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The Right Way: Support.com Does Tech Support Anywhere, and Their Employees Are Everywhere

By: Steve Stormoen / Monday, October 29, 2012

Our series "The Right Way" profiles RightSignature power users, revealing their success secrets and the technology tools they use every day.



Support.com is so effective at tech support, they may have already serviced your computer, phone, tablet or network, and you didn't even know it was them. After years of experience with consumer technology services, Support.com has expanded into partnerships with some big names in both retail stores and broadband services to bring top-of-the-line tech support to the people. RightSignature's Steve Stormoen sat down with Support.com HR Director Ericka Tate to learn more about this quietly spectacular company and their ambitiously large remote workforce.

What's the story of Support.com?

Ericka Tate: Basically, we fix computers. But now everything works like a computer. So when something goes wrong with your PC, Mac, tablet or smartphone, you've got a virus or you need a tune-up, or you need help getting your wireless network set up, we're able to remotely connect and take care of all that.

We provide our services to consumers and small businesses in two ways: first, under our own name as Support.com, and secondly, through white label partnerships with a lot of different companies that include leading retailers, broadband service providers and technology companies. Their customers don't necessarily don't know that it's us, but that's the beauty of a white label partnership. They don't know who we are and they don't really need to. They just need to know that they can go to the local big box store and get their computer fixed.

We started those partnerships in retail world, but more recently we've expanded into broadband world as well. Support.com started 12-13 years ago, but back then we were known as SupportSoft, and we did software development. In 2009, we sold that part of the company and set off on our path exclusively as a consumer technology services company. We now have over 1100 employees and the vast majority—80 to 90% of them—work remotely. I lead the HR functions for the company, and that gets to be quite a task.

How do you use RightSignature?

ET: RightSignature is essential to me and my team. Like I said, 90% of our employees work remotely. We have had to figure out a way to make it cost efficient to have a remote workforce. Back in the old days, when we started with a remote support workforce in 2007-08, we had to overnight paperwork back and forth because people at home don't necessarily have a fax machine. That's costly and not efficient and... well, there's a whole other list of things wrong with that. So we found RightSignature and now we use it to do our first day paperwork. We use it for other areas as well, for paperwork between legal and engineers, but the overwhelming majority is for our new hire paperwork. It's really essential to our onboarding process.

There have been times where we've had to hire 100 people in a week, which also means we have to onboard 100 people, all in a week. If you use RightSignature, it all happens at your pace. There's no waiting for FedEx guy to come, or freaking out when the fax machine is out of paper or is jammed or what have you. We're all about automation, and you just can't have the hiring ramps that we do if you've got paper everywhere.

The other great thing about RightSignature is the efficiency of it—every document comes back complete when you're able to use RightSignature versus email or fax. People always miss something when they do it manually. It allows for errors. When we get the paperwork back with RightSignature we know it's completed and every box that needs to be checked has been checked.

We used to have a different e-signature company we worked with as well, but they had a sort of dinosaur system. It wasn't accurate, and it allowed people to pass the things we needed them to fill out. We finally got rid of it and now use RightSignature for everything. So we've had experience with RightSignature as well as with other companies and we can honestly say that RightSignature is the best.

What has been your biggest success, and how did you get there?

ET: I speak from the staffing, human element from it, but my biggest success has been twofold. One is to be able to hire as many people as we've hired—hundreds and hundreds of employees, completely remotely. Today, we do most everything virtual, from hiring to training to our service, and not many companies are able to do that.

The other thing is that we hire throughout the US. I have 100 employees in Georgia that I've never met and probably never will. We as society are very driven by forms and paperwork, so completing I-9 forms and do payroll forms for everyone has not been easy. But to be able to say we have 900 employees where everything is 100% virtual is a great success.

My other great success has been designing that hiring process. I had to figure out how to get that I-9 in front of the new hire without sinking $100 in shipping costs. That's been a big success of mine, and something I take pride in.

