How AR Has Changed the Customer Service Game
Augmented reality has far-reaching impact across many industries. Companies from construction to retail are considering how they can leverage AR to improve customer service, streamline field service management, and improve the customer experience.customer service
What is Augmented Reality?
Augmented reality is a technology that uses computer-generated information, and combines it with a real-world view. One of the most well-known examples of AR in pop culture is a mobile game called Pokemon Go. The developers used AR to show their signature creatures over a view generated by the smart phone’s camera. While Pokemon Go is a game, AR has many commercial use cases.
Parts Identification
Is a field service technician worried that they don’t have all the necessary parts on-site?
Augmented Reality field service helps identify the parts that they’re looking at so they can quickly place a request if they’re missing something. This functionality also works well for teaching new technicians about specialized equipment or new technology.
Interact With Live Video Stream and Images
Technicians can draw and write comments directly on images and live video streams of the on-site location. They provide customers with a visual reference of what they’re talking about during a service call. For example, if you need to move equipment around and the client wants to know what the result looks like, then you can sketch that out over an image of the location.
Customers and technicians can refer to these videos in the future if the field technician software supports recording. You eliminate a lot of meetings when you have all of the information in an easily retrievable form.
Instruct Field Service Technicians in Real-Time
AR works well with wearable technology such as smart glasses. When a field service technician puts this device on and uses a live assistance tool, experts can walk them through a process step by step. They see exactly what the tech does, so the assistance through the field service support software is personalized to that exact situation.
If they need to point out a piece of equipment or a particular area during instruction, they can notate it and the technician sees it through the digital overlay. One of the biggest customer service benefits to this functionality is speeding up the troubleshooting process.
When your field service engineers can check-in with technicians through Augmented Reality field service technology, they have more time to give expert opinions since they aren’t on the road going to every job site. Everyone has their time used more efficiently with this arrangement.
Improve Advance Preparation
Field service managers and engineers get a first-hand view of the client site before any technicians leave the home office. You have the opportunity to fully prepare each team member heading out on that service request. They get the resources that they need to do the job the first time, improving customer satisfaction, and decreasing your overhead costs.
Another benefit to knowing what a technician is walking into is that you can match up the person with the job. Everyone has their strong points, and field service managers leverage the AR information to provide the right coverage for that service request.
Augmented Reality field service is growing in popularity in the customer service sector, especially in industries where field service is the norm. These benefits are transforming service teams and enabling you to serve your clients and the methods the field service team uses to fix their issues.
Put yourself in a position to have better customer experience and empower your technicians with AR. Blitzz.co will help you take your augmented reality field service to the notch.
