Gary York is the CEO of Help Blitz. He is a serial entrepreneur with four successful software and services exits: three private sales and one IPO.
are business leaders responsible for testing and implementing proven, cost-effective, and easy-to-use technologies while providing long-term solutions that reinvent workflows, accelerate processes, and increase productivity.
Before the pandemic, executives predicted that it would take more than a year and a half to implement the increased use of advanced technologies in their companies. The actual timeline for advanced implementation over the past few years has been 27 days. Following this digital transformation, companies across all industries are looking for tools that support long-term growth and predictable outcomes in an ever-changing landscape.
One of these technologies proved to be a particularly important addition for companies that needed to quickly implement tools to meet customer service and training needs while maintaining critical security protocols. The visual remote support software met these needs by offering users the virtual presence of enterprise expertise through real-time video collaboration.
With augmented reality enabled solutions now predicting $175 billion market by 2026, a technology like visual remote support has the potential to integrate seamlessly into current support processes and systems, with intuitive features that make it well-suited to many potential users, including customers and technicians.
Companies in industries such as office equipment, medical and scientific equipment, telecommunications, and industrial equipment have all seen measurable improvements in critical business metrics after adopting visual remote assistance software, particularly in their manufacturing, field service, human resources, engineering, and customer service departments.
To make your sessions more effective, users should prepare to share documents, photos, and other helpful files in real time.
As leaders consider how to integrate AR-enabled technology into their current systems, they need to understand the tangible benefits of the solution and how it impacts existing workflows and the environment required to streamline their implementation.
Consider these factors when evaluating the value of implementing visual remote assistance software into your tech stack.
Workflow Reviews
be ready for Review your workflows in any area where you plan to integrate visual remote assistance software. While technology will streamline many processes, it can also change who is involved and when they join the process. The best way to prepare for changes to these workflows is to examine current processes and identify where remote visual assistance can have the greatest impact.
In the customer service area, for example, a customer service representative who can use the software to virtually reach into the customer’s field of view, quickly inspect equipment and demonstrate how to perform a repair, can escalate numerous calls to additional technicians. In another case, an agent can use the software to remotely identify and fix an issue, realizing that the issue requires a higher level of expertise. The next step for this customer would be another remote visual support session, this time with an experienced technician.
