Making the Case for Remote Expertise Service Delivery
The findings from SFG℠’s 2020 Remote Expertise Benchmark Survey clearly reflect a strong level of receptivity and acceptance of Remote Expertise service delivery. More than three-quarters of respondents (80%) indicate that they believe Remote Expertise represents, or will represent, a fundamental shift in the way they deliver service and support to their customers. Even better, their respective confidence levels are fairly high with respect to those believing that their current (and planned) technology investments are sufficient to support Remote Expertise (61%); and that their business, headcount and service apparatus can support Remote Expertise (65%).
There is likely to be a fairly strong push to implement within the next 12 months (54%), to 24 months (77%). These data are from organizations which are presently planning to build Remote Expertise service delivery into their operations. These percents, again, may also actually be somewhat higher as one-in-six (16%) remain uncertain as to the exact timeframe for implementation. In any event, these results reflect a much faster timeframe than what we are normally accustomed to seeing in surveys of this nature.
How Help Lightning Works
When someone encounters a complex issue, they need an expert to be onsite immediately. With Help Lightning’s virtual expertise software, 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.
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