What does the future hold for Support.com?

ET: When we were first penetrating the retail market, I would have never thought there would be space or room for us in broadband.

Now we're penetrating that market as well. 3 years ago it wouldn't have made sense to partner with a cable company, but now people don't just have a PC, they have their phones and their tablets, and people want their computer and their mobile devices all bundled together. So now, it makes perfect sense. With the premium of technology services we offer, I think the future for us is in markets we never would have dreamed of. I'm looking forward to seeing what the next broadband is—it's an exciting time for us.

As society gets more and more technology advanced, we will be there to grow with that. Devices will always get smaller and thinner and better but they will always need support. There will always be a level where the regular person's knowledge taps out, and they need to turn to the expert. Support.com is that expert.

In addition to RightSignature, which other online tools do you use the most?

ET: We use a lot of them because we have a virtual workforce. First, we use eVerify to verify employment for all our employees. And I couldn't go a day without our applicant tracking system, JobVite. Probably the other one would be HireRight, to do background checks on all our employees.

When you're dealing with people's computers, with their phones, you have to have a high standard for your employees, even if they work remotely.

Power User Tip: Saved Signatures

By: Steve Stormoen / Friday, October 26, 2012

Did you know you can draw your signature once and save it for future use in RightSignature? The Saved Signature feature is particularly useful for users who find themselves signing a high volume of documents, as well as those who want to make sure their signature looks just right every single time.

Here’s how to save a signature in RightSignature:
  1. Login to RightSignature, click Account, then Saved Signatures.
  2. Sign your name in the signature box. If you want, you can click “Retry” to erase your signature and try again.
  3. When you’re satisfied with your signature, click the “Save Signature” button.
  4. You may create multiple saved signatures if you wish.

After you have created a Saved Signature, each time you sign a document on RightSignature you will see a small Saved icon in the signature pad. Click the Saved icon, then click the image of your Saved Signature to apply it to the document.

Better Together: How PageLever uses RightSignature + Dropbox to Sign and Store Contracts

By: Steve Stormoen / Thursday, October 25, 2012

RightSignature’s ever-growing portfolio of integration add-ons empowers you to use your favorite online software together for even greater functionality. In our series Better Together, users share stories of how they’re putting add-ons to work.


Jeff Widman is the founder of PageLever, a company that provides Facebook analytics to heavy hitters such as YouTube, MTV, Intel, Mashable, and Salesforce, providing these industry-defining brands with new ways to drive more engagement with their Facebook fans. PageLever is used by 4 of the top 10 pages on Facebook.

PageLever uses RightSignature to send contracts to clients and employees. Fully utilizing the power of cloud software, the company also uses Dropbox to store and sync documents and Salesforce, Desk, and MailChimp for CRM, support, and mailing lists, respectively. With this cornucopia of cloud services, PageLever has contacts and documents in several different web applications. However, thanks to RightSignature’s integration add-ons, team members can access what they need from all these SaaS services effortlessly.

PageLever maintains sales leads in Salesforce, customer support contacts in Desk, and a complete user and prospect list in Mailchimp. Because he has activated the RightSignature add-ons for all of these services, whenever Jeff needs to send a sales contract or employee onboarding form for signature, he can simply start typing the recipient’s name – and RightSignature instantly searches all three databases and auto-suggests contacts. But Jeff’s favorite integration is with Dropbox: using this add-on, his executed RightSignature contracts are automatically backed up directly into his Dropbox cloud storage.

Jeff Widman of PageLever talks about how he uses RightSignature and the add-ons with his preferred online services:
We use RightSignature for client contracts as well as HR contracts. I make extensive use of the RightSignature reusable templates, so whenever we hire someone it's really fast to get them up to speed with a few template documents. And having my documents and contacts integrated across all my cloud software services—I’ve installed integrations with Desk, Dropbox, MailChimp, and Salesforce—is outrageously convenient.

