Product Spotlight: Remote Assistant

Overview

As highly-skilled and experienced technicians become less common, field service organizations must rely on technicians who don’t always have the required training or expertise to solve every challenge, leading to reduced productivity in the field.

The Zinier Remote Assistant app leverages the Blitzz Visual Assistance platform to enable technicians to connect with subject matter experts, in real time, to solve issues in the field.

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Back Office Capabilities

Initiate Remote Assistant Sessions

Coordinators can initiate sessions directly from their task list, automatically sending the session request to the technician associated with the task.

Screen Control

Take control of a technician’s screen to guide them through the task at hand.

Screen Annotations

Annotate directly on the shared video screen to clearly point out areas of interest and help drive towards a resolution.

Screen Caps

Capture screenshots during the Remote Assistant session to keep a log as a record.

Direct Chat

Back office users and technicians can chat with each other during the session. The conversation history will be saved and accessible to all session participants.

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Field Execution Capabilities

Request Help from Subject Matter Experts

Technicians can request a Remote Assistant session from the Zinier app or in the context of their task.

Join Remote Assistant Session

Once the session request is accepted by the back office, the technician receives a notification through the Zinier app to join the session.

Screen Share

Technicians can share their screen with other session participants.

Screen Annotations

Annotate directly on the shared video screen to clearly point out areas of interest and help drive towards a resolution.

Screen Caps

Capture screenshots during the Remote Assistant session to keep a log as a record.

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Remote Assistance in Action