Digital Customer Support with the Remote Support Platform RISE
RISE Technologies GmbH is a pioneer in the segment of remote support solutions with a focus on mid-sized companies in the mechanical and plant engineering industries. Since 2017, RISE has been offering a cloud-based software solution to support service employees globally by remotely located experts. RISE is based on a comprehensive feature set of chat functionalities, interactive AR-based video conferencing and the documentation of the exchanged expert knowledge to create a powerful knowledge base. For this purpose, RISE provides apps on all relevant devices, from browsers to desktop software to mobile apps on iOS and Android as well as a dedicated app for the Realwear HMT-1.
With the Corona crisis in 2020, it became apparent that the support of service employees was less relevant due to travel restrictions. Instead, the direct remote support of customers and operators of complex machines and plants began to significantly gain traction. RISE focused on this use case in 2020 and added numerous valuable features for the “digital customer support” to its existing software platform.
New Core Feature: Automated Contact to the Help Center
With a recent update, RISE has added a helpdesk component to its software to enable an even easier and faster automated contact between customers and helpdesk experts. A button in the RISE app enables users to directly contact a suitable helpdesk employee, both on mobile devices and on the Realwear HMT-1 via voice control, in order to receive immediate support from the ideal contact person. The customer thus receives the appropriate support as quickly as possible without the time-consuming search for an available service employee. At the same time, a support case can be escalated to further support levels, e.g. to a global helpdesk, in order to work on the customer’s troubleshooting across all service levels. This enables a seamless flow of communication across all channels, resulting in increased productivity and satisfaction for everyone involved.
Not only Video Conferencing but also Exchange of Images, Videos, Documents and Voice Messages
With RISE, knowledge transfer does not only take place via interactive video conferences. Service employees can communicate interactively with each other within the RISE apps to exchange and view messages, images, videos, documents and voice messages. Especially on the Realwear HMT-1, voice messages help to quickly exchange information without having to type long messages.
All Service Documents on your Smartglass
In order to further develop the possibilities for customer support in machine and plant engineering, RISE is working on the integration of existing service documents, e.g. manuals and maintenance instructions. Accordingly, service technicians as well as customers will have all relevant service documents directly on the smartglass in the future to enable self-help in addition to the communication with experts. This will make the entire troubleshooting process even more efficient.
RISE is a comprehensive remote and customer support solution for the industrial service in mechanical and plant engineering. With its numerous features, the software digitizes the entire support process and thus enables rapid contact with the best available expert, effective remote support, and documentation of the exchanged expert knowledge in order to build up a knowledge database. RISE can be used as an immediately usable cloud solution or as an individual white label environment including customer-specific apps, also for the Realwear HMT-1.
Contact
RISE Technologies GmbH
Zugasse 23
50678 Köln, Germany
Martin Riedel
Founder and Managing Director
martin.riedel@rise-rs.de
Web: https://rise-rs.de