Why should Professional Service Teams Use AR-Based Visual Support Tools Instead of WhatsApp or Facetime?

04/07/2022

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When technical issues occur most professional service teams that lack on-site engineers often reach for the first thing available. Private chat apps such as WhatsApp and Facetime in order to help colleagues and customers resolve complex technical issues. While being a quick fix, private chat apps are far from a permanent business solution.

Why would you want your technical team struggling when better solutions exist? By the end of this article, readers will understand why private chat apps should be avoided and how AR-Based visual support tools are the future solution for business technology and maintenance issues.

The Risks to Private Chat Apps!

GDPR & Privacy Policy Violations.

This variable depends on what privacy policy is in place and what private chat app is being utilized however, many professional service teams will find they are in violation of GDPR privacy laws. Thinking about using a private chat app for technical issues? You might risk exposing private customer data, business practices, and more with a third-party app to which the customer has not consented. Potentially breaching GDPR and your own privacy policy. Learn more about GDPR.

Higher Chance for Errors!

What’s the most frustrating thing for professional service teams when helping clients through a private chat app? Trying to point out what piece of equipment the technician is referring to! When similar-looking components exist next to each other it’s easy for the customer or the engineer to misunderstand and start “fixing” the wrong piece resulting in more damage.

Risk of Brand Damage.

Professional service teams that resolve client technical issues via private chat apps risk brand damage because customers have become accustomed to professionalism, which unfortunately WhatsApp and Facetime don’t provide. In fact, many organizations are already utilizing AR-Visual support tools to aid technicians and engineers in solving customer issues according to research conducted by Gartner.

Failing to innovate together with improving technical abilities for clients will hinder the quality of service provided resulting in additional brand damage. Especially when competitors are already adapting to the new landscape.

Benefits to AR-Based Visual Support Tools.

AR-Based Visual Support Tools such as AIRe Link can do so much more than WhatsApp or Facetime for your technicians and engineers providing them the tools they require to complete their job at a higher standard and more efficiently. Here are a few benefits professional service teams find from the best remote support tools.

Useful Usage Statistics.

Unlike private chat apps, the best remote support tools provide useful usage statistics that can build a better picture of business maintenance operations. Professional services teams find when using AR-Based visual support tools, they can track how many issues occur, what types of errors they’re facing most often, and see how many issues were actually resolved to help to build a clearer picture.

Not only that but with AIRe Link you can also track what engineer or professional service team is using the visual remote support tool the most. Best of all you can even collect feedback at the end of a remote visual session from customers. Now you can’t do that with WhatsApp or Facetime.

Visual Navigation Tools.

Businesses that use private chat apps for technical tasks are at risk of causing more damage to machinery or a longer resolution time due to communication errors between technicians and field engineers. On the other hand, businesses that are partnered with a visual remote support tool such as AIRe Link can take advantage of visual navigation tools to minimize such risks.

Technicians using the best remote support tools can visually communicate on the screen to field engineers or customers which sections need repair or maintenance precisely. Reducing the risk of human error while providing more accurate repairs.

Affordable.

When incorporating a new tool into any business, affordability is the first question that comes to mind. AR-Based visual support tools such as AIRe Link are affordable being one of the least expensive professional services teams’ solutions on the market. AIRe Link is used by all from small to medium and even large-scale operations.

Cost Effective.

Not only is it cheap. It is cost-effective. Over time professional service teams save money by reducing operational costs using AR-Based visual support tools. The alternative? Paying expensive engineer call-out fees to send someone in person for complex issues. Why pay out when it’s easier and cheaper to use a visual remote support tool to guide someone already on site?

Reduces Carbon Footprint!

For many businesses, on-site engineers are not always available, so when things go wrong one has to be called in often from far away. This can have an impact on the amount of carbon a business produces which in today’s landscape is something everyone is trying to reduce. Visual remote support tools are great for the environment, instead of an engineer traveling on-site, visual navigation tools can be used from anywhere in the world.

Looking to the future.

As we look towards the future it makes sense for the technology sector to improve AR-Based visual support tools to better serve businesses. It’s not far-fetched to imagine a world where field engineers and operators of machinery use smart glasses instead of tablets or smartphones. Getting started now with professional AR-enabled visual support tools running on smartphones is a good idea for a smooth transition towards the new remote visual collaboration paradigm.