How Augmented Reality Is Rapidly Changing Remote Support

We live in an age where technological advances proceed at a very fast pace. Only a few short decades ago, things which were considered science fiction are now very real. Cloning, virtual reality, and augmented reality are real examples of modern technology. But as technology progresses, it becomes more complex. With more complexity comes more issues. And with more issues comes the need to address customer needs better. This is where Frontier bundles come in as a solution to offer excellent technical support remotely.

AR and Technical Support

First, let’s discuss what exactly augmented reality or AR is. AR combines virtual components with the real world to offer an augmented view. AR superimposes the virtual images on a real-world view. This real-world view may be live or recorded. AR doesn’t offer a completely VR-like immersive experience, but an augmented view of reality. Many of us are familiar with Snapchat and its filters. Snapchat is a fair example of AR in everyday use. But there are also many better-suited possibilities.

More and more businesses find AR to be the perfect solution when it comes to offering remote technical support. Why? Let’s take a look at the situations where the need for technical support arises. Customers require technical support when something with your product or service is not working right. There could be an issue with a car, television, household appliances, or internet service. Technical support is most necessary when installation or setup is required. In a customer’s reality, the product or service needs to run perfectly. They need technical support in order to realize this reality.

AR comes in as a good fit for the need to offer remote technical support. It allows your support staff to see the non-functioning reality of the product or service. AR then superimposes elements on areas that require specific actions. When the customer follows these actions, the service or product enters a functioning reality. You can easily point out the precise steps the customer needs to take to get the service or product to function correctly. Based on this, here are three remote technical support areas where AR is rapidly becoming common:

  1. AR Customer Service Functions
  2. AR Remote Technical Assistance
  3. AR Interactive Manuals and Instructions

Let’s take a quick look at how AR is rapidly transforming these areas as we speak.

AR Customer Service Functions

Augmented reality is well-suited to deliver efficient customer support in real-time. AR allows your support agent to visually guide your customer through the process. This visual aspect takes out a lot of the miscommunication or communication gaps between both parties. Let’s take an example of an electronic device. Say a customer bought your device and needs help to make it function. Your agent guides the customer through the process using augmented reality. The agent superimposes markups and pointers on the customer’s view. These will help the customer to press the right buttons and connect the right wires without misunderstanding the instructions. Simply put, visual guidance is much more efficient than trying to walk the customer through the process over the phone.  

AR Remote Technical Assistance

The costs of sending technicians on site can really add up to a huge expenditure. Unfortunately, traditional methods don’t allow technicians to judge if the problem can be remotely fixed. This is where remote technical assistance can benefit from using augmented reality. Without needing to deploy a technician in the field, your agent can see the customer’s view of the problem. This allows the agent to offer real-time, accurate assistance without the need for an onsite visit. For all intents and purposes, your agent is virtually on site. Using AR visual elements, the agent can then guide the customer through the sequence of events to correct the problem.  

AR Interactive Manuals and Instructions

Augmented reality is actually a very useful tool when it comes to creating interactive user manuals and guides. Humans respond better to visual cues than plain text. Most of the time, the solution to a customer’s problem lies in the user manual. The problem is, not many users read or understand user guides or manuals. This is where AR can be of significant use. Companies can use augmented reality to create interactive instruction manuals for users. This will eliminate a lot of the confusion that comes with dense instructions. An AR manual will look at the customer’s reality and point out the adjustments or actions they need to take.

Conclusion

Necessity has always been the mother of invention. Technology is born of the need for efficiency. Businesses are constantly on the lookout for efficient solutions to corporate needs. Technology has already transformed a lot of the business landscape. Businesses are more competitive than ever now. They have access to more markets and resources and have digital power at their disposal. Businesses also invest heavily in technology that can help them save more costs and generate more revenue. Automation is one of the biggest tools businesses use to reduce their dependency on human resources. Many other technological advances continue to transform the way we do business.

As technology progresses, more efficient ways to manage businesses emerge. Simple things like a Frontier customer support can help businesses become more efficient and gain a competitive edge. Businesses can manage sensitive functions better with more efficient technology at their disposal. How augmented reality continues to transform remote technical support remains to be seen.

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