that the use of these non-GAAP financial measures provides an additional tool for investors to use in evaluating ongoing operating results and trends and in comparing the Company’s financial measures with other software-as-a-service companies, many of which present similar non-GAAP financial measures to investors. The Company does not consider these non-GAAP measures in isolation or as an alternative to financial measures determined in accordance with GAAP. The principal limitation of these non-GAAP financial measures is that they exclude significant elements that are required by GAAP to be recorded in the Company’s financial statements. In addition, they are subject to inherent limitations as they reflect the exercise of judgment by management in determining these non-GAAP financial measures. In order to compensate for these limitations, management of the Company presents its non-GAAP financial measures in connection with its GAAP results. The Company urges investors to review the reconciliation of its non-GAAP financial measures to the comparable GAAP financial measures, which it includes in press releases announcing quarterly financial results, including this press release, and not to rely on any single financial measure to evaluate the Company’s business.

Reconciliation tables of the most comparable GAAP financial measures to the non-GAAP measures used in this press release are included in this release.

About LogMeIn, Inc.

LogMeIn, Inc. (NASDAQ:LOGM) simplifies how people connect to each other and the world around them.  With millions of users worldwide, our cloud-based solutions make it possible for people and companies to connect and engage with their workplace, colleagues, customers and products anywhere, anytime. LogMeIn is headquartered in Boston with offices in Bangalore, Budapest, Dublin, London, San Francisco and Sydney.

Cautionary Language Concerning Forward-Looking Statements

This press release contains “forward-looking statements” within the meaning of the “safe harbor” provisions of the Private Securities Litigation Reform Act of 1995, including but not limited to, statements regarding the popularity, value and effectiveness of the Company’s products and services, progress regarding the Company’s key strategic growth initiatives, and the Company’s financial guidance for fiscal year 2015 and the third  quarter of 2015. These forward-looking statements are made as of the date they were first issued and were based on current expectations, estimates, forecasts and projections as well as the beliefs and assumptions of management. Words such as “expect,” “anticipate,” “should,” “believe,” “hope,” “target,” “project,” “goals,” “estimate,” “potential,” “predict,” “may,” “will,” “might,” “could,” “intend,” variations of these terms or the negative of these terms and similar expressions are intended to identify these forward-looking statements. Forward-looking statements are subject to a number of risks and uncertainties, many of which involve factors or circumstances that are beyond the Company’s control.  The Company’s actual results could differ materially from those stated or implied in forward-looking statements due to a number of factors, including but not limited to, dependence on the software market and the specific markets the Company’s products participate in, customer adoption of the Company’s solutions, the Company’s ability to attract new customers and retain existing customers, adverse economic conditions in general and adverse economic conditions specifically affecting the markets in which the Company operates, the inherent risks and uncertainties of pending or future litigation, the security of the Company’s confidential information and the confidential information of the Company’s customers, the Company’s ability to continue to promote and maintain its brand in a cost-effective manner, the Company’s ability to compete effectively, the Company’s ability to develop and introduce new products and add-ons or enhancements to existing products, the Company’s ability to manage growth, the Company’s ability to attract and retain key personnel, the Company’s ability to protect its intellectual property and other proprietary rights, and other risks detailed in the Company’s other publicly available filings with the Securities and Exchange Commission. Past performance is not necessarily indicative of future results. The forward-looking statements included in this press release represent the Company’s views as of the date of this press release. The Company anticipates that subsequent events and developments will cause its views to change.  The Company undertakes no intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise. These forward-looking statements should not be relied upon as representing the Company’s views as of any date subsequent to the date of this press release.

LogMeIn, LogMeIn Central, LogMeIn Pro, LogMeIn Rescue, join.me, Cubby, AppGuru, Xively, Meldium and BoldChat are trademarks or registered trademarks of LogMeIn in the US and other countries around the world.

Contact Information:
Investors
Rob Bradley
LogMeIn, Inc.
781-897-1301
rbradley@LogMeIn.com

Press
Craig VerColen
LogMeIn, Inc.
781-897-0696
Press@LogMeIn.com

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Effective Mobile Engagement 2015: Mobile Phone vs. Tablet: Primary Device Choice Matters

After releasing last year’s report on mobile engagement, a number of readers suggested we take a look at whether there was any difference between the behavior of mobile phone users and that of tablet users. We agreed, so in this year’s survey, we asked questions about a user’s primary device. As it turns out, this factor impacts both how frequently respondents use a device, and how they use it.

