While manufacturing companies and services teams see benefits in new technologies like AR-Based visual support often excited to utilize them. The same cannot always be said for their customers. Konica Minolta has discovered one of the major struggles our clients face is convincing customers to use remote visual support.
“We have learned that not all users are willing to share their camera … once we are able to use AIRe Link most of the users are actually really impressed at what we can do with it. We even already had a customer asking us for the use of AIRe Link again for remote assistance.” Angel Sixto-Gomez, Technical Support Team Manager, Konica Minolta France
Many of our clients report that customers feel anxious when new technologies are mentioned. Often, they have concerns that first need to be addressed to build confidence. By the end of this article, readers will be equipped with the knowledge to answer common customer concerns. In addition, strategies to convince them to give remote visual support a try without hassle.
Customers are concerned. But why?
The main hurdles our clients face is due to misconceptions customers have on how AR-based visual support technologies work. As a result of the doubt in customer minds, they are often hesitant when invited to remote visual support sessions. Our clients find once they explain what AIRe Link is, inviting customers becomes a lot less hassle.
So, what concerns do customers have?
Data protection is very important for service teams especially when operating in line with EU GDPR data protection laws. Customers of course will have concerns activating their cameras in the work place potentially exposes sensitive data. It’s important you mention to customers with AIRe Link connections are secure and in line with GDPR regulations.
AR-Based visual support works by connecting to the customer’s smartphone, tablet, or another compatible device. Rightly so customers will have major security concerns when allowing access to their devices for support. Make sure to specify AIRe Link requires no download and requests nothing more than camera and microphone access for visual and audio capabilities.
“The technologies that we use do not allow the remote technician in any way to for example access photos on the customer’s smartphone, or any data, the session runs within the closed web browser.”
Zdenek Vrbka, Business Innovation Centre Programme Manager, Konica Minolta
Using smartphones and other devices when operating heavy machinery can create safety risks for engineers which should be evaluated. Your customers will have these concerns so reassuring them the risk of injury is minimal depending on the issue at hand. Whilst a lot of tasks can be undertaken on the phone. Many cannot and that’s where the AIRe Link Bridge app comes in handy.
Simply explain to customers adjustments can be made depending on their safety requirements. RealWear Smart Glasses or external head-mounted USB cameras connected to the smartphone allow for a safer remote visual support session. Want to learn more about AIRe Link Bridge and the benefits it provides services teams?
Strategies to reduce hassle inviting customer to remote visual support
Imagine the scenario, a customer calls your support desk for help with an issue that requires remote visual support. Your support desk informs them an invitation link will be sent and ends the call. Your customer, now already nervous, receives an invitation link to AIRe Link. Which when we think about the above concerns. Can be scary. Customers could even abandon the remote support option and instead request you send an engineer in-person.
“We do not terminate the hotline call and switch to AIRe Link. We use hotline for audio communication and add AIRe Link for video communication with the customer.”
Izzy Sanchez, Manager, Service & Systems Support, Konica Minolta Business Solutions U.S.A., Inc.
Slowly migrate the call, Don’t just switch
Instead, it is recommended to slowly migrate the call over to AIRe Link while remaining on the original phone call. Here’s how:
- Whilst on the phone ask the customer for permission to use AIRe Links AR-based visual support tool so you can assist them visually.
- Request the customer to enable loudspeaker. This is so they can hear you when using the camera.
- Send the customer an AIRe Link invitation through SMS or Email. When you create the session, select the option “Start Muted”. This prevents duplicate audio from the already ongoing call.
- Guide the customer through opening their invitation and enabling camera access if required. Access to the microphone and location is not needed!
- Now you can remain on the current call and connect customers to visual support sessions within minutes without all the hassle of switching!
“Using AIRe Link in parallel with a phone call is much more customer-friendly than ending the phone call and switching to AIRe Link. This way, the communication with the customer is not interrupted, which leads to better customer experience and faster issue resolution.”
Tibor Varga, Enterprise Site and Remote Solution Manager, Konica Minolta Hungary
Tell customers about AIRe Link
Customers will have their individual concerns regarding remote visual support which need to be addressed. It is recommended to notify customers about your use of AIRe Link before the need for remote visual support is required. When the time does come customers will not be surprised and might be excited to try out the new technology.
One way to notify customers is to create an email newsletter outlining what AIRe Link is and how remote visual support works!