Instant remote audio-visual
support tool for service
AIRe Link enables you to see what your customer sees, so you are able to support your customers remotely and fix faults more quickly. With AIRe Link’s no-app, browser-based solution, you can serve any of your customers worldwide instantly. By avoiding customer visits or improving first-time fix, your organization will gain new levels of productivity and profit in customer support and field service.
How does it work?
Issue
reporting
Customer reports an issue to the machine vendor through established communication channels, typically by phone call or ticketing system. Technical support then offers to run an AIRe Link audio-visual session to investigate the issue remotely.
Establishing
connection
Technical support sends the invitation to the audio-visual session to the customer via sms or e-mail. Customer then joins the session by clicking the link on a smartphone or tablet and approving access to camera and microphone. No application is needed, just a compatible web browser.
Problem
solving
Technical support can see what the customer sees and is able to navigate them through problem identification and resolution. The session can include audio, visuals, live pointer, snapshot annotations and even document sharing for clear and efficient communication.
Closing and data
collection
If the problem can be fixed remotely then session is closed, and information may optionally be stored. This information may be used to build and share knowledge and experience. If a remote diagnosis concludes that site visit is essential, then the information acquired helps the technician be prepared to achieve the fix first-time.
Who can benefit from using AIRe Link?
Call centre / Technical support
See what your customers see
Do you have difficulties to understand the problem description or to guide customers by voice only? AIRe Link will show you exactly what the customers see, leading to better communication and faster problem resolution.
Field service engineer
Minimize unnecessary visits
Do you travel to your customer site to fix trivial issues or to learn you don’t have the tools and spare parts required to fix the issue? With AIRe Link, you can see the customer issue clearly and remotely, possibly guiding the customer to a fix or getting on site ready to fix it first-time.
Head of service
Decrease cost and increase satisfaction
Do you have a growing number of machines on remote locations, lack of resources and stretched budget for customer support? AIRe Link will enable your team to avoid unnecessary customer visits and improve the rate of first-time fixes.
Junior service technician
Get confidence and know-how
Are you beginning your service career or servicing a new device? If so, you may get stuck during your field service tasks. AIRe Link will enable you to get instant visual and audio guidance from a senior support engineer, no matter how far you are from headquarters. As a result, you will be able to fix issues faster, shorter training and build confidence in your abilities.
Machine operator
Eliminate stress and increase production
Do you have a problem with the machine, which requires consultancy or service action from the vendor? Use AIRe Link to resolve the issue remotely or to share all the details with the service technician before his visit so you get the production faster back in shape.
AIRe Link connects professionals and enables knowledge sharing that ultimately leads to higher customer satisfaction and rapid issue resolution.
Features
Affordable
No initial investment. Running on a smartphone.
Instant
No app needed. Just a WebRTC compatible browser.
Easy
One click to start the remote assistance session.
Scalable
Stable and secure. Scalable to handle any load.
Tools
Realtime drawing
Session recording
Snapshot
Live pointer
Desktop sharing
Technical requirements
Assistant and client must be connected to the internet
Connection over mobile network (3G, 4G, LTE) is possible
Average data consumption 20MB/minute
Average bandwidth for 1280 x 720 video is 300KB/s
Automated quality adjustment based on internet connectivity
Customer references
"AIRe Link helped me to solve a real issue with an office printer by guiding the customer’s administrator. The audio and video quality was very good."
"AIRe Link solution is easy to use and provides excellent quality of video and audio. It helps us to solve issues remotely."
"Thanks to AIRe Link, we are providing fast and high-quality remote service of our high-tech vertical packaging machines to our customers worldwide."- "AIRe Link enabled me to guide remotely our field engineer to fix cyan image issue on the customer’s production printer."
- "AIRe Link is easy to use, user friendly and powerful."
- "AIRe Link supported me a lot when checking some defects during kitting procedure.”
- "Our experience with AIRe Link is very positive. We are going to use it in our service and ITS departments."
Contact us
Contact information
Konica Minolta Business Solutions Europe GmbH
Europaallee 17
30855 Langenhagen
Germany
