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Why should professional service teams use augmented reality tools instead of WhatsApp or Facetime?

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Private chat apps like WhatsApp are often used by service teams to help resolve complex technical issues for customers or colleagues remotely. While offering a fast temporary fix to a bigger problem. Private chat apps are not always secure often lacking the professional feel customers desire from a permanent 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 augmented reality 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. Big banks are already facing fines for their use of WhatsApp.

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

Service teams that resolve client technical issues via private chat apps risk brand damage because customers are accustomed to professionalism. Which, unfortunately, WhatsApp and Facetime don’t provide. In fact, many organizations are already utilizing augmented reality 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. Especially when competitors are already adapting to the new landscape resulting in additional brand damage.

Benefits of augmented reality tools for support

Augmented reality 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 augmented reality 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. They also risk longer resolution times for customers due to communication errors between technicians and field engineers. On the other hand, businesses that use visual remote support tools 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.


When incorporating a new tool into any business, affordability is the first question that comes to mind. Augmented reality 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 augmented reality 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 augmented reality tools 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. Augmented reality tools are great for the environment. Instead of an engineer traveling on-site, AIRe Link can be used from anywhere in the world. Discover and learn about the other features available.

Looking to the future

As we look towards the future. It makes sense for the technology sector to improve augmented reality 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 augmented reality AIRe Link is a good idea for a smooth transition towards the new remote visual collaboration paradigm. Learn more about AIRe Link from real-world examples of remote support tool usage.

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