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10 Myths about remote visual support debunked 

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Remote technologies have recently been gaining popularity with a main driving factor being the recent Covid pandemic. Due to how relatively new remote visual support is, service teams often believe many myths and misconceptions. These misconceptions make teams hesitant to try it out, so they miss out on the numerous benefits. 

In this article, we will explore some of the most common myths surrounding remote visual support and debunk them so businesses of all sizes can take advantage of this innovative technology. 

1) Remote visual support is too complicated. It requires prior technical knowledge or extensive training

One of the biggest misconceptions about remote visual support is it’s too complicated to use requiring extensive technical knowledge. Whilst it’s true new systems can take a bit of time to get used to. You don’t need to be tech savvy to use AIRe Link. Remote visual support sessions can be created in three simple steps through our easy-to-understand, user-friendly interface.

In fact, field service teams find they are able to enhance the way knowledge is shared making it easier to train new a existing staff. AIRe Link can also double to serve as an internal remote training tool so you can maximise what you get out of remote technologies. 

2) In-person visits are more effective. It’s too difficult to accurately diagnose or fix problems remotely

While in-person visits have traditionally been the norm for field service teams, remote support tools are challenging the notion on-site visits are the most effective option. Despite this, some service teams still believe it’s too difficult to diagnose or resolve customer issues remotely and still opt for in-person visits. 

That’s not the case anymore. Remote technologies can now be leverage by service teams to accurately diagnoses issues faced by customers or colleagues. Technicians assessing the situation can determine if a remote fix is possible, or an essential in-person visit is required. Learn more about diagnosing customer issues remotely. 

3) The customer experience is not the same

Service teams are concerned customer interactions won’t enable the same level of raptor building already expected from an on-site visit. Whilst it’s true the customer experience will differ between remote and on-site support services. We are confident remote technologies have advanced enough so businesses can provide personalised, interactive customer experiences. 

Remote visual support solutions like AIRe Link whilst not the same as in-person visits. Offer a unique way to communicate and provide customers with real-time support services, enhancing their experience, not reducing it.

4) High-end specialist equipment is required to provide customer’s remote visual support

Another common misconception is remote visual support requires high-end specialist equipment in order to provide customer support services. The truth is remote visual support solutions like AIRe Link are designed to work with equipment already utilized by service teams such as smartphones and tablets so further investments are not required.  

The option to use specialist camera equipment is available for those using the AIRe Link Bridge App however this is not essential. You can easily carry out support with the computers, smartphones, and tablets already in place. 

5) It’s only suitable for minor repairs or issues. I can’t use it to resolve complex problems

One more myth surrounding remote technologies is it’s only suitable for minor repairs and cannot be used to resolve complex issues. Solutions like AIRe Link enable technicians to view high-resolution video feeds of customer issues in real time enabling them to closely inspect and diagnose even the most complex problems.  

In real-time your technician can guide customers through resolving complex issues thanks to the tools provided. The ability to see what the customer is doing in real-time enables mistakes to be corrected if made. Effective service teams resolve minor issues first, then put strategies in place to begin resolving more complex problems remotely. 

6) It’s not compatible with other tools or processes service teams use

Teams selecting new remote technologies should take into consideration how compatible solutions are with tools and procedures already in place. For example, AIRe Link is compatible with RealWear’s range of smart glasses. Service teams know they can combine the power of AIRe Link and RealWear to deliver hands free remote support when required. 

In addition, the AIRe Link team have developed integrations to work with both Zapier a Salesforce. Customers requiring custom integrations so AIRe Link works with the tools they have in place can contact us to make an integration request. 

7) Only suitable for certain industries. It’s not relevant to my industry

The myth remote support tools are only suitable for certain industries puts many off trying. They think it’s not relevant within their industry so miss out on the benefits. However, for many, this couldn’t be further from the truth. Service teams operating in a wide range of industries can take advantage of remote visual support not limited to manufacturing, robotics, construction, insurance and more. 

No matter what industry your service team operates in. There are many ways remote visual support can be applied to improve efficiency, reduce downtime, a enhance customer satisfaction levels. Learn more about the types of businesses that require remote visual support. 

8) New tech is only suitable for younger techs

Contrary to popular belief, the idea new technologies such as remote visual support are only suitable for younger, more tech-savvy technicians, is simply not true. The reality is older technicians have more experience and knowledge from the field, making them the ideal candidates to utilize remote visual support.  

When it comes to solutions like AIRe Link, even inexperienced technicians can carry out remote support sessions with ease thanks to the user-friendly interface. Remote visual support remains a valuable tool for experienced technicians to support customers or colleagues, regardless of their age or technical expertise level. 

9) Remote technologies are replacing skilled technicians

Not just limited to field service, employees across a wide range of industry sectors fear remote technologies will replace them. Remote visual support solutions like AIRe Link are designed to support technicians undertake their work, not replace them.

10) It’s expensive and not cost-effective for small businesses. Only big companies can afford it

One common myth putting service teams off trying remote visual support is it’s an expensive technology unaffordable to small businesses. Many believe only large organisations with deep pockets are able to afford it and it’s not cost-effective. The truth is no matter the size of your service team, remote technologies can be implemented and even reduce costs.

The fact is many service teams using remote visual support reduce the need for engineer callouts. As a result, they save money in the long run due to lower fuel costs and other associated expenses. Best of all solutions like AIRe Link operate on a user-based subscription model affordable not matter the business size. Pay only for the access you require. Now that’s cost-effective remote support. 

Example of saved fuel costs from using AIRe Link remote visual support

Get more information

Have questions, need clarification on a myth or just require further guidance? Book a meeting with one of our experts to learn more about remote visual support AIRe Link. Our team is ready to assist and are more than happy to help clarify unclear points for you. Don’t hesitate to get in touch. 

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