This article explores the increasingly complex challenge of providing remote technical assistance, exploring how the solution lies in using Augmented Reality for technical support.
Technical Assistance Today
Technology has advanced at a rapid pace over the past few years. What once seemed like science fiction is quickly becoming the norm. However, with better tech comes more complexity, more issues and a greater need to help consumers solve them.
Augmented Reality has proven to be a perfect fit when it comes to providing technical support to customers. Let’s take a closer look at some of the ways AR tech support can be implemented.
Augmented Reality in Technical Support
When it comes to offering technical assistance to customers, a growing number of companies have discovered that Augmented Reality is the perfect solution. Let’s look at the essence of technical support to better understand how AR fits into the picture.
When is Technical Support Necessary?
Technical assistance is often required when a customer experiences an issue.Something isn’t working. It could be a product such as a TV, smart device or an entertainment center, or a service such as a customer losing WiFi connectivity at their home or office.
The perfect example is the installation and setup of devices. When you get your hands on a new gadget, you naturally want to assemble and connect it properly, as quickly and painlessly as possible. To get it up and running, you need to properly assemble, install, wire or reboot the device, so that it functions as it should.
How Is AR Enhancing Technical Support?
This is exactly where Augmented Reality can help. By overlaying on-screen visual instructions on images of a customer’s device, they can be guided through the resolution process with a minimum of effort.
The video below demonstrates how this works.
Here are three areas of technical support where AR is particularly useful:
- Augmented Reality User Manuals Augmented Reality is the perfect tool for creating product manuals and guiding consumers through technical support scenarios. It easily and clearly shows customers the actions and adjustments they need to make to reach the desired outcome.
- Augmented Reality Remote Assistance Without having to send a technician, an agent located anywhere in the world can be virtually ‘transported’ to a customer’s location in an instant. By utilizing the customer’s phone camera, the agent can see in real time what the customer is talking about and offer remote visual assistance. The agent provides a sequence of actions that will resolve the issue and guides the customer with AR to clearly show the steps they need to take.
- Augmented Reality Customer Service AR is perfect for delivering real-time customer support. It allows the agent to guide the customer through a process with visual assistance, eliminating the biggest problem – miscommunication. With AR, the agent shares virtual elements by adding markups to the image the customer sees, explaining a bill or showing how to fill out a form. Visual guidance is simply more effective. It’s as if the agent is standing right beside the customer, showing them exactly what to do.
In fact, the principle behind this process has already been in use for some time. Solutions such as WalkMe overlay operating instructions on top of your computer screen to guide you through the features of other web-based services. In a nutshell, they make it significantly easier to set up and install software.
Augmented Reality technical assistance facilitates these types of solutions in the real world by overlaying visual instructions on top of your reality, rather than your computer screen.
What AR Support Means for Your Business
What does all of this mean for your business, your support agents, and your customers? The revolution that is redefining AR and visual support in contact centers is just beginning, but AR already offers a simple yet powerful solution for tech support, especially when it comes to creating a smooth onboarding process.
All businesses value loyalty. A negative experience can seriously damage a customer’s relationship with a company and destroy any chance of repeat business.
Recent research from Parks Associates shows that only about 33% of customers who encounter setup problems would purchase a similar product from the same company again. Smooth customer onboarding for tech devices represents a challenge that chatbots and self-service options can’t always solve.
Instead, AR support can enable companies to help their customers immediately, ensuring high-quality onboarding experiences.
Transforming the Customer Experience
On-site support is the gold standard of the past. Customers now want help immediately and even those who like to figure things out on their own will likely need help at some point, especially when FAQs and knowledge bases fall short. Every once in a while, a revolutionary technology comes along that changes our reality. Over the past few decades, with the advent of mobile communications and the internet, the pace of change has accelerated.
In the current technological ecosystem, Augmented Reality is already becoming the next disruptive technology that will revolutionize how we interact with the world around us. AR for customer experience gives support agents the ability to engage with customers in meaningful ways that resolve issues on the spot.
If happier customers and a more efficient customer support department are key goals for your business, using AR in technical support is going to help get you there.