Remote AR Support – The Evolution Has Arrived

CareAR’s platform and partnership with ServiceNow enables organizations to digitally transform their support experience

In the first post of this series, we discussed the impact that augmented reality within the support environment can have during the COVID-19 pandemic. In this entry we discuss why remote AR will transform service management even after the pandemic is over.

Service teams have long been using some combination of communication support and diagnostics tools to troubleshoot and resolve problems. However, these tools are not always adequate to resolve complex issues that a user might experience — and actually seeing the situation live is often critical to help get to the core of the problem.

While getting answers to these problems may previously have necessitated sending a technician on site, customers, employees, or field workers can now just use their mobile devices to show a remote agent or expert exactly what they see. The immediate visual context provided to remote support staff enables them to effectively assess, diagnose, and guide the user to resolve the problem as if they were actually there.

CareAR’s platform and partnership with ServiceNow enables organizations to digitally transform their support experiences with game-changing AR capabilities. Integrated with the Now Platform and workflows, teams can take full advantage of augmented reality as part of a seamless user experience with ServiceNow’s Customer Service Management, Field Service Management, and IT Service Management applications.

Why Remote AR Support is Better Than Being On-Site

There are many reasons that you should consider CareAR’s remote AR support for your ServiceNow enabled organization, especially during the current coronavirus crisis:

Avoid contact with customers: similar to a tele-health experience, the majority of customer problems can be properly assessed, diagnosed, and resolved remotely.

  • Enable staff to work safely: agents or experts can work from home, providing remote support with visual context and virtual tools, as if actually there on site.
  • Deflect unneeded dispatches: solve problems remotely while improving resolution times, reducing operational costs, and improving customer outcomes.
  • Increase customer loyalty: demonstrating new capabilities that foster safer solutions will generate enhanced customer outcomes, leading to increased satisfaction and loyalty.

The net result of these features is that onsite visits can be drastically reduced, allowing service providers to do their part in helping to avoid contact and minimizing exposure to clients while delivering operational efficiencies and elevated customer experiences.

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