Introducing Help Lightning 13.10. We’ve listened to our customers, and you’ve helped us create the best version of Help Lightning yet. This version is now live on the web or available to download from the App Store or Google Play if you don't receive automatic updates.
Here are the changes you’ll notice:
Today during the ISG Digital Business Summit, Help Lightning participated in an innovative technologies competition. Three entrepreneurs were invited to pitch their solutions. After some questions from the panel, the audience voted on which technology they are more likely to implement within their own organizations. Of the three technologies presented, Help Lightning's Virtual Expertise solution earned 56% of the total votes.
To overcome the challenge of providing human intervention in a touchless service world, FSOs have found that they can provide Remote Assistance, enabled through video-based technology, to close the optical gap. Fortunately, this technology hit the scene several years before the outbreak of the pandemic. As such, adding Virtual Expertise to the remote support experience is nothing new or revolutionary for FSOs.
Remote Assistance provides a deeper and richer contextual experience for remote support. With Virtual Expertise, a customer can use his Smart Phone or Tablet to stream an image of their machine/problem to a remote support specialist or technician.
IFS, a leading provider of Field Service and Mobile Workforce Management, has named Help Lightning as a Finalist for the IFS Technology Alliances Partner of the Year.
The IFS Partner Awards take into account solution areas, technology trends and innovation, partner types and the areas of strength and growth across its global partner ecosystem.
In recent years, digital transformation within the augmented reality space has been a great priority for companies that are looking to be trailblazers in their industry. Companies have turned to technology to increase productivity, decrease costs, provide a well-connected workforce, all while increasing CSAT scores. Field service organizations and call centers across a variety of industries rely on Help Lightning’s virtual remote software to improve first-time fix rates and extend the workforce capacity.
“It’s absolutely essential to how we’re operating,” - Len Barlik, Cox Communications, Chief Operations Officer
The Coronavirus challenges global businesses as supply chains are disrupted, travel restrictions enforced and the global economy is at risk of recession. It has become the biggest threat to the global economy in years, forcing companies to renew their focus on virtual team collaboration and remote workforce effectiveness.
The rise of remote service: Remote network access has transformed the service model for the Custom Integration industry. Platforms such as OvrC, IHIJI, Domotz and others enable remote monitoring, management, configuration, and troubleshooting—often without the client’s knowledge or the integrator’s involvement. Remote Expertise is proven to reduce truck rolls, minimize system downtime, enhance service contracts, and improve profitability. It simplifies life for CI teams and their clients. Integrators reduce truck rolls. Clients enjoy reduced downtime and fewer tech visits. Everybody wins.
The promise of smart glasses has been the source of buzz in the technology sector for some time. We have seen excitement over various products, starting prominently with the introduction of Google Glass in 2012. Since then, the market has gotten quite crowded with products from Realware, Vuzix, and Microsoft, to name a few. Smart glasses create true extended reality/mixed reality (XR/MR) experiences for users. In contrast to virtual reality–which totally submerges the user into a computer-generated world of visual and audio stimuli–XR/MR overlays information onto the user’s view of real world. Smart glasses make science-fiction experiences like those from the movies Terminator and Iron Man a reality.
The Augmented Reality (AR) market continued to create value in many market segments in 2019. We did see struggles in the smart glass market as Magic Leap failed to meet unrealistic expectations and a number of AR companies collapsed including Meta, ODG, Blippar, and Daqri. However, we did see AR take hold in a few markets including product promotion and remote expertise.
The famous Ishmael of Melville's Moby Dick struggles to share the true form and nature of whales with us:"For all these reasons, then, any way you may look at it, you must needs conclude that the great leviathan is that one creature in the world which must remain unpainted to the last. True, one portrait may hit the mark much nearer than another, but none can hit it with any very considerable degree of exactness. So there is no earthly way of finding out precisely what the whale really looks like. And the only mode in which you can derive even a tolerable idea of his living contour, is by going a-whaling yourself; but by so doing, you run no small risk of being eternally stove and sunk by him."1
What have whales to do with virtual reality?
It was a Saturday morning early last Summer, and I was on the phone with John. John was at his daughter’s birthday party and had stepped out to help me with a problem with my A/C. John has been providing service on my HVAC equipment for me for more than a dozen years. He’s been here several times and knows all the stuff very well. He had a good idea what the problem was and was trying to walk me through the procedure to fix it. It was going to be a brutally hot weekend, and after 10 minutes of effort John said, “Hang on Marc, I’ve got my truck with me. I’ll head on over and get it done.” Hearing the disappointment in his voice, I told him to wait a minute, “I think I’ve got a way for you to do this and still sing ‘Happy Birthday’”…
These three simple, small words, are currently the ones I most often hear when working with service leaders today.
They usually lead to questions like:
The list of “How can we…” questions is endless.
Your field service experts and technicians are focused on solving customer problems. If not introduced properly, new tools and apps can be a barrier to their core mission, no matter how powerful the new technology. Rather than focusing on getting the job done, each new tool and app requires your users to learn new patterns and behaviors. Some users will resist doing this, resulting in low adoption for new apps and features introduced into existing apps. This is the classic 'Who Moved My Cheese?' problem.
Our CEO, Gary York, is not only a tech innovator, serial entrepreneur, and marathon runner. He's also an Augmented Reality aficionado. Throughout the month of February, he explored the brighter side of this break-through technology and tweeted daily about practical AR use through the comments and observations of some of our Help Lightning users. You can follow his journey here...
“Rock Star Employee” isn’t the easiest title to win. You’re expected to have all of the answers and excel at your job—all while pulling up the performance of your team, keeping customers satisfied, and delivering exceptional solutions.
As a surgeon, an important part of my responsibility to patients is to be available as needs arise. A critical aspect of this relationship involves postoperative care. Many patients, myself included, feel apprehension about a surgical incision and worry about how best to change bandages, wash the wound, etc. or what to make of any changes that seem unusual or unexpected.
Today’s companies are under tremendous pressure to provide superior service in addition to excellent products. When Diversey wanted to exceed the service expectations of its clientele, it turned to Help Lightning and merged reality technology.
In the world of Augmented Reality, 2018 has been a year of breakthroughs and advancements sprinkled with a dash of hope and disappointment. With this informative Webinar, we reviewed headlines and highlights surrounding Augmented and Merged Reality activity from this past year.
Believe it or not, Smart Glasses are not a new idea. In fact, they were first conceived by Ivan Sutherland in 1968 but, at the time, technology had a long way to go. Well here we are, 50 years later, and we're still waiting for a practical solution.
English is the world’s most-commonly spoken language, but that doesn’t mean you can overlook the billions who don’t speak it. Just because a person knows some English, doesn’t mean it’s enough for them to handle complex technical issues or effectively solve problems. When you factor in the rise of emerging markets, which means emerging languages, you can see how complex things are starting to become.