AIRe Link

Customer reports an issue to the machine vendor through established communication channels, typically by phone call or ticketing system. Technical support then offers to run an AIRe Link audio-visual session to investigate the issue remotely.

Technical support sends the invitation to the audio-visual session to the customer via sms or e-mail. Customer then joins the session by clicking the link on a smartphone or tablet and approving access to camera and microphone. No application is needed, just a compatible web browser.

Technical support can see what the customer sees and is able to navigate them through problem identification and resolution. The session can include audio, visuals, live pointer, snapshot annotations and even document sharing for clear and efficient communication.

If the problem can be fixed remotely then session is closed, and information may optionally be stored. This information may be used to build and share knowledge and experience. If a remote diagnosis concludes that site visit is essential, then the information acquired helps the technician be prepared to achieve the fix first-time.

Minimize unnecessary on-site visits
Do you travel to your customer site to fix trivial issues or to learn you do not have the tools and spare parts required to fix the issue? With AIRe Link, you can remotely see the customer issue, and clearly guide them to a first-time fix, or obtain on site ready to fix information.

Decrease cost and increase satisfaction
Do you have a growing number of machines on remote locations, lack of resources and stretched budget for customer support? AIRe Link will enable your team to improve the rate of first-time fixes remotely, whilst ensuring you meet customer expectations and exceed service level agreements.

Eliminate stress and increase production
Do you have a problem with the machine, which requires consultancy or service action from the vendor? Use AIRe Link to resolve the issue remotely or to share all the details with the service technician before their visit, so you get the production up and running, faster.