In particular, I love the Dropbox integration. As soon as I’ve completed a contract, the finished copy is automatically filed in Dropbox. I don’t have to remember to save, sync, or anything; it just appears in the correct folder.”

iPad Mini Electronic Signature: Signing on the Go

By: Steve Stormoen / Thursday, October 18, 2012


Apple is announcing the new iPad Mini tablet, and the internet is, predictably, already drooling. At the smaller form factor, Apple hopes to make its gorgeous tablet more portable for ebook reading and web browsing on the go. However, the new iPad is more than just an entertainment device—with the proper apps, your iPad Mini can be an essential tool for your business and productivity.

Mashable recently named RightSignature their #1 business app for the iPad, and it’s not hard to see why. Electronic signatures are changing the way many people do business by bringing the familiar experience of a hand-signed legal document to the digital age—and make for a perfect fit with the iPad’s luxurious touch screen. With iPad Mini electronic signatures, you can truly go anywhere and still be able to do your job, signing and sending important documents and contracts instantly.

Sign on iPad Mini: Business Apps Make it Easy

Among business and productivity apps, electronic signatures have become a must-have, and the new iPad is the perfect platform for e-signing documents. Here are some of the awesome ways you can start signing on your iPad or iPad Mini right away.

  • Send documents for signature. Relax and take a deep breath: you’re no longer at the mercy of your fax machine! With iPad Mini electronic signatures powered by RightSignature, you can send your important contracts and documents to any client anywhere in the world, instantly and effortlessly.
  • Sign documents in person. With RightSignature’s iPad Mini app, you can prepare a document on your iPad and hand it over to the signer to sign right in front of you. Perfect for trade shows, medical forms, and HR employee onboarding.
  • Sign documents remotely. When you receive a RightSignature document to sign on the iPad in your email, clicking the link will bring you to a web browser with RightSignature’s renowned signing software, where you’ll be able to fill in text, check checkboxes, and sign documents on the touch screen with a legally binding electronic signature.
  • Track the progress of your sent documents. Logging into the RightSignature dashboard gives you access to the status of all your pending and completed documents. Download completed contracts, view statistics on your document turnover time, and send reminders to slacking signers with ease.

We’re rightly geeked up for the iPad Mini—promising a smaller form factor and Apple’s sleek retina display. Which iPhone Mini business apps are you most looking forward to using?

Batchbook & RightSignature: CRM with eSignatures for Small Business Superiority

By: Daryl Bernstein / Tuesday, October 16, 2012


Batchbook is a social CRM suite for a connected workplace. Batchbook recently relaunched with a brand new, rebuilt-from-the-ground-up product stuffed with new features, and RightSignature is happy to be on board.

Cloud-based and now sporting a slick, real-time interface, Batchbook tracks every conversation and communication you have with your business contacts to follow promising leads more easily and close deals more quickly. The icing on the cake is Batchbook’s social integrations, which display your contacts' most recent blog posts and tweets directly within their Batchbook contact profiles.

With RightSignature integration, Batchbook and RightSignature users can move straight from the sale to the signed paperwork with the power of instant, legally binding electronic signatures. Here’s how it works: After installing the integration by following the directions on our integrations page, simply log into RightSignature and send a document or template for signature. Begin typing the name of one of your Batchbook contacts in the Signer or CC boxes, and RightSignature will find and automatically suggest your Batchbook contacts to select for sending.

Pamela O’Hara, Batchbook President, says:
RightSignature is simple yet powerful, giving our users the ability to get documents signed online, create templates for standard contracts, and keep a secure archive of executed agreements. It’s an invaluable service for businesses looking to streamline the new customer onboarding process, and Batchbook and RightSignature make perfect integration partners.”
Batchbook was one of our first and favorite integration partners, sharing our passion for making tools to help businesses work better – Batchbook even co-founded the Small Business Web, a coalition of software tools for small businesses. Our integration with the new Batchbook empowers small business superiority.

