Why Google and Amazon Are Investing in Remote Support Now

Posted by Matt May on Tue, Oct 29, 2013

Remote support isn't just the way of the future - it's actually here today. Lately, a few scrappy companies have decided that they, too, agree. Here’s a quick look at two of them, and why they’ve decided remote support is a paradigm worth investing in:

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Tags: google, remote support, amazon, mayday, google helpouts

4 Ways Analytics Can Help Solve Your Remote Support Problems

Posted by Matt May on Tue, Oct 22, 2013

Many businesses have given remote support “a try,” but haven’t found success or seen a value. I often hear service managers tell me their team has tried out Facetime or Skype, but the usage wasn’t enough to merit a larger roll-out. There is a key reason that these sorts of ad-hoc trials almost never work: they lack process. And in order for process to exist, there must be analytics around what you’re doing.

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Tags: remote support, analytics

Is Remote Support For You? 6 Litmus Tests

Posted by Matt May on Tue, Oct 15, 2013

Over the last several years, we’ve been able to see many different companies integrate remote support into their business. But, something really important that we’ve learned is that remote support isn’t for everyone. Along the way, we’ve identified six criteria that can help predict whether remote support will be beneficial for your organization:

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Tags: remote support, remote service, strategy

5 Reasons Remote Service is a Trend Worth Watching

Posted by Matt May on Mon, Oct 07, 2013

The need to stay current with new technologies that create efficiencies has always been a priority for the field service manager, but that fact may be true now more than ever. Whether it’s mobile devices, the Cloud, data security, or the rise of real-time video, the dramatic changes in technology are impacting how field service businesses can provide service. With the development of remote service, businesses that traditionally have had to support their product with on-site personnel are leveraging new methods that are more cost-effective, and potentially allow more rapid, effective service.

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Tags: remote service, remote service and support

Google’s Bet on the Future of Remote Service and Support

Posted by Matt May on Tue, Oct 01, 2013

For years, companies like Siemens, GE, and NextNine have offered remote service software allowing remote diagnosis and product support. In 2012, IMS Research estimated the remote monitoring market alone was worth $29 billion. In the desktop PC market, many companies offer a remote desktop capability, which gives a remote software specialist the ability to “take control” of your computer and assist with issues in real-time. Imagine someone on the other side of the world controlling your mouse cursor and installing programs to fix your ailing PC.

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Tags: google, remote service, google helpouts, remote service and support

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