The challenge of today is 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 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.
Using this same technology, the technician can isolate the fault, diagnose the problem, and determine the corrective action If it is a relatively simple issue, the technician can send images, text, and annotated repair instructions back to the customer so that the customer can resolve the issue himself.
If a spare part is required, the technician can ship a part to the customer and issue an RMA. The shipment of the replacement part and the return of the defective part can also be handled through touchless delivery.
All these activities happen on-demand, and in real-time through nothing more than Wi-Fi or cellular. The technician and customer can continue to communicate on their smart devices through voice or chat. It’s as though the remote support specialist is present, standing next to the customer and advising them on how to resolve the problem. This sort of touchless service is perfect for staying on top of business in a pandemic.
When someone encounters a production maintenance issue, they need an expert to be onsite immediately. In an online help session, two video streams become merged into one. Therefore, users can collaborate and resolve an issue together. The remote expert can actually insert their hand, use tools, and share documents. This simplifies the problem-solving process. Easy, right?
Using mobile devices, experts can now work with a partner as though they were side-by-side. You can telestrate, or write across the screen. It’s easy to freeze images and use hand gestures. You can even import documents and add real objects into the merged reality environment. So, using Help Lightning, experts can solve any problem, even from thousands of miles away.
To see Help Lightning for yourself, schedule a free demo here.