The Right Way: LendFriend Replaces Old-School Loans with a Helping Hand

By: Daryl Bernstein / Thursday, October 11, 2012

Our new series “The Right Way” profiles RightSignature power users, revealing their success secrets and the technology tools they use every day.


LendFriend marries the social web with the crowdfunding explosion, functioning as a platform for friends to lend money to friends online. RightSignature’s Steve Stormoen caught up with Geno Moscetti, CEO and co-founder of LendFriend, to learn more about LendFriend and the broader vision it espouses for the rest of the Financial Services industry.

What’s the story behind LendFriend? Where did the idea come from?

Geno Moscetti: My CTO and co-founder, Dave Kuchar, and I have been friends since we first met in college. After university we took different paths. Dave left his PhD to build his first company, which he bootstrapped and funded with credit cards and his savings. By the time his startup grew to a profitable lifestyle business, he had accumulated a lot of debt, and all the banks turned him down for a debt consolidation loan because of his previously erratic income.

Meanwhile, I was a management consultant for financial services firms and had cash sitting in a savings account. I believed in what he was doing and had additional information than a traditional bank would use to assess risk. So I offered to lend him the money at an interest rate that was greater than I was earning with savings account, but less than what he was paying to credit cards. To formalize it and make sure it didn’t affect our relationship, we turned to existing services online, but found them all lacking. We designed and created LendFriend to meet our own specific needs, and we realized that there are many people out there in similar situations as us.

You mentioned that you wanted to use an online service so as to not affect your friendship. How does LendFriend as a platform deal with that relationship aspect?

GM: Fundamentally, we believe in compartmentalization—that is, being able to mentally separate different feelings or ideas and not let them bleed together. If we can compartmentalize money as an emotional response factor separate from that friendship, we think we’ve done our job. We designed LendFriend to help with that. For example, our slider to select interest rates, or our simplification of your standard legal documentation—it makes it easy for someone to repay the loan, and easier for the lender to give it as well. We think that, if we have a tool that lets our users compartmentalize those feelings, compartmentalize those thoughts about everything that might go wrong, that a personal relationship is longer an inhibitor to lending money. Rather, making an investment in a friend can be a way to empower a relationship.

Again, it comes back to the fact that, like our core user base, Dave and I had known each other for awhile. And, like most people of our generation, I’m always looking for a tool to outsource my efforts. I keep a tasklist on my iPhone, set up periodic email reminders to go to gym, etcetera etcetera. So whenever I can find a tool to outsource mental effort, I go for that. With lending money, we want LendFriend to be the platform to take care of the messy parts. Using LendFriend, I’d never have to ask Dave for a repayment because the system takes care of it. When I give him that initial investment, he’d never have to question whether that money was gift or loan because that aspect is included every step of the way.

The social internet is soaring, crowdfunding is on the rise, and it’s a difficult time for many people to get bank loans. Is this the perfect storm for LendFriend? Tell us about your successes as a business and how you’ve achieved them.

GM: There are several macroeconomic trends that make it an opportune time to be a FinTech company. We've been blessed with the initial traction from our users and have a great team of advisors (Thomas Korte, ex-Google, Gokul Rajaram, Facebook, and Philip Mikal, Klarna) who have seen many of the obstacles we'll encounter in the upcoming years. But like most founders, I see my best days ahead and am really excited to see how 2012 is going to turn out.

Last year we were part of the Fall 2011 AngelPad, and that’s where some of our advisors came from. Next we had our demo day, and we successfully raised a round of seed funding. From there, it was a matter of hiring the right team, growing the product, and developing our vision of financial services as well.

How do you use RightSignature, and which other online tools you use the most?

GM: We looked at a couple of services to make it simple for our users to sign their promissory notes between each other and banking agreements with LendFriend. RightSignature had the best API and the simplest integration, so it was an easy choice.

