HP xRServices Review: Customer Support in Mixed Reality

The innovative HP xRServices solution was first introduced by Hewlett-Packard in 2021. Back then, enterprises were still in the early stages of widespread XR adoption. While other technology brands began developing AR and VR tools, HP decided to take a different approach. It wanted to leverage XR to serve its existing customer base.

Partnering with Microsoft, HP built the xRServices offering to provide users worldwide with instant access to immersive troubleshooting tools, remote assistance, and rapid onboarding experiences. According to HP, the solution was the first mixed reality service specifically focused on the print industry, and since its launch, the brand has received plenty of positive feedback.

But just how beneficial is a mixed reality service for the print industry? Here’s our behind-the-scenes review of the features and benefits of HP xRServices.

What is HP xRServices? The Features

While HP’s xRServices solution might be one of the first mixed reality support offerings focused on the print landscape, its concept isn’t entirely new. Since the adoption of extended reality tools began to skyrocket, particularly in the industrial landscape, countless companies have introduced their own versions of “remote support” apps and software.

These apps allow users to access expertise and guidance alongside three-dimensional content using an AR app, mixed reality headset, or a set of smart glasses. HP’s xRServices is a similar “remote guidance” solution designed to help companies and consumers maximize their next-generation printers.

The offering revolves around a convenient app on the Microsoft store for the HoloLens 2 Mixed Reality headset. The app allows users to:

• Run maintenance procedures on HP printers and presses using self-guided workflows.
• Troubleshoot problems and receive step-by-step instructions on replacing parts.
• Engage in immersive training sessions within virtual environments.

Additionally, whenever users need additional guidance, they can contact the HP support team and receive instructions from a virtual coach. Video chatting and document visualization support comprehensive collaboration between team members, experts, and engineers.

HP hasn’t detailed what software it’s using to run its technology, but it’s likely the company is leveraging Microsoft’s existing XR Remote Assistance platform (Dynamics 365 Remote Assist). This includes support for most of the features HP showcased in its “concept video” for the new solution.

The Benefits of HP xRServices for Business Users

At a glance, the HP xRServices solution might not seem particularly innovative. Plenty of other companies are offering “remote support apps” in the world today.

However, the offering delivers several benefits to HP customers looking to unlock the full potential of their technology and minimize downtime. Compatible with all HP industrial printer hardware, HP xRServices can:

• Increase machine and system availability: Rather than calling a contact center or waiting for a technician to come out and fix a problem, users throughout a business ecosystem can simply wear a HoloLens headset and start troubleshooting issues immediately. Instructors can guide team members through comprehensive repair and part replacement processes, minimize unnecessary downtime, and ensure operations run smoothly.
• Enhanced customer experience: The main focus of the service is to elevate customer experiences, transforming standard conversations with technicians and engineers into extended reality interactions. HP’s app gives HoloLens users instant access to virtual experts who can rapidly diagnose problems you can’t fix yourself. The result is faster, more convenient customer service journeys and quicker resolutions.
• Improved onboarding and training: HP xRServices don’t just help companies fix printer problems quickly. They also ensure new employees can learn how to use, optimize, and troubleshoot devices faster. The HoloLens app includes access to simulated on-the-job training sessions. Plus, team members can collaborate through the app to coach their new employees through processes like installation and repair.
• Reduced costs: The ability to fix problems faster, reduce downtime, and increase output aren’t the only things that make HP xRServices a cost-saving opportunity for companies. The extended reality solution also reduces the need for travel by aligning experts and users in a virtual world. This could even help companies.
• Increased productivity: With the HP xRServices app, team members can run maintenance procedures on HP processes on autopilot, minimizing the need to align teams around comprehensive projects. Step-by-step guidance and virtual content presented through the HoloLens headset empower any employee to accomplish more with less support.

HP xRServices: Accessibility and Pricing

Interestingly, while HP has its own collection of XR headsets in the “Reverb” portfolio, the xRServices solution isn’t intended for this hardware. This could be something HP changes in the future if it continues to invest in XR device manufacturing.

In the meantime, xRServices remains exclusively tied to the HoloLens 2 headset from Microsoft. This means you’ll need a HoloLens device and the xRServices app available on the Microsoft app store to leverage the service. The app is free to use, but the full service isn’t.

Unfortunately, HP hasn’t shared transparent pricing information since the solution was released in “beta” in 2021. However, businesses can contact the HP team to book a demo and learn more about pricing options. Additionally, it’s worth remembering this service caters explicitly to HP customers with industrial printers, such as the HP 3D, Indigo, and PageWide printers.

Is HP xRServices the Future of Print Industry Support?

HP’s xRServices solution, offered in partnership with Microsoft, highlights the growing potential of extended reality in the business landscape.

Not only can companies use XR technologies to improve collaboration, training, and team creativity, but they can also access these tools for advanced customer support. HP’s xRServices offering responds to the growing need for remote guidance and workflow solutions to minimize travel, downtime, and unnecessary business costs.

For print industry members, this immersive service could be an excellent investment in improving team productivity and technology uptime.