What is a secure network connection and what can you do to secure your setup? A secure network is any type of network that has security measures in place to protect from unwanted intrusions.

Every network is vulnerable to intrusions, but with the right security protocols, your network becomes less prone to attacks. We share our best and most essential tips on what to do to ensure a secure setup.

Perform updates regularly

Check for firmware and software updates regularly on all network components. Stay curious about new security features that could better your current setup.

Set a strong defense

To prevent anyone from stealing files on your network or eavesdropping, set a strong defense.

There are many next-generation firewalls (NGFW) that integrate Advanced Malware Protection (AMP), Application Visibility Control (AVC), Next-Generation Intrusion Prevention System (NGIPS), and URL filtering. As the threats to your networks grow more advanced, so should the firewalls you set up – take a look at all the benefits of NGFWs here.

MAC address restrictions

Every device that’s connected to a wireless network has a unique MAC (media access control) address. Knowing the MAC address of different devices allow you to set a limit on what devices may access your wireless network. Just find the MAC addresses on each device you’re using and enter the addresses in the list of allowed addresses on the wireless access point.

Our new device, Airtame 2, comes with the printed MAC address directly on the device and box, making cataloging of the MAC addresses even easier.

Read more: How networks work

Authentication protocol

WiFi Protected Access such as WPA2 should be set up on your wireless router along with a password. WEP and WPA are now considered outdated, so make sure you’re up to speed with the new protocols.

WPA2 is essentially the set of rules that allows a host to authenticate to the network. WPA2-Personal states that a host/endpoint must know the preshared key to authenticate, thus making it difficult for intruders to piggyback on your network.

Broadcast SSID

Networks all have a name known as the SSID (service set identifier). Most likely you’ll see the ID broadcasted so that all wireless devices can select the network and connect.

If the wireless device doesn’t know the name of the network, then, of course, it can’t connect to it either, and that could be the protection you’re looking for. If you turn off Broadcast SSID, then your wireless network won’t broadcast its ID for client devices to find and connect to.

SD-Access

SD-Access (Software-Defined Access) can help you enable or disable network access for any user or device, to any application. It’s a great way to control who gets access to your network.

CASB

A CASB tool (cloud-access security broker) identifies threats in the cloud and protects against intrusions with a DLP (cloud-data loss-prevention) engine. With more and more information stored in the cloud, you need security measures that stands between your on-premises infrastructure and cloud applications and stops threats at the gateway.

Secure your network physically

While it’s imperative to secure your cloud applications and access to your network, it could be helpful to secure your network physically as well.

Why is that? Just as hackers, bots and viruses can seriously harm you if you don’t set up a firewall, intruders in real life can run away with your hardware or plug in a wireless router that gives them access to your network.

If you secure ports and outlets, disconnect the ones not in use or simply hide them away, then that shouldn’t happen as easily.

If you want to know more about how you can deploy Airtame securely on your network, visit our Help Center. Got a question? Don’t hesitate to reach out to our customer support team

The post How to improve your network security appeared first on Airtame.

What you need before setting up

• Airtame 2 (and all accessories from the box)
• The display (e.g. TV or projector) that you will equip with Airtame
• WiFi network (or Ethernet connection)
• Laptop (Windows, MacOS, Linux)*

*The initial setup is not possible from a mobile device or Chromebook.

Physically installing the device

1. Connect the two ends of the Aircord splitter into the power supply and the HDMI port of the display, respectively. Always use the provided power supply.
   
   
2. Place the magnetic wall mount onto the back of the Airtame device.
   
   
3. Connect the USB-C (remaining end of the Aircord) to the Airtame.
   
4. Choose one of the following options for placing the Airtame:
   1. For a permanent installation, you will need to peel the red stickers off the back of the wall mount, as well as the back of the Aircord splitter, in order to secure them to the wall (there is a strong adhesive underneath the stickers).
      
      
      Mount the Airtame 2 on the wall approx. 10cm/4” from the edge of the display.Only remove the stickers before permanently sticking the device to the wall.
      
      
   2. For a non-permanent installation, simply place the Airtame and Aircord splitter onto the back of the display’s edge. Most TVs have a magnetic frame, so the magnetic force will keep everything in place. In this case, do not peel off the red stickers.
      
