This is an introduction to remote assistance software benefits and trends, sourced from the remote assistance software buyer’s guide written by Michael Blumberg.
As mentioned previously, augmented reality has been available for some time. Only within the last few years has its use as a significant feature gained in popularity. AR has become an enabler for delivering remote visual assistance which in turn has become a preferred technology for delivering a touchless service experience to customers during the COVID-19 pandemic. Remote visual assistance enables companies to overcome the limitations and obstacles of social distancing and lockdown through the application of its video collaboration tools.
While COVID-19 accelerated the awareness and use cases for remote visual assistance software adoption, several other trends have influenced the demand for this technology:
In every one of these use cases, FSO utilize RVA software to achieve critical business objectives; these objectives include cost reduction, service excellence, and revenue growth. These are not new objectives for companies that provide field service and call center operations . Companies with these operations are continuously attempting to optimize or improve their performance in pursuit of these objectives. RVA technology enables companies to continually optimize service delivery performance.
As described above, RVA helps to lower costs by facilitating the ability to resolve calls remotely and avoid dispatching an FSE, and by making the call resolution process more efficient. Companies who utilize RVA software have observed the following improvements:
Companies are finding that they can monetize their investment in RVA tools by offering remote support or RVA as a paid service. Learn more by downloading the remote assistance software buyer’s guide written by Michael Blumberg.