We are a small and nimble team so we use Astrid to manage our tasks, Google Docs and Hall.com to manage our communications, and the standard tools for product development—GitHub, Sublime Text, Adobe Creative Suite, and so on. For productivity, we like Dropbox, Evernote, and LastPass—actually, I can't recommend this last product highly enough.

What does your vision for the future look like? Tell us where we’ll all be in 5 years, both for LendFriend and the tech and business world at large.

GM: We moved from a generation of mass commercialization (think: Mad Men) to mass customization (think tailored information consumption: Twitter, Facebook, and Google). Speaking from the perspective of an individual in a developed nation, what I perceive is going to occur is a fully customized experience of everything—financial services, health care, entertainment, education, etc. All customized explicitly for the individual, based on the vast amount of data that we will self-supply which will be combined with other non-traditional predictive indicators.

We design LendFriend with a similar perspective. In Financial Services, we’re starting to see new bits and pieces of products tailored specifically for each individual. Take credit, for example. For 3/4ths of Americans, credit works great—you and I can apply for a credit card, get approved, and receive it in a week. We fit within the profile that most traditional lenders are looking for: they go down their list and all the boxes can be checked. For everyone else, though, the current model does not work—they can’t get credit at all. And the credit they can get is prohibitively expensive. I believe there's going to be  more and more innovative startups disrupting entrenched players at the margins and the progressively moving upstream. We're seeing a lot of this in FinTech already. At LendFriend, we're currently building our next product which provides credit to the underbanked. Five years from now, our dent in the universe focuses on fundamentally reducing the friction for people to receive access to sustainable capital.

Sign and Fax Alternative Online: 7,000 Professionals Move On from Fax

By: Steve Stormoen / Tuesday, October 9, 2012

Is the fax going extinct? According to a recent survey on LinkedIn of over 7,000 professionals, the fax machine is the second most-likely feature of current office life to disappear completely in the next 5 years, with 71% of respondents predicting its demise. Just a few years ago, this would have seemed unheard of. Today, however, fax alternatives such as email and electronic signatures have all but erased every need we once had for those noisy beige monsters.

Online Fax Alternatives: E-Signatures are Natural Selection

Extinction #1: You need to get an important document signed quickly, cheaply, and correctly.

The Dinosaur Way:  When fax was king, the only way to get a document signed was to print it out, sidestep to the fax machine, feed in the pages and hope the machine didn’t chew up your contract, then cross your fingers that the fax went through. Then your client would have to sign the contract and complete the whole tango in reverse to return it to you. There were hard costs in paper and ink, you had no visibility into your client’s interest after the fax was sent, and when documents came back they frequently contained errors and omissions.

The Evolved Solution: Today, you can upload that same document to RightSignature – the ultimate online fax alternative – and send it to one or more parties instantly and effortlessly, with 100% certainty that the document will be received and completed correctly. Your clients fill it out and sign online, in any web browser – or on an iPhone, iPad, Android, or other mobile device. RightSignature online signatures enable a simple and speedy sending and return of your documents, and ensure accurate completion and legal compliance.

Extinction #2: You’ve been emailed an important contract to sign and fax back, but you’re out of the office and busy.

The Dinosaur Way:  Let’s be honest: there is no dinosaur way to do this. Without your smartphone, you wouldn’t even know you have an important document waiting for you. If you get a contract in your inbox that has to be signed ASAP, but you’re at the airport or on a fishing boat in the middle of Lake Ontario, you’d better hope that client is still going to be available on Monday. Unfortunately, the LinkedIn Office Endangered Species survey identified desktop computers and standard working hours following the fax machine to the way of the dodo. "Wait until Monday" just doesn’t cut it anymore.

The evolved solution: Sign and return the contract with RightSignature mobile apps. Moving in to take the place of the desktop dinosaurs is the mobile phone. RightSignature’s apps for iPhone, iPad, Android, and other devices allow you to sign online from anywhere – accessing the full power of RightSignature’s online fax alternative e-signatures.

