Ken Watson, Customer Support Lead with CareAR, is at the forefront of all things support. Whether it’s answering questions from support tickets, writing knowledge-base articles or helping customers integrate with CareAR. He took time out of his busy schedule on September 2nd to share tips and tricks and best practices and give us a peek at CareAR for Google’s Glass Enterprise Edition 2.
How to Best Use CareAR Assist
Getting the most out of CareAR is easy with these best practices
- Making your end-user experience the priority – Be sure that your end-user will have no issue connecting to a session. Oftentimes, on-site locations will have a firewall set-up, you can use our Firewall Guide to walk users through the requirements for connection.
- Integrate CareAR into your workflow – Easy integration for your admins and field service teams can lead to quick adoption. CareAR can provide a unified experience around a ticket with context through screenshots. Ken mentions “After a period, customers don’t see CareAR as something they have to adapt to, they realize ‘I can use CareAR to enhance what I am doing”
- CareAR use helps find new use cases – Customers are quick to see value in reduced call times, eliminating truck rolls, etc. and this provides ideas for new use cases. Ken shared, “usually the customer is with one very specific use case in mind but as more team members come on board, they find new avenues of use for other groups.”
Tips and Tricks from CareAR Support
Ken and his team regularly work supporting customers and wanted to share quick tips based on the tickets they see
- Testing your Connection – Never leave it to the last minute to make sure you are working with a quality connection. Use the Connectivity Test feature in the app to make sure there will be no issue when on your call.
- Giving time for CareAR to recognize video – Often times users see their video turn on and start immediately moving their camera around or placing annotations. Remember, CareAR is building that 3D spatial map as soon as the camera turns on, so be sure to give the app time to read the surroundings. (Hint: this is why you may see those small + icons in your video, it’s the mapping at work!)
- Joining via Web Browser – To make it easier for customers to join quickly in low bandwidth areas or perhaps they are on a company-managed device that doesn’t allow app downloads, we offer a web browser option for joining.
- Lighting – CareAR likes good lighting just as much and you and I, so if the app is having trouble reading and creating that 3D map, try a little more light to help. (Hint: On Apple devices, the device’s flashlight can be turned on)
Watson closed out our conversation with a demo of CareAR Assist for Smartglasses, which can be found in the recording.