For one thing, survey results showed that tablet users, as well as those who use both phone and tablet devices equally, are more likely to be frequent mobile engagers.

EME_Figure_15

Given that tablets aren’t generally used for phone calls, this should dispel the notion some might have that mobile engagement means simply taking customer calls from mobile phones. Companies that want to get serious about mobile engagement need to include the text-based channels associated with smartphones and tablets – social, text, chat and email – in their planning.

Another interesting finding from this year’s survey is that those who consider tablets their primary device, or who place equal weight on both their tablet and their phone, tend to be bigger spenders. This may be because tablets have a form factor that makes it easier to shop online. Also noteworthy, those who use their tablet and mobile phone equally are more likely to own an internet-connected device (like a home security system, thermostat or sprinkler system).

We probed respondents about whether expectations were different for live chat engagements than for engagement across all channels. We found that dual-device users (i.e., those giving equal preference to a mobile phone and a tablet) are more likely to say that their expectations about live chat engagements and support engagements across all channels change, simply because they’re occurring on a mobile device. Here’s what they said became more important:

EME_Figure_19

The bottom line: dual device users are more likely to engage with companies from mobile devices, and they have different expectations about each mobile device experience. Those devising a mobile engagement strategy would do well to keep this in mind.

These are other findings from our survey are detailed in the BoldChat research report, Effective Mobile Engagement 2015, which can be downloaded here.

         

Small business, sans office: how virtual office technology changes everything

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Virtual offices are helping many small businesses move away from large central workspaces. Here are five ways in which technology is making it possible for you and your employees to pretty much work from anywhere:

  1. Secure connections: With a laptop and connection to the ‘net, you’re all set, right? Not exactly. If employees are accessing company files and apps, you need to make sure they’re doing so securely. That’s where virtual private network (VPN) and two-factor authentication tools come into play to ensure that you’re just as secure as if you were in the office.
  2. Shake up support: Whether you’re providing tech support for your employees or customers, a support organization no longer needs to be run out of a centralized helpdesk or call center. With remote support tools like LogMeIn Rescue, your support experts can access employee and customer devices (including mobile devices) from anywhere, at any time.
  3. Say no to big hardware: The virtual office doesn’t just do away with the front office; it’s replacing the back office as well. Through third-party providers, you can access all the storage space and bandwidth you need, when you need it, for as long as you need it.
  4. While you’re at it, say no to big software: With so many SaaS offerings out there, you can take care of pretty much any business function you need by just signing up online. With so much available through the cloud, your employees can be productive wherever they are, and on any device they choose to use. (And you’re not on the hook for managing, maintaining, and supporting big software.)
  5. Forget about backups: Advanced, secure, centrally managed backup software now protects all your organization’s computers, no matter where they’re located. This let’s you scale up or down to easily back up all the devices in your organization. And you can forget about employees forgetting to backup. It’ll all be taken care of.

These are just a handful of the technologies that are making virtual offices viable for small business. In addition, video conferencing and smartphones are also helping small businesses grow while keeping the costs of maintaining a large central office down. Whether you’re considering a virtual office, or working remote policy, ensure your employees are set up with the right technology to be secure, efficient, and just as productive as if they were in the building.

 

         

Summer Superstar: 5 Tips for Staying Productive While Working from Home

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We recently conducted research that found that 80% of people worked remotely in the past six months. During the summer months, it’s likely that number is even higher as people travel for vacations, long weekends, or just crave a day out of the office. Many of that 80% spend a significant amount of time working remotely – over half worked between and 1 and 10 hours from outside the office. We’re not just talking about checking an email here and there. People rely on their ‘work from home’ time to be as productive as possible to maintain that work/life balance.

Since we know it can be a challenge to work from home when you’re typically an office employee, we’ve pulled together these 5 tips that help us be productive when we work from home.

  1. Act like you’re going to work– Don’t simply roll out of bed, sit down in your pajamas, and turn on your computer. Start your day like you would if you were actually going to work. If you normally go for a walk or workout, do that. Eat breakfast, shower, and get properly dressed before sitting down to work. You’ll be off to a much fresher start when you’re mentally prepared.
  2. Create a desk – Even if you don’t have a desk, create a workspace for yourself. Your kitchen table will probably work well – assuming there aren’t a bunch of people milling around all day. Make sure the table you use is cleared off of junk, mail, and clutter. Have your computer and charger there, along with your phone, a notebook, pen, post-its, and anything else you might need during the day.
  3. Get the access you need – Whether you need to remotely access your computer at work, have VPN setup, or access to accounts you use on a daily basis (such as Salesforce, MailChimp, InVision, etc), and make sure you have that access BEFORE you leave the office. When you do, your transition to working from home will be seamless.
  4. Have a plan – At home, distractions can be inevitable so it’s helpful to have a to-do list for the day. Start the day by writing down what you’d like to accomplish and then work from there.
  5. Communicate – Make a concerted effort to communicate with your team members while remote.  Use e-mail, instant messaging, and online meetings to connect with colleagues. You might find you communicate with them more while you’re out of the office!

