Real-Time Remote Field Support
SnapSupport changes the way you support your customers and field teams. With SnapSupport's assisted reality platform using mobile and smart glasses, expert help is always available at the field engineer's fingertips. SnapSupport empowers field engineers or technicians to resolve issues faster by accessing the right information and guidance in real-time from experts. Collaborative tools such as chat, video or chatbots make it very easy for field teams to report issues and avail expert knowledge from anywhere in the organization.
How it works
Initiate support requests with picture, video and annotations
- Get self support powered by tribal knowledge and AI
- Collaborate with field teams using chat, live video, or smart glasses
- Access connected equipment data
Initiate support requests with picture, video and annotations
Field teams today depend on email and phone to report issues and to request assistance. They lack the right tools to communicate the problem clearly. SnapSupport mobile app addresses this problem by enabling technicians to describe issues vividly using pictures or videos with annotations.
Get self support powered by tribal knowledge and AI
SnapSupport uses natural language understanding technology to process questions asked by field teams to make intelligent recommendations about potential solutions. Recommendations could be based on solutions of similar cases reported in the past or resources in the library.
The platform also supports an on-demand library of chatbots that connect to backend systems and help complete specific tasks such as ordering parts or looking up product information, or answering frequently asked questions.
Collaborate with field teams using chat, live video, or RealWear HMT-1
Issues reported by field teams are routed to the right support team member based on the issue type and location. The field engineer or technician can then collaborate and exchange information with the expert using their medium of choice such as chat, audio or live video.
When hands-free operation is required, the field technician can use RealWear HMT-1 to get instructions or use live video to show the expert what he is seeing. SnapSupport is compatible with RealWear HMT-1, Google Glass and other smart glasses (Vuzix M300 and more to come).
Access connected equipment data
SnapSupport interfaces with connected equipment directly or through IoT systems such as AWS IoT Core or Siemens MindSphere. Simply scan the equipment barcode or use the automatic identification feature to identify the equipment and view data in real-time.
Review the data to troubleshoot the issue and share with in-house experts for troubleshooting purposes.
Start collaborating with your field teams and customers to solve issues faster.
Remote Field Visual Support - How SnapSupport Helps Teams & Customers ?
SnapSupport
Empower your technicians to solve problems faster and reduce costs with real-time collaboration
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