To learn more about data security in remote support, read our article on the subject.
How does Remote Support differ from a Video Call?
Frequently we get the question, “Why do I need your remote support solution when I can just use a normal video call?”. This is a valid question, so we have compared the two.
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.
Read more in our article: Video Calls vs. Remote Guidance - the Pros and Cons For Each
How does a Remote Support Solution work?
XMReality's remote support solution allows you to see what your customer or colleague sees and guide them as if you were right by their side.
XMReality Remote Guidance is a remote support solution that gives your people the skills, knowledge and support they need – where and when they need them. Send a call link to anyone you want and start a shared video stream where you have a multitude of powerful tools to use for giving remote support.
Together you collaborate in an interactive environment where speech, video and guiding tools combined makes for faster problem resolution.