Power Integrations has selected XMReality to strengthen its support and troubleshooting operations. With visual remote guidance and XMReality’s PointPads, the team can guide end users in real time by pointing, annotating, and demonstrating with their hands, making it easier to provide remote assistance, including outside normal business hours.
When technical issues arise, being able to show someone what to do can be just as important as explaining it. For Power Integrations, the need for a more flexible way to provide support was a key reason for evaluating XMReality.
Previously, providing assistance could require team members to return to the main office, taking time and creating additional challenges when support was needed outside normal business hours. XMReality gives the support and troubleshooting team a visual tool for guiding end users remotely, whether the experts are working from the office or from home.
PointPads make it possible to show, not just explain
During the evaluation, the ability to communicate visually was a key factor. Features for pointing, annotating and using PointPads to demonstrate actions with hands directly in the call were of particular interest.
In technical support, explaining a task verbally is not always enough. By demonstrating with their hands and highlighting relevant areas of the image, experts can show users what needs to be done and help them understand the next steps.
Several features are particularly relevant to Power Integrations:
- PointPads and hand overlays: Demonstrate actions with your hands directly in the video call to make instructions clearer.
- Pointing and annotation: Highlight relevant areas of the image and show users exactly what to focus on.
- Real-time visual troubleshooting: Combine video and visual guidance tools to help users understand and address technical issues.
- Flexible access: Join support sessions from a mobile phone or another device, whether working from the office or home.
Flexible support – including outside normal business hours
The ability to provide assistance when needed, without always having to be physically present at the main office, was an important part of Power Integrations’ requirements. Visual remote guidance enables the team to assist end users more flexibly, including when support needs arise outside normal business hours.
XMReality provides the support team with a tool for making expert knowledge more accessible remotely. The combination of real-time video, visual annotations, and the ability to demonstrate with hands can help make communication clearer when technical issues need to be investigated and resolved.
With XMReality and PointPads, Power Integrations can bring its expertise closer to the people who need assistance, regardless of where the support team is located.
