This was a win-win-win-win. We turned a potential customer complaint into customer confidence!
Before we signed our enterprise agreement with Help Lightning we had budgeted adding 20 field service engineers for the next year. We are now planning on only hiring 10 based on the efficiency gains we believe we will get.
Ultimately, it helped sick patients get diagnosed and treated expeditiously!
Improve both your customer experience and relationships by changing the speed, quality, and responsiveness of your service organization.
Help Lightning uses Merged Reality to blend two real-time video streams, that of a remote expert and an onsite technician, into a collaborative environment. This Virtual Interactive Presence allows an expert to virtually reach out and touch what their service tech or customer is working on.
Use Your Existing Devices!
Using existing mobile devices (iOS, Android) or a web-browser, experts can now visually collaborate as though they were working side-by-side. They can telestrate, freeze images, use hand gestures, and even add real objects into the merged reality environment.
Using Merged Reality to Provide Remote Expertise Increases Profitability and Customer Experience
The Advantage of Virtual Interactive Presence
Merged Reality allows remote experts to virtually reach out and touch what their service tech or customer is working on.
Studies show that adding gestures and nonverbal clues substantially improves speed of understanding, resulting in an enhanced recipient/customer perception of overall experience.*
* Journal of Nonverbal Behavior
Research also indicates that nonverbal cues are 430% more effective than verbal cues and that nonverbal cues make verbal/nonverbal communication combination up to 10 times more effective.**