If you plan to work from home consistently, consider some of the luxury items that make you most productive in the office, like a bigger, second monitor, a mouse, a headset for your phone, and more. However, for a day working from the beach house or your backyard, these 5 tips will ensure your day is just as productive as those in the office.

         

Effective Mobile Engagement 2015: The Greatest Predictor of Frequent Mobile Engagement: the IoT

We’ve been hearing a lot of buzz – and plenty of hype – about the Internet of Things (IoT), and it’s pretty clear it’s one of the most significant technological trends of today. With the IoT taking off, we wanted to determine just how it’s impacting how customers are using their mobile devices to communicate with companies for support, product research, and product purchases. To this end, we asked respondents in our recent survey on mobile engagement about their ownership of Internet-connected products. Specifically, we asked about appliances, security systems, thermostat/AC control, sound systems, lighting, sprinkler systems, and locks.

One of the most interesting results we found was that, of all the factors we looked at – age, gender, income, etc.– ownership of an Internet-connected device was the best predictor of frequent mobile engagement. Having one or more IoT products increased the likelihood by as much as 46%. Other factors also had predictive value. Not surprisingly, younger respondents were more apt to be engaged on their mobile devices than older folks. But no factor moved the needle as much as IoT ownership.

We also wanted to drill down on one particular mobile engagement channel: live chat. While 64% of the entire surveyed population (5,000+ respondents, worldwide) had participated in live chat, 69% of those who owned an IoT product were live chat users. They were more apt to frequently engage in chat via their mobile phone or tablet, and were also more receptive to saying ‘yes’ when invited proactively to engage in live chat. Here’s the breakdown of how the most frequent mobile chat engagers (across the entire respondent population and among IoT owners) used chat. In every category, IoT device owners lead the way.

EME_Figure_13

Given that so many IoT products have mobile apps that enable their users to monitor and interact with them, it’s not surprising that connected-product owners would opt for mobile engagement. Their interest in live chat demonstrates the value of this channel in reaching these consumers quickly and efficiently.

If you’d like to read more about this and other findings from our mobile engagement survey, download the BoldChat research report, Effective Mobile Engagement 2015.

         

Effective Mobile Engagement 2015: Putting a Value on Mobile Engagement

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In our recent survey on mobile engagement, we asked respondents a number of questions about their mobile spending habits. Our goal was to come up with a rough approximation of just what mobile engagement is “worth”, and what’s at stake for vendors who fail to provide their customers with an excellent mobile experience.

Among our survey population – 5,000+ individuals, worldwide – 84% conducted some type of mCommerce transaction in the past year. For those who made a mobile-based purchase, the aggregate spending was between $1.4 and $3.4 million. We also asked those who’d shopped via mobile to think about their most recent transaction, and found that 24% had had a previous mobile engagement with the vendor.

 

EME_FIgure_6b

Offering these shoppers a less-than-excellent mobile experience could have put an actual purchase at risk. For our survey population, the 24% risk factor would translate into $342K to $805K. But, if you think about the hundreds of billions of dollars the mCommerce market is valued at, there’s a lot at stake if a vendor doesn’t get the mobile experience right. Will the consumer still make their purchase? More than likely they will, but some spending may evaporate. And even more likely, a significant proportion will go to another vendor that’s doing a better job with mobile engagement.

It’s also interesting to note that respondents who’d had a previous mobile engagement with the vendor spent nearly 20% more than those who’d gone directly to the purchase phase. Bottom line: mobile engagement matters.

Full survey results are detailed in our research report, Effective Mobile Engagement 2015.

         

[INFOGRAPHIC] The Evolution of Work

How we get work done has changed dramatically over the last 10 years. At that point, almost 50% of people were still tied to their desks to complete work effectively, and offices were topped with a desktop computer, printers, and even fax machines. Now you’re hard pressed to find a fax machine, and maybe even a printer in your office. This is because we rely on cloud app technology that allows us to conduct business in the cloud. In fact, 56% of people use financial or bookkeeping cloud apps for work and more than half use productivity apps like project management or file sharing.

