Transforming Field Service Using Live Interactive Video

By Ryan Lester, director of strategy, LogMeIn, www.logmein.com

Live video and augmented reality can have a big impact on customer support.

For any organization with customer support at its core, the complexity and cost of running said business only continues to grow — especially as customer expectations rise and products become more complicated.

But there’s good news: Technology can help manage this complexity and trim costs while also enhancing the customer experience. New tools like live interactive video and augmented reality (AR) give field service organizations and partner networks the ability to share key information. This in turn lets reps more quickly resolve customer issues and reduce the need for onsite visits. Using this technology also opens the door to applying the expertise of your most knowledgeable agents across the field organization.