Office Fossils

We are fascinated with endings and new beginnings: a world-champion boxer at the end of his career, or the mystery behind the comet that killed the dinosaurs. To see an endangered species live out its final days, though, you don’t need to go back in time or bring an electric space heater to the North Pole. Just look around your office.

Here is the full list of office technologies the LinkedIn Office Endangered Species survey respondents identified as most likely to go extinct in the near future:
  1. Tape recorders (79 percent)
  2. Fax machines (71 percent)
  3. The Rolodex (58 percent)
  4. Standard working hours (57 percent)
  5. Desk phones (35 percent)
  6. Desktop computers (34 percent)
  7. Formal business attire like suits, ties, pantyhose, etc. (27 percent)
  8. The corner office for managers/executives (21 percent)
  9. Cubicles (19 percent)
  10. USB thumb drives (17 percent)
Doubtless, the landscape of the modern professional is currently in a state of dramatic change, and online tools such as fax alternatives will only play a larger role in the future. What part of working life do you want to see done away with, and what do you want to see replace it?

Email Customization: Craft RightSignature Emails to Fit Your Business

By: Daryl Bernstein / Friday, October 5, 2012

When you send a document with RightSignature, your recipients receive an email with instructions on how to review it, fill out fields, and sign. Did you know that our new email customization options enable you to tailor those emails to make the most sense for your business processes?

Today we peel back the lid to focus on this feature, learn what exactly you can do with email customization, and share tips on how it can help you improve your signing rate and your professionalism. You’ll find all these options in your account settings.

Email Structure

Email messages to your signers include your GREETING, followed by the SIGNING INSTRUCTIONS, and concluded by your SENDER DETAILS.

By creating a custom GREETING and SENDER DETAILS, you can surround the RightSignature-generated SIGNING INSTRUCTIONS with custom text that is helpful to your recipients.

Custom Fields

Custom fields are short tags you can include in your Greeting that automatically pull information from a specific document or template sending session and place it in the email. When one of the following merge tags is placed in your Greeting, it will be replaced with the corresponding text from the Send a New Document or Send a Template screen:

{{signer_name}} - Signer's full name
{{signer_first_name}} - Signer's first name
{{sender_name}} - Your full name
{{document_subject}} - The title or subject of the document being sent
{{document_message}} - The personal message attached to the document
{{document_filename}} - Filename of the uploaded document

Next, let’s take a look at the types of custom emails you can create.

Sample Sales Team Custom Message

These settings ...

... produce this email:

Tips and Tricks for Using Email Customization

In order to effectively use RightSignature custom email messages to boost your document execution rate, here are best practices for effective emails:

• Send test documents to yourself to see exactly how your email notifications will look to your recipients.

• Make sure you keep both your custom Greeting and the {{document_message}} text short enough that the RightSignature signing instructions (including the link to sign the document) displays in your recipient’s email window without having to scroll “below the fold” to find it.

• Remember that, to your recipients, this will look much like a normal email. Avoid being redundant or using extraneous custom field merge tags, and try to communicate a single, brief, coherent idea. If your text includes additional instructions (beyond click the link and sign the document), use numbered tips to keep the email organized and readable. The longer your Greeting, the greater the chance your recipients won't read it and won't click the link to sign your document.

• In your account settings you can also set a custom Email Subject Prefix (e.g. [PREFIX HERE] John Bellingham has sent you the document demo_document.pdf to sign.) as well as use your personal name intstead of “RightSignature.com” in the “From” field of outbound emails.

Be Careful

Email customization enables you to present a meaningful signing experience to your customers. If set up correctly, it can help your customers understand where the document signing event fits in your business process.

But if your emails are long, confusing, or unclear, customers may delete them without clicking through to the RightSignature document, decreasing your document completion rate. This is a bit of double-edged sword – a feature that can either streamline or muddle your workflow depending on how you use it.

If you need help or consultation, please contact a friendly RightSignature support advisor, who would be happy to help you craft effective custom emails.

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