Virtual reality (VR) and augmented reality (AR) technology has quickly transitioned from a concept in reach of only a few universities, researchers, and technologists to tools people can use in their personal and professional lives without breaking the bank.
In fact, VR technology, which uses a combination of head- and eye-tracking devices and 3D-rendered environments, has developed so much that users can have the experience of interacting with a simulated space enabled by their mobile phones. Similarly, AR technology, which combines 3D virtual elements with the physical world, can already be powered by smart glasses.
With such compact and obtainable technology already available, one can find VR and AR technology in gaming, professional sports, military training, entertainment, and service organizations.
For help desk and technical support teams looking to maximize device uptime and the life of technology investments for their customers, VR and AR technology has become a trusted tool.
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How VR and AR Technology Empowers Help Desks
Here are four key ways VR and AR can amplify help desks:
1. Increase the realism of training.
Organizations can take their training programs to the next level by leveraging AR and VR technology. This tech can establish more dynamic and realistic training scenarios to teach and evaluate skill development.
For example, trainers can use interactive simulations of real issues to not only increase technician competency and knowledge retention, but also give staff more hands-on experience performing procedures without the risk of making a mistake with a real customer or product.
2. Assist in the diagnosis of issues.
AR and VR technology allows technical support and help desk teams to quickly and effectively triage and support field technicians during service calls. For example, the technology can simulate actual device configurations, data, and functions so issues can be identified, tested and resolved in real-time.
3. Enable feature and enhancement evaluation.
It’s best practice to not test new features, updates, and tools on production devices. VR and AR technology can help teams to evaluate potential changes in a lab with replica settings before making a larger investment or rolling out a patch across a fleet.
4. Allow VR- and AR-enabled collaboration.
Industry-leading technicians consistently look to upgrade their skills, learn new techniques, and refine best practices.
VR and AR technology has advanced so much that these tools can enable professionals to collaborate on an issue, test a new standard, or design training scenarios without being in the same physical location.
The Benefits of VR and AR Technology for Your Customers
So what do all of these new approaches, scenarios, and simulations mean for your customers? Here are just a few of the benefits your customers can experience:
Reduced Time to Resolution
VR and AR technologies can give service technicians the data to digitally diagnose an issue, plan, and test a fix, decreasing resolution times, overall downtime, and the number of trips technicians need to make to a site.
Improved Customer Satisfaction
Your staff and customers will experience more seamless and efficient device repairs, feature upgrades, and user interface enhancements that have been confidently tested, trialed, and evaluated with the help of VR and AR technology.
Your team will also know exactly how long these changes will take, the steps they must take, and the end result, helping with implementation planning and budgeting.
Lower Repair and Maintenance Costs
Trialing new software with AR and VR technology can help your organization spend less time and money on hardware. They can evaluate new products, features, and upgrades in a virtual environment before spending the resources to implement a physical proof of concept with real equipment in a lab or production environment.
The Future of VR and AR Technology Is Here
This is an exciting time for not only technology aficionados, but also businesses looking to leverage innovative technology to boost their customer experience, streamline their operations, and make data-driven investment decisions.
Tools like VR and AR are just the beginning of this new digital chapter, and help desk teams and other professionals will soon see them as regular parts of their workflow and research process.
So what’s the next innovation your team needs to be on the lookout for? That’s where the Burroughs blog comes in. If you want more information about the latest industry innovations, cash automation, self-service, and Internet of Things (IoT) technology that can drive your business forward, subscribe to the Burroughs blog and get articles like these sent directly to your inbox.