Reduce the need for site visits by offering remote support and help both staff and customers stay safe. Now available for iOS.
In response to the challenges communities are currently facing and the ongoing health crisis, Commusoft have built Diagnose by Commusoft - an AR enabled video call app for iOS that allows field service businesses to provide support remotely. This helps you diagnose faults, determine whether a visit is required, and direct customers with easy-to-fix issues - all from your iOS device.
We are offering this service for free to all Commusoft users for the next 3 months. Currently available for iOS, with Android coming in the future.
When visiting a property is difficult, you can still interact and provide assistance remotely. Simply start a remote support session from your iOS device to connect with the customer digitally. Customers can see exactly who they are speaking to as you help diagnose their fault and provide guidance with how they can best progress.
Once you begin a remote support session, you will be able to see exactly what your customer is pointing their camera at. Simply ask them to show you what the issue is and you can get started. By seeing the problematic asset, appliance, pipe - or whatever it is - in real time, you can quickly run through basic checks to try diagnose the fault.
As you speak with your customer and start to diagnose the fault, you may need to give them some pointers, such as "open that panel" or "flip that switch" (if it's safe to!). To help guide the customer with these tasks, you can draw over the video to highlight certain areas. Better yet, these drawings use augmented reality (AR) to stay in place, so even as the customer moves they should still see your markers.
You can start using Diagnose remote support for free today. Currently, this feature is only available for iOS devices - this applies to both the Commusoft user and their customer.
Engineers and office staff can access the tool from any customer record on the iOS mobile app, where they will then be guided through sending a request to the customer via email or text message. Customers will first need to download the Diagnose by Commusoft app from the App Store in order to join a support session - available here.