What Would You do with 22.6 Million Extra Minutes Today?

Posted by Drew Deaton on Mon, Jul 28, 2014

So as I was flying back from a lovely weekend with extended family in Maryland, I had the opportunity to think about all the time I spend in airline security lines. In fact, after missing my first flight, I learned 1 hour is not enough at Baltimore Washington International (BWI).  I also had a large amount of time to ponder the subject, sign up for the Global Entry program (which includes TSA pre-check), and test our new version of Lime (limeapp.me).  I sure hope I pass my interview for Global Entry in late August!  I can’t even imagine the line for the re-test.

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Tags: remote support, remote service, remote video support, remote service and support, mobile video, mobile field service, TSA, tips

Mobile Field Service: The State of the Art is Changing (Rapidly)

Posted by Richard Baugh on Thu, Mar 13, 2014

“Look at the back of the panel…Okay now do you see the second blue wire from the left?…Okay now plug that into the third jack from the bottom…”  

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Tags: mobile video for field service, augmented reality, remote support, virtual interaction, remote service, remote video support, remote service and support, strategy, mobile video, field service, mobile field service

Comparison: Collaboration vs Face-To-Face Video for Remote Support

Posted by Matt May on Mon, Nov 04, 2013

I’m often presented with the question: how do virtual interaction and annotation compare to face-to-face video chat for remote support? This is an important question, and so I’ll try to paint a clear picture of how the two are similar, as well as different.

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Tags: remote support, amazon, mayday, annotation, virtual interaction, collaboration

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

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