Delivering Customer Support with Augmented Reality
Providing exceptional support and service to customers outside of the office environment isn’t always as simple as it seems. Delivering step-by-step instructions and guidance can be complex, particularly when distance from your audience means you need to connect over the phone, or via email.
Fortunately, extended reality could be the answer field services brands are looking for. With the right tools, companies can provide their customers with more immersive guidance and support, using AR annotations, files, and data delivered in real-time.
CareAR, a leader in the field services XR industry, provides companies with a comprehensive platform for interacting with customers, and employees wherever they are. Recently, the company worked with Xerox to help them deliver installation guidance to one of their most important clients. Here’s what happened when Xerox and CareAR joined forces.
The Challenge: Closing the Support Gap
Xerox is one of the better-known companies in the printing world, supporting endless consumers and businesses around the globe. However, while the technologies provided by Xerox are state-of-the-art, they can often be difficult for beginners to implement and install alone.
In the past, guiding a customer through the process of installing a complex device like the Trivor 2400 would have required Xerox to send a technician out to the customer directly, resulting in significant travel costs.
When a crucial Canadian client needed the assistance of trained specialists and tools to implement their new printing system, Xerox was ready to send its US-based installation team out to help. Unfortunately, at the time, COVID-19 travel restrictions prevented the employees from leaving the border, making it impossible for Xerox to provide a hands-on level of care.
According to the Systems Engineer at Xerox, Carlos Lopez, the company found themselves searching for an innovative way to close the gap remotely. Fortunately, the team discovered CareAR.
A No-Compromise Approach to Customer Care
Xerox VP of Global Manufacturing, Dan Banaszak rapidly began testing the functionality of CareAR Assist, to determine how it could help his employees remotely walk untrained customers through the process of a complex two-week installation process. Using the CareAR real-time video feed, augmented reality platform, and smartphone cameras, the Canadian clients could show experts in the US exactly what they needed, and which challenges they were facing.
As a result, the specialists in the Xerox team could deliver personalized, custom support to the company, with expert guidance for every step of the installation. According to Lopez, the team used CareAR to create an experience for their clients, similar to having an expert there in person. The specialists could rapidly troubleshoot problems from a distance, and provide directions to their end-users through captions and annotated arrows.
The results were phenomenal. Using CareAR, Xerox were able to rapidly assist the Canadian team in getting their system up and running ahead of schedule. The team was able to provide consistent expertise from a distance, without the need for travel, and ensure their customers could overcome each challenge they faced along the way.
According to Xerox, being able to communicate consistently through a live, AR enabled feed meant they were able to minimize the risk of errors and expensive problems. Plus, the team was able to record and archive different stages of the installation process, to use the same guidance again later for other customers.
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