Traditional video calls don’t always allow for quick and effective support. That‘s why Sormac has adopted remote guidance: to provide even better support at a distance. The remote guidance tool allows their Technical Support Engineer to work with customers as though they were standing right next to him.
How does it work?
The tool that Sormac uses is extremely user-friendly. The only requirement is that the customer has a smartphone with a camera and an internet connection. In the event of a technical problem, a customer contacts our support engineer. If both agree that remote guidance can provide additional insight, a video call will be started. The Support Engineer is then able to point, zoom in and draw things to guide the troubleshooting process, and explain which actions must be taken to resolve the issue.
Why do we like using remote guidance?
The tool’s pilot turned out to be a great success. Our customers were excited for the following reasons:
- Minimal downtime, the software enables our Support Engineers to watch and interact on site. This makes it easier to diagnose and resolve the problem quickly.
- Reduced language barriers by using hand gestures, zooming, drawing, and pointing, it is easy to overcome language barriers.
- Joined forces, the combination of customers’ eyes and hands and our Support Engineers’ knowledge and expertise ensures an effective course of action.