Early iterations of live video support were a major breakthrough moment for many companies. This feature allowed them to engage with customers and peers in real time. This allows them to talk face-to-face when help is needed. This resulted in stronger customer experiences, better team engagement, easier collaboration, higher net promoter scores, and overall better customer service. But there is one major area where live video support falls flat…literally. Both sides are engaging via a 2D flat screen. While this is superior to a phone call, 2D video support doesn’t quite match the experience of live personal interaction.
Live video support with remote visual assistance technology enables merged reality screen sharing that brings interactions to life.
The ability to share actionable information in real time between team members, peers and colleagues helps organizations streamline operations. Whether it’s your customer care team, or team members who need to support each other, it’s not always possible to be physically together in the same room. Live video support that’s enabled by remote visual assistance provides a merged reality view that goes beyond a typical video call.
The Help Lightning app uplevels a typical video chat by providing a 3D shared view, allowing people on either side of the screen to virtually reach into the other person’s view for ‘hands-on’ collaboration that is as effective as in-person.
When used for live video support, remote visual assistance technology allows users to engage in a merged reality where both sides see and experience the same view on their desktop or mobile device. The person not physically present can reach into the screen to virtually touch objects, make annotations and drawings overlaid onto the shared view, and demonstrate how to do something as if both sides were in the same room together.
The engineer is able to connect the field to the home office for easy and effective collaboration with his team. With live video support that enables a merged reality environment, the company did not have to send additional team members into the field. Both sides of the screen were able to work together to resolve the problem.
The ability to merge video screens and collaborate helps team members more effectively engage with each other and with customers in need of support.
Using remote visual assistance to support live video calls supports several Key Performance Indicators (KPIs). This includes companies ranging from anyone in the service industry and professional services, to manufacturing, engineering & construction, green energy, gas & oil, environmental services, and more.
Interested in learning about more use cases and how other companies are using remote video support? Review our full list of 20 remote assistance use cases. You can also download a shareable guide of use cases.
With remote visual assistance supporting live video calls, a diverse range of information can be shared. Users have the ability to work together, review, and act on information in a virtual setting.
Contact us for a free, no obligation demo of Help Lightning.
Our team is waiting to show you exactly how Help Lightning’s remote visual assistance software can help your company’s specific business needs.