      
   3. For a non-permanent installation with a projector, place the device on top (in a spot that does not heat up when the projector is in use).
      
      

Configuring your Airtame 2

Congrats, your Airtame 2 is now installed! You should be seeing a “Present Wirelessly” message on your Airtame-equipped display, with the name of your new device (starting with “airtame-oob”). If you don’t see this message, try changing the HDMI input on your display until you’ve found the right one.

“Configuring” refers to setting up the different characteristics of a device, including how it’s connected to a local network. This is the purpose of these next steps.

1. Download the Airtame application here. Please remember that you will need to use the application on a Macbook, Windows or Linux computer for the initial setup.
2. Open the application, and click the Set up button next to the name of your new device.
   
   
3. In the in-app setup, select a name for your Airtame.
4. You will now be prompted to connect the Airtame to your network (via WiFi or Ethernet).

WiFi connection

To connect via WiFi, select your network from the WiFi list and choose 5GHz over 2.4GHz if available.

Click “Connect” and enter your computer’s user password to allow Airtame to temporarily switch to Airtame’s own hotspot to transfer this configuration. Once the setup is done, your computer connects back to your local WiFi.

A confirmation message will show on the Airtame-equipped display, stating that the Airtame is now on your local WiFi. A new IP address will also be visible on the display.

Ethernet connection

To connect via Ethernet, it’s best to connect the Ethernet adapter and cable before clicking on the “Set up” button in the app.

When connected to the Ethernet adapter as shown in the above image, an IP address will appear on the display automatically.

Once you click the “Set up” button in the app and have given the device a name and selected Ethernet, name the Ethernet connection the same as the SSID it is connected to. If you’re unsure of what the SSID is, check with your IT administrator.

For more info on setting up with Ethernet (including how to have a simultaneous Ethernet + WiFi setup), click here.

Start your first presentation with Airtame 2

Now that your device is connected to the local network, just take a minute to double check that your computer is also back on the local network (and not still connected to Airtame’s own hotspot).

To start mirroring your computer screen:

1. Open the Airtame app.
2. Find your device in the list or enter its IP address.
3. Click the “Share screen” button next to the name of your new Airtame.
4. When you are done, return to the app panel and click “Stop” to finish the stream.
5. If you want to mirror a specific window (e.g. a document or browser), click “Share window” in the app, and then click on the desired window. Click “Stop” to end the presentation.
6. To play sound from your display’s speakers instead of your laptop, click on the audio icon that will appear in the app panel once you’ve starting presenting.
7. To present to more than one Airtame at a time, you can:
   1. Click “Share screen” next to multiple devices in the app, or
   2. Click “Share window”, select your desired window, and then go back to app to click “+ Add screen” (and repeat this for any additional Airtames).

What’s next?

Now that you’ve set up an Airtame 2 and tested out streaming, you can begin to show others how it’s done. Click here for our guides to helping colleagues use Airtame.

In addition to using Airtame for presentations, you can also use it as a digital signage solution. Click here to find out how to set a custom background to be shown on your Airtame-equipped display when idle.

You can also watch this short video and find out how Airtame works:

Need help with Airtame 2 setup?

Are you about to introduce Airtame to your end-users but aren’t sure about the best way to get them started? You are always welcome to book an onboarding call with our Customer Success team!

You can reach out to our support team via our live chat at airtame.com, or send an email to support@airtame.com. We are always happy to assist!

The post How to set up your first Airtame 2 appeared first on Airtame.

At Airtame, we focus on delivering experiences through strong customer support and customer success. Airtame has experienced tremendous growth since getting started back in 2014, and for this to continue it’s vital to attract competent partners who will expect both support and success from us as we mature further.

But what do these terms mean? In a nutshell, customer support involves helping people to install and use a product in the correct way and solving any issues that come up in the process. And then there’s customer success, which has to do with managing the relationship between a company and the people who use its product and services. Providing customer support is a precursor for delivering customer success, and both should be considered indispensable.

It’s a mistake to use these terms interchangeably, but it’s also incorrect to consider them as independent of each other. Many of the goals of customer support