AirDroid , a mobile device management (MDM) solution provider, announced the release of a brand new remote support solution for business users, enabling a new and efficient way for customer support staff to solve both software and hardware issues using one unified application. The solution features augmented reality (AR) camera capability, allowing the customer support team to view what the client is seeing through the device’s camera to solve issues with equipment or physical objects. With intuitive screen sharing and robust communication tools, support staff can deal with any software issue on the device more efficiently.
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“With our new Remote Support product, end-users can receive fast and secure support with less required steps,” says Anson Shiong, CEO of Sand Studio. “Instead of the traditional and agonizing way to solve issues through phone support without actually seeing what’s happening on the screen, this new solution will make the entire experience much more pleasant for both sides. The result is greater customer satisfaction scores and lots of valuable time saved for the customer support team.”
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Using an AR camera, the support staff can see the physical surroundings of a device and place up to eight 3D markers onto real objects for a much clearer view of the situation. The scenarios of implementation are diverse, ranging from troubleshooting servers and cables in a server room, assisting retail clerks with using a point-of-sale terminal to giving repair instructions for manufacturing equipment.
The remote support solution features easy screen sharing and a variety of ways for both parties to communicate and exchange essential information. For instance, when the end-user is required to operate particular setting changes on a phone, the support staff can directly see the screen and use real-time voice to give clear instructions and get immediate feedback. Text, file sharing and voice recording are also available for different circumstances.
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