In field service operations, speed and accuracy determine customer satisfaction. For years, mobile video calls have been a reliable way for technicians to get remote help—showing the issue through a smartphone camera while an expert provides real-time guidance.
But as technology advances, a new contender is emerging: AR-enabled smart glasses. These wearable devices promise to take remote assistance to the next level, offering hands-free communication, real-time data overlays, and enhanced collaboration between technicians and experts.
So, how do traditional mobile video calls stack up against AR-enabled smart glasses? Let’s break it down.
The Role of Mobile Video Calls in Field Service
Mobile video calls revolutionized field support when they became widespread. Instead of relying on static photos or lengthy descriptions, technicians could use a phone camera to show the issue directly to a remote expert. This visual connection helped reduce guesswork, cut travel costs, and speed up resolutions.
For many organizations, this is still a practical and cost-effective solution. Most field technicians already have smartphones, and video calls don’t require new hardware or training. Apps like Blitzz make this experience even smoother with features like annotation tools, document sharing, and secure links that eliminate the need for downloads or installations.
However, while mobile video calls solved many communication challenges, they also introduced new limitations—especially as field tasks grew more complex.
The Limitations of Mobile Video Calls
Holding a smartphone while troubleshooting equipment is not ideal. Technicians often juggle tools, parts, and safety gear, leaving no free hand to hold a device. Camera angles can also be awkward, and poor lighting or movement can disrupt the expert’s view.
Additionally, mobile video doesn’t always provide the depth of information needed for precision work. Without contextual overlays or spatial guidance, experts can only describe what to do—not show it in the technician’s field of view.
This gap is where AR-enabled smart glasses step in.
Enter AR-Enabled Smart Glasses
Smart glasses equipped with augmented reality bring a new level of immersion to remote support. They allow technicians to work hands-free, wearing a lightweight headset that streams their exact point of view to a remote expert.
Through AR, experts can overlay digital instructions, highlight components, or place virtual markers directly in the technician’s view. This means guidance is not just verbal—it’s visual, precise, and instantly actionable. Platforms like Blitzz.co allow users to tap on their phone screen to focus on specific parts of the appliance, draw circles or markers around components, and even add notes in real time—all while staying connected with a remote expert. This level of interaction brings clarity to complex issues and makes remote guidance feel smooth, intuitive, and incredibly effective. Check out the video here to see Blitzz in action—it’s seriously awesome and shows exactly how smooth remote support can be.
In industries where every detail matters—like utilities, manufacturing, or telecom—this capability reduces errors and boosts first-time fix rates. It also creates a safer, more efficient environment for technicians working in tight or hazardous conditions.
How Smart Glasses and Mobile Video Can Work Together
It’s not a matter of one replacing the other. The best field service strategies often integrate both tools, matching the technology to the task.
For example, mobile video calls remain the simplest and fastest option for lighter troubleshooting or customer-assisted support. Meanwhile, smart glasses become invaluable for more complex repairs, training new technicians, or providing live visual instructions in challenging environments.
A unified remote support platform like Blitzz can support both experiences—allowing organizations to scale support based on the situation without switching systems.
The ROI Perspective
While AR smart glasses require an upfront investment, they deliver value through fewer return visits, faster resolutions, and stronger knowledge transfer. Over time, the cost of hardware becomes minor compared to the savings in technician time and travel.
Mobile video calls, on the other hand, remain cost-effective and flexible. They require no new infrastructure, making them ideal for widespread deployment across large teams or customer networks.
Ultimately, the right approach depends on your goals: efficiency at scale or precision for high-stakes work.
Conclusion
Both mobile video calls and AR-enabled smart glasses have transformed the way field service teams deliver support. The first made visual collaboration possible; the second makes it seamless and hands-free.
As more organizations explore hybrid models, the key is integration—a single platform that adapts to your workflow, whether your technicians are holding a phone or wearing a headset.
Blitzz helps make that possible. As a secure remote video support solution designed for industrial and field environments, Blitzz enables teams to connect through both mobile and wearable devices. The result is faster collaboration, better technician utilization, and stronger customer trust.
If you’d like to see how Blitzz supports both mobile and AR-driven field operations, you can book a demo to explore it in action.
Review these FAQs
Are smart glasses meant to replace mobile video calls?
Not necessarily. Smart glasses offer hands-free, immersive guidance, but mobile video calls are still faster, simpler, and more cost-effective for basic troubleshooting. Most field service teams benefit from using both, depending on the task.
What advantages do AR-enabled smart glasses offer in field support?
Smart glasses provide a technician’s exact point of view, hands-free operation, and AR overlays that highlight components or instructions. This leads to fewer errors, faster resolutions, and better performance in complex or high-stakes environments.
Are mobile video calls still effective for technical support?
Yes—mobile video calls remain a practical, accessible option. With platforms like Blitzz, technicians can annotate on-screen, focus on specific components, and collaborate in real time without needing new hardware or intensive training.
Is the investment in AR smart glasses worth it for field teams?
For industries with complex equipment, frequent repairs, or high travel costs, smart glasses quickly deliver ROI through reduced truck rolls, first-time fix improvements, and stronger knowledge transfer. For lighter tasks, mobile video calls remain more cost-efficient.