The rise of cloud apps has transformed the concept of an office; work is no longer defined by four walls and a desk with your nameplate. Nearly 80% of people worked remotely in the last six months, and almost all (96%) businesses see mobility as important for employees to be productive and efficient in today’s workplace.

We recently surveyed 1,000 full-time employees across the United States to define how they used to work and how they work now, and compiled results in an infographic. Check out the full infographic  below and stay tuned for more tips on how to keep up with new technology and tools to keep employees productive from anywhere.

LogMeIn_Evolution_of_work (2)

         

Effective Mobile Engagement 2015: Mobile Engagement Continues its Rapid Growth

In what’s becoming an annual event, we recently completed the second edition of Effective Mobile Engagement, a report based on a comprehensive survey of more than 5,000 respondents from around the world. Last year, in our inaugural report, we found that mobile engagement – customers communicating with companies via their mobile devices – was happening more often than we had anticipated. We were pretty confident that this year’s survey would find that mobile engagement was continuing to grow. (It did.) But we also wanted to explore how and where it where it was growing.

One way we did this was by asking respondents about eight different scenarios, both support and mCommerce. Across the board, they indicated that they were using their mobile devices more frequently than they had when compared to the year before. Growth was significant for each scenario, especially so when it came to product research and actual product purchase. It’s also important to call out that these numbers represent respondents who use mobile engagement often or all the time, not just on occasion. Companies need to note that, with results like these, it’s pretty clear that customers are increasingly looking to communicate with them through their mobile devices.

 

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We also wanted to see just where mobile engagement was occurring. Across our five geographies – USA, European Union, Latin America, Canada, Australia/New Zealand – each of the mobile engagement scenarios experienced growth. One interesting finding: mobile engagement is not as widespread in Canada and Australia/New Zealand as it is elsewhere.

The survey also continues to show that, whether for support or shopping, those engaging via mobile device tap a variety of channels. While phone and e-mail continue to dominate, other channels are also used. Of these – live chat, text messaging, social media, and video chat – live chat is the most popular for both support and mCommerce. Video chat was a new channel added to this year’s survey. While its usage is not yet that high (6%), this will be an interesting one to keep an eye on.

We’ll be exploring some of the other key survey findings – just what mobile engagement is worth, the role of the Internet of Things, smartphone vs. tablet use, and how satisfied customers are with mobile engagement – in upcoming posts. If you’d like to see the entire Effective Mobile Engagement 2015 report, download it here.

         

Five tips for turning service incidents into sales opportunities

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Thanks to social media and review sites, when someone has a less-than-positive support experience, the experience is shared with everyone on the Internet. On the other hand, positive support experiences, while they’re not as likely to get as much publicity, can make your customers or prospects more receptive to upsell or cross-sell opportunities.

Check out these five tips that we have found to help improve service incidents:

  • Pull together an FAQ: Users may not want to read through a manual or an instruction site, but they’ll look through a brief list of frequently asked questions (FAQ). Chances are that a FAQ will have the answer they’re looking for. To jumpstart your FAQ creation, talk to your early adopters and find out what glitches they’ve found. We find it helpful to begin an FAQ when our product is in beta, and allow the FAQ to evolve over time.
  • Publish all your self-service items: Though FAQs are a great first step, publish your technical information for your more hands-on customers. This includes manuals, quick-start guides, and any applicable downloads (drivers, runtime modules). Even though some customers like the DIY approach – it definitely requires some support!
  • Offer multiple support channels: Some folks are comfortable with phone and e-mail, others prefer text and chat for support. By offering a variety of channels, the customer can choose the channel they would like to use, helping drive customer satisfaction.
  • Keep good support records: If you maintain detailed records of all support interactions, you’ll be better able to analyze the source of problems (and use the info to keep your FAQ up to date). A lot of remote support tools, like LogMeIn Rescue, can pull very detailed customized reports. This helps save your technicians time from having to manually document each session, and gives you the ability to quickly reference specific details from any session – even a session from over two years ago!
  • Show (don’t tell) your customers: Customers aren’t always good at explaining exactly what they’ve been doing or exactly what they’re seeing. Use a video-enabled remote access/remote control tool to see exactly what your customers are seeing, and show them first-hand how you’re fixing the problem for them.

While these tips may not look like they have a direct connection to selling opportunities, positive support interactions have a direct impact on customer loyalty. Positive support interactions will also increase the likelihood that your customers will turn to you for further products and services, and maybe even refer a friend!