First things first, what is Remote Support?
Remote support allows you to see what your customer or colleague sees and guide them as if you were right by their side. Remote support software allows you to send a call link to anyone you want and start a shared video stream where you have multitude powerful remote support tools to use for giving support. The XMReality Remote Guidance software is built on Augmented Reality technology and provides unique hands overlay guidance as one of the many remote support tools. You will therefore be able to collaborate in an interactive environment where speech, video and guiding tools combined makes for faster problem resolution.
Remote support opens up the possibility to provide instant support and increase efficiency within an organization. Therefor, remote support has become more important than ever in today's business environment, and the need for remote support software as increased since the pandemic started. Much because with restricted travel, remote support allows companies to provide the necessary assistance to customers, without sending a technician on-site. It speeds up the problem solving process, while increasing cost-efficiency, customer satisfaction, and profitability.
How does Remote Support differ from a Video Call?
To start with, the entire purpose of using each solution is very different. Yes, both solutions focus on connecting people, but the main reason to connect is fundamentally different.
With a regular video call, you usually want to have a conversation with your friends or family where you also can see each other - to make it more similar to meet “IRL”. So most of the time you look at each other, even if you might turn the camera around to show your cat doing something funny.
In a remote support call, the purpose is not to look at each other, but instead to jointly look at the same problem. Instead of ‘person one’ seeing ‘person two’ and vice versa, in XMReality, both parties are looking at the same video feed. If I am connecting with a service technician to get help assessing a malfunctioning printer, seeing face-to-face video is not ideal. It’s much easier for us to collaborate if we both see a clear image of what my camera shows (the printer), versus me, only seeing a miniature version up in the left corner of the screen.
Solving problems with remote support has proven to be 30% faster and 50% less errors compared to a standard video call. So to summerize it, you can say that a remote support call is problem solving-focused while a video call is person-focused.
Do you want to know more about the difference? Read our blogpost about the subject here!
Is my data secure when using remote support?
When using any type of communication service you of course want to make sure that your data is secure - especially if you use it to conduct business. You should always review the data security of the software and apps your business applies, and here are some areas to help you assess the security:
- Where is the data stored?
- What data is stored?
- Are the calls encrypted?
- How and where are images or recordings made during the call being stored?
- Is the solution GDPR compliant?
Read more about data security in our blogpost.