Tips to Select the Right Remote Visual Assistance Software
Table of Contents
The Covid-19 crisis impacted almost every industry! It didn’t only have a negative impact on production but industries even faced a loss in revenue globally. Also, in today’s digital era, where everything was going digital, industries were too prompted to make digital transformations and try augmented reality.
Industries ranging from automotive to manufacturing, have now leveraged multiple benefits of AR. AR remote visual assistance software helped them to connect remotely and collaborate with each other in a better and more effective way.
AR remote assistance is proving its importance and meeting the needs and challenges of industries. If you too want to use AR-based remote visual assistance software to run the operations seamlessly but are confused about where to start, then this guide is for you! From the increasing demand of AR to its features to provide you with the tips to select the right remote visual assistance software, we have got everything covered for you. So, let’s get started:
Increasing Demand for Remote Assistance Software in Industries
During pandemic, all seek comfort and compliance, especially organizations. Isn’t it? On one side, field technicians follow the social distancing norms, and on the other side, they also provide the necessary support to their clients conveniently anywhere, anytime. You might be thinking, how is this possible? Here AR remote visual assistance software comes into play! In the last few years, Remote Visual Assistance has gained in popularity. Let’s share a real-life example to understand remote visual assistance more clearly. Suppose a technician is planning to conduct a visual assistance session from a remote place, then it is possible via AR-based remote assistance software.
Field service companies need to go with remote visual assistance software for their technicians. But that doesn’t mean you carelessly choose the software for your frontline workers. Therefore, it is a must to consider the below-mentioned tips for selecting the right remote assistance software.
How to Select the Right Remote Visual Assistance Software for Your Technicians?
With AR-based remote assistance software, many organizations run their operations smoothly without any challenges. Here we have shared amazing tips to ensure that you choose the right remote assistance software for your organization. So here we go:
Solution delivery method: Web-based or app-based?
This is an essential part of choosing the right remote assistance for an organization. Both web-based and app-based are unique in their own ways, depending on the company’s requirements. Hence, it is necessary to consider which option the provider offers to its clients or else is going to provide both services.
In web-based methods, users no need to spend a long time installing an app. In certain critical situations, people want to solve issues by themself and do not want to install any app. Hence, due to this reason, web-based visual assistance has proved beneficial for many customers.
App-based solutions allow users to pay bills freely, update personal information, and even upgrade service plans. Not only this, but it also allows agents to reflect a customer’s mobile device’s screen to assist with navigation effectively.
Check the Vendor’s Capabilities
The second essential thing is to check the vendor’s capabilities. You have the right to ask about the remote visual assistance software installation. There was a time when it took many days or even months to implement the solution. But now businesses seek quick implementation, and for that, a SaaS solution is best, which usually takes less than two days for deployment.
Compatible with Multiple Devices
With Remote visual assistance solutions, both experts and technicians remain in touch. You need to ensure that the software supports multiple devices. With this, field technicians can easily connect with smartphones, tablets, or other wearables like connected headsets, smart glasses, or hololens. Hence you are suggested to choose one solution that is compatible with multiple devices. And one more thing, opt for the solution according to the company’s needs and requirements. By this, a proper workflow is maintained.
Commitment to Security
Connecting technicians, experts, and customers through remote assistance can help your team to pass on sensitive information and confidential data of your customers. To prevent unwanted access to or data leakage, prefer a visual assistance system where all video sessions and data transferred are safe. Remote visual assistance software enhances productivity of your workforce and improves customer satisfaction. Hence, it’s important to bear in mind that security requirements are necessary for any organization.
Scalable and Flexible
Make sure the remote assistance software you choose must be scalable and flexible too. By this, you can connect with many people at the same time during the session. You can figure out that the service provider has the ability to provide a safer and cutting-edge solution. Therefore, remote visual assistance is the only solution that will be scalable and can be a helping hand for your industries for a long period.
Whenever any frontline workers need any kind of support from an expert, make sure that the experts can share their solutions, diagnosis, or assistance with them easily. And most importantly are able to draw AR Annotations as this will avoid errors on the screen that is being used by technicians while video assistance.
