Remote Support Billing?

[DocMartigan]

Hey gang,

Been doing some searching and have not found anything quite specific to my situation. I own a small computer repair shop. We have a few business clients, but 98% home users.

I have been toying with the idea of remote support, and just recently started using GoToAssist's trial. We have used it a few times to support our home customers in cases where they would have otherwise had to come back to the shop for us to help them.

It worked great, the customers were thrilled and I want to offer it as a service.

My big question before I offer it as a service:

1) How would you suggest I charge for remote support for home users? Mailing them an invoice seems risky. Putting everyone on a monthly plan isn't going to sell as well as one time charges. Is there a remote support option that includes some sort of payment module? All I've got right now is taking their CC info over the phone before we start, and then charging them once the session is over. But that is an awfully low tech start to my newly announced service.

Thanks for your help!

 

[creapure]

Instant housecall has a payment module, not sure if any other support software does.

 

[Xander]

I use Screenconnect for my remote work and invoice them for remote work. Now, in my case, almost every remote job I do is with an existing customer and I have never had a problem with them just popping a cheque in the mail or clicking the link in the invoice to pay me by Paypal.

I don't offer monthly plans for remote hours but other folks do. So few customers need me for more than a quick fix here and there but it wouldn't be worthwhile for them to pay monthly. They also like that I bill a 30-min minimum remotely rather than 60 when on-site so they save some bucks.

I'm probably in the minority in that, if it only takes me a minute to change their screensaver or whatever, I don't bill at all. I see that as "value added" and it really seems to keep them coming back when I'm not nickle and diming them on every possible fix.

 

[PBComputer]

probably in the minority in that, if it only takes me a minute to change their screensaver or whatever, I don't bill at all. I see that as "value added" and it really seems to keep them coming back when I'm not nickle and diming them on every possible fix.

I'm with you, if it only takes a few minutes, it's not worth invoicing for it. Normally clients say next time I'm to add extra for the remote work, or place a fist full of cash in my hand.

 

[DocMartigan]

Thanks for the replies!

I will have to look at instant housecall. I see they take paypal, but even that may be over the head of some of my customers, I wonder if they have just a CC entry option. Most of my customers still like writing checks

Just downloaded the trial to ScreenConnect also. Xander, that is primarily what I am planning on using it for, wanting it came from driving to the other side of town for a 2 minute fix (literally just restoring something from recycle bin).

I may just have to try mailing them a bill if it is anything more than a quick fix (I don't plan on doing things like virus removal remotely quite yet), who knows, my faith in humanity may be restored

 

[callthatgirl]

1) How would you suggest I charge for remote support for home users? Mailing them an invoice seems risky. Putting everyone on a monthly plan isn't going to sell as well as one time charges. Is there a remote support option that includes some sort of payment module? All I've got right now is taking their CC info over the phone before we start, and then charging them once the session is over. But that is an awfully low tech start to my newly announced service.

I would alert them that you will start having them pay for the general service prior to the appointment online via credit card. That secures the appointment and you give them a 24 hour cancellation.

Not sure of any modules, but this method works for me great. My clients and new clients respect my time and that I need payment prior. They can pay online if you set that up and refund after the job is done if you need to.

If you use Mhelpdesk, you can invoice them after and they can pay on paypal or...you can preauthorize the visit on paypal and secure the total afterwards.

Also...I have a podcast on Podnutz and my next show is about General Operation of remote support, give it a listen, should be up next week one day.

A tip from me, you should never have to chase your money! I have chased money for years and finally gave up and require everyone to pay NOW.

 

[Lewis]

Chasing money

Yes! Chasing money sucks! Pay now scenario has been working much better for me...No more $40.00 deposits and then sitting on a pc or laptop for weeks. I would much rather refund a portion of the service cost than chase a few 20's around.

 

[callthatgirl]

And Lewis...pure strangers give me deposits or prepay. So the theory that people don't trust is pure BS. I get actually $500 to $1500 from strangers for projects, never met them in person.

winning.

 

[Instant Housecall - Corey]

Thanks for the replies!

I will have to look at instant housecall. I see they take paypal, but even that may be over the head of some of my customers, I wonder if they have just a CC entry option.

We do PayPal out of the box since it's so common, and you can accept Visa/Mastercard/Amex via PayPal as well. If you want to use something other than PayPal, we can integrate with any shopping cart that has an open API -- or if you prefer, directly with your website.

I usually recommend that you connect to your customer first, take a quick look around, then give them an estimate or a quote and take payment during the session. That way you avoid posting a refund if it's something you can't fix, and it builds your customer's confidence.

 

[MotzTech]

I run an E-store for home user repairs. They can purchase the service right on the store beforehand and then I do the repairs. I used ECWID to power it.

If you want to take a look at my store, you can see it here

MODS: I posted my store for example purposes, but if you feel is violates the no advertising policy feel free to remove it.

 

[Nossy Drelich]

Thanks for the replies!

I will have to look at instant housecall. I see they take paypal, but even that may be over the head of some of my customers, I wonder if they have just a CC entry option. Most of my customers still like writing checks

Just downloaded the trial to ScreenConnect also. Xander, that is primarily what I am planning on using it for, wanting it came from driving to the other side of town for a 2 minute fix (literally just restoring something from recycle bin).

I may just have to try mailing them a bill if it is anything more than a quick fix (I don't plan on doing things like virus removal remotely quite yet), who knows, my faith in humanity may be restored

I have done virus removal and even an OS reinstallation using teamviewer. It worked quite well actually.

 

[MvP Technology]

I also recommend PayPal for reoccurring payments and one time payments

 

[myleso]

For subscriptions, we build online forms using Gravity Forms and connect them to Stripe. Gravity Forms has a Stripe add-on built in. It also has Authorize.Net and PayPal add-ons but we prefer Stripe.

 

[16bwhitt]

I run an E-store for home user repairs. They can purchase the service right on the store beforehand and then I do the repairs. I used ECWID to power it.

If you want to take a look at my store, you can see it here

MODS: I posted my store for example purposes, but if you feel is violates the no advertising policy feel free to remove it.

Have you ever considered using another online eCommerce platform? What made you go with ECWID?

I have looked at shopify, and thought it would be a solution for customers to purchase services from there for remote support

 

[MotzTech]

I'm actually moving away from ECWID. That's why the link is dead. I originally went with ECWID because it was easy to setup and configure. I just needed something simple at the time. It was also a bit cheaper back then.

Come January i'm switching all my ordering over to WHMCS. Originally it was just going to be for my subscription services, but once I saw how powerful it was I decided to switch everything over.

Here's my current E-commerce solution if your interested in taking a look.

https://www.motztech.com/portal

 

[tucsonpc]

Paypal is a common and easy to use solution, which I like. However, lately I'll generate an invoice via squareup.com since I use them to handle my CC processing. Simple enough and the transaction is already included in the paperwork that I'm already running.

Also, since I'm still super small, I have the free RepairShopr plan which includes 25 tickets/invoices per month. I'm still getting that all set up, but I'll give it a whirl with the next round of billing.

 

[Thedog]

I would never do it "large-scale" for strangers. I bill every 30-min and usually I have met the client, shaken their hands and maybe even eaten dinner with them before I enter a remote session which means that payments aren't usually the problem. New clients always call and say that " I got referred to you by XX" and that usually means I take the risk of doing remote support without knowing the client before hand.

I've actually had some stranger that found me on Google and pretty much all of them has paid, but I guess you have to judge the call. If remote support would be my main source of income I would have the pay beforehand like a pre-paid phone card, buy 120 minutes and you deduct let's say a starting fee plus a running minute/quarter fee.