What is a remote video support tool?

Remote video support opens up the possibility to provide instant support and increase efficiency within an organization. Therefore, remote video support has become more important than ever in today's business environment, and the need for visual assistance software as increased since the pandemic started. Much because with restricted travel, remote video 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. Many remote video support tools are based on video collaboration functionality, but with the important distinction that you have access to enhanced support features that simplifies interaction.

Visual assistance allows you to see what your customer or colleague sees, and guide them as if you were right by their side. Sometimes it's used for troubleshooting a malfunctioning machine, other times to do a remote inspection or helping someone perform an installation. The use areas are wide and the only thing setting the limits is your creativity.

A remote video support tool allows you to send a call link to anyone you want and start a shared video stream where you have multiple powerful support tools to use for giving guidance.

XMReality is a remote video support software built on Augmented Reality technology and provides unique hands overlay guidance as one of the many support tools. With visual assistance you'll be able to collaborate in an interactive environment where speech, video and guiding tools combined makes for faster problem resolution.

Download study comparing AR-enabled video and standard video
 


How does a remote video support tool work? 

Usually, you start by connecting to the person needing support by for example creating a call link in the remote video support software or application. You can then send the call link through a simple text message to anyone you want. 

The person you send the link to do not need to install the remote video support software or application. When receiving the message and then clicking the link a remote video support call is initiated through the phone's web browser. When the call is connected you can see what that the other person is seeing and get a better understanding of the problem.

If you need to solve the problem directly, XMReality provides you with many different tools to help guide the person on the call to a resolution. This is is when the interactive support features like AR enabled hands-overlay feature come in handy, as well as the pointer, draw, zoom and share an image.

Watch the video below to get a better understanding of how to connect a remote support call between a desktop and a mobile phone:

 

 

You can initiate a remote support call from many different devices:

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Through smart glasses: when doing more complex work, installing the remote support software to you smart glasses provide an excellent way to be able to work hands free while receiving instructions from afar.

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From a smart phone: download a remote support application to your smart phone and have access to your remote support solution.

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From a desktop: you can access a remote support tool through any browser. 

How does a remote video support call differ from a regular video call?

An easy way to put it is that a remote video support tool is problem solving-focused while a regular video call is person-focused. 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 can see each other - to make it more similar to meet “IRL”. In a remote video 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 a remote support call, both parties are looking at the same video feed. 

Read about 5 common use cases of remote video support