Why Google & Amazon Are Investing In Remote Video Support Now

Posted by Matt May on Wed, Oct 15, 2014

“Help!”

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Tags: mayday, google helpouts, remote video support, response time, customer service, video chat

How To: Improve Customer Service with Remote Video Support

Posted by Matt May on Wed, Oct 08, 2014

In the last post we established two key facts about today’s customers:

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Tags: google glass, remote video support, field service, customer service

Is Technology Shrinking the Business World?

Posted by Lauren Bailey on Fri, Aug 29, 2014

Technology will constantly change the working world, but is it starting to shrink it? Think of what the business setting used to be like 20 years ago. In-person meetings were essential and also traveling to meet with clients. Land lines were one of the only hopes of communicating, and if you were out of the office, it was almost impossible to connect with coworkers and clients until you returned. Ten years later we see cell phones and email revolutionize the business world and create mobile ability for companies. But now we have come even farther than that.

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Tags: remote service, remote video support, advancement, technology, video chat

Future of the Mobile Workforce

Posted by Lauren Bailey on Wed, Aug 13, 2014

Technology is constantly changing and evolving the working world. One in five Americans work from home without even stepping into an office, and that number is expected to increase by 64 percent in the next in the next five years. Crazy right? Over 32 percent of these people globally can work remotely with only mobile devices, and actually rely on them more than any other tool. No office, no computer and no need to even leave their home. Work doesn’t always have to take place in a cubicle, it can happen anywhere. The working environment that has been viewed as the “norm” for years is changing as mobile is becoming a new reality.

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Tags: mobile video for field service, google, remote video support, remote service and support, mobile video, mobile, Communication, technology

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

Augmented Reality Connects Surgeons in Birmingham to El Salvador

Posted by Richard Baugh on Fri, Jan 24, 2014

People often wonder when we will have modern technology capable of giving doctors the chance to interact and aid underprivileged people in developing countries.  With the help of augmented reality that day has arrived.  Surgeons with the Global Smile Foundation preformed an amazing international surgery this week with the aid of augmented reality and Google Glass.  This cutting edge technology allowed a surgeon in Birmingham, Alabama to collaborate with surgeons in El Salvador to correct an infant patient's lip defect.  The instant connection allowed Dr. Raj Vyas to virtually interact and assist surgeons with the Global Smile Foundation in the operating room in El Salvador, in real time.

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Tags: google glass, augmented reality, virtual interaction, collaboration, remote service, remote video support, mobile field service

Remote Mobile Support: The Future of Service Repairs

Posted by Richard Baugh on Tue, Jan 21, 2014

In today’s world, service businesses are looking to improve their rate of successful repairs.  Repairing things correctly the first time, and avoiding repeat visits is known as  "first time fixed rate".  Therefor finding the key to making the repair only once lowers both labor costs and expense. 

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

5 Things You Didn’t Know About Remote Video Support

Posted by Matt May on Wed, Dec 11, 2013

You may have never thought about it, but remote support comes in several distinct forms. There’s over-the-phone, the one most of us are familiar with, but there’s also text chat, remote desktop, and video-based remote support, among many others. While the first three are well-established - phone, text chat, and remote desktop - video is quickly becoming the gold standard in several industries.

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Tags: remote video support

Why Google Glass is the Future of Remote Video Support

Posted by Matt May on Thu, Nov 21, 2013

Nearly everyone I talk to asks me about Google Glass. Being one of the first members of the Glass Explorer Program has been incredible, and has given me real insight into how large of a bet Google is making on Glass. To those of us in the remote video support industry, Google Glass may very likely be the next big thing.

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Tags: google glass, google, remote video support

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