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How AR/VR Technology Can Improve Remote Technical Support

Many businesses are continuously evaluating the efficacy of their remote technical support capabilities, seeking solutions to bolster the overall success of their programs. In today’s ever-evolving technological landscape, innovation and advancements are causing an influx of tech-related issues – which companies must be able to easily and quickly resolve.

Augmented reality (AR) and virtual reality (VR) technology are opening the doorway for businesses to guide employees and customers through the troubleshooting process. AR for remote technical support leverages a real-time overlay of visual instructions to help IT staff instantly train, support, and collaborate with clients and colleagues from anywhere in the world. This removes physical traveling to an on-site location from the equation, effectively decreasing time and costs.

Here’s a look at some of the ways businesses can incorporate AR/VR for remote technical support into their workflow to improve IT initiatives.

Enhancing Tech Support Using AR/VR Technology

Whenever a customer or employee faces a tech issue, your IT department must be able to rectify the matter as soon as possible to avoid any negative customer experiences and maintain high staff productivity levels.

From computers and equipment to Android and iOS devices, IT teams can leverage AR/VR’s digital simulations and immersive environments to fully engage end-users throughout the resolution process. With visual renderings to interact with, employees will receive a “hands-on” approach for both troubleshooting needs and training programs. What’s more, when compared with traditional training methods, using AR and VR technology can improve employee performance by 70% and decrease training time by 40%.

For clients, the enhanced support ensures products and devices are functioning at an optimal level while contributing to customer loyalty, retention, and referral numbers due to the swift, unparalleled service provided.

Technicians can clearly lay out what sequence of steps the end-user needs to take to resolve the issue at hand. Miscommunication is one of the biggest obstacles remote tech support faces. With AR and VR technology, however, IT teams can use visuals to identify problems in lieu of trying to approach issues blindly.

This decreases the likelihood of your support team engaging in repeat sessions to fix a single issue – saving time and money. In a similar vein, using AR for remote technical support enhances personalization, allowing the end-user to feel as if they’re in the same physical space as IT personnel even from a distance.

Simplifying the Support Process for Better Outcomes

Vonage’s 10th Annual Customer Engagement Report revealed that U.S. businesses lose an estimated $62 billion due to poor customer experiences alone. Providing customers with a frustrating tech support experience can have a significant impact on your company’s reputation – leading to negative reviews, the loss of repeat business, and more. Through AR and VR technology, however, businesses can streamline and maximize the quality of their remote IT support processes, leading to a better user experience.

With augmented reality and virtual reality remote technical support, your company can quickly and efficiently connect with end-users to troubleshoot, train and collaborate on tech-related issues. From device setup to equipment maintenance, immersive technology provides a powerful cost-savings strategy while enhancing the overall efficacy of your IT support initiatives.

At Concannon XR, our team of expert consultants helps enterprises take their business to new heights through the use of AR/VR technology. Want to learn more about how your organization can benefit from our solutions? Get in touch with us today!

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