3D Object Detection and AR Instructions
The most essential and important factor to look for in AR remote assistance software is 3D object detection. After completion of the process for the software, one with 3D object detection can showcase all the important digitized AR instructions to their frontline workers anytime, anywhere, when they point the camera to the equipment or when it has been scanned.
Before choosing Remote visual assistance software, make sure that it supports system administration. To understand in a better way, here we have shared some key features:
User Management: With this, you are able to set up and also control user accessibility, onboard new remote workers with minimum skill gaps, group calling and guest invites, and view or record detailed call logs to track device usage.
Call Recording: Recorded sessions can build a secure knowledge repository when you face a similar issue in the near or distant future. And this also helps managers or administrators to see the effectiveness of the RVA software.
Single click support: This allows you to connect with your team members in a single click. Once logged in, users should be able to see a list of team members’ contacts to connect with. On the other hand, while receiving incoming calls, you can get a notification with accept or reject the call option.
White-Labeling App and Brand Management: This is beneficial for those organizations who are looking to promote RVA as their solution.
Smart Glasses Support: It empowers frontline workers to have uninterrupted operations for accessing remote assistance through smart glasses. It creates a safe working environment for your field service personnel.
Onboarding and Trials
Last but not least is to test each and every program before investing in it and understand the onboarding process. Every organization has its own needs and unique characteristics, so it’s better to scrutinize the product.
For the trial, you must leverage those workers who are working on the floor on a daily basis. This will allow your team members to examine the service better and identify flaws, if any. The “try before you purchase” strategy will enable your team members to understand the product and how it will fit into their regular workflows.
It is essential to consider the onboarding process to provide your team members with proper support and help. You need to choose a solution that will handle issues as they arise. Ensure that the onboarding procedure provides the relevant information to your team which they require to utilize the product after trial. If possible, also see their clients’ success stories and also their progress. Lastly, proceed with proper information and documentation.
Other Available Features
While choosing remote visual assistance, organizations should consider their goals and challenges that they cannot go without. There are many options available for remote assistance tools that come in the hybrid model. Moreover, you should also consider your worker’s opinions on core features while choosing software. To help you out, here are some more features that you should consider:
Video communication: Make sure the solution is easy to use for both frontline workers and experts and should troubleshoot the issues faster and in less time. For this, the software must provide visual assistance through an AR-powered camera stream to guide your technicians through the repair process in real-time.
Multiple participants: In certain situations, an organization needs more than one expert to solve the issues. Hence, it is essential that remote assistance software might provide more than two participants in a session.
In-App Chat: Having an In-app messaging feature in your software allows people to chat with colleagues or peers in real-time. This feature will not only enhance flexibility but also solve the issues instantly.
Freeze/Pause Video: By this, you can spend more time reviewing a complex machine. The receiver or caller can freeze and unfreeze their screen to review the help provided at their convenience. In addition, it allows to mark while the screen is paused. Hence, you can capture screenshots for future reference.
File and Screen Sharing: Choose that solution that allows participants to share the screen on call and be able to share files and important documents to have a detailed overview of the issue.
Drawing and Rendering: Sometimes, it is essential to draw on the screen during the session, which better emphasizes an issue. Also, the software should have different colors or tools to highlight the issues, which avoids confusion. With this solution, experts can assist frontline workers in receiving instant help without facing any problems.
Hence, above mentioned are the core considerations that you should keep in your mind while embracing remote visual assistance software.
Amid these covid-19, Remote Visual Assistance solution has worked wonders in increasing productivity. Even though many step back from adopting it, selecting the right one may be a tedious job. But with the right tips and guidance, you can make better and smarter decisions for your organization. Pro tip – Refrain from making any hasty decisions as it might prove hazardous for the industry. Just keep these points handy while buying remote visual assistance software for your organization and you are good to go!
To make it more easier for you, directly try AR technology with Plutomen’s Remote Visual Assistance Software. You will get instant remote solutions to solve problems of complex machinery anywhere and anytime.
With 10+ years' experience of Hiren Kanani has helped Plutomen ensure smooth communication between the company and the client for swift project delivery with fewer iterations. He is CTO & founder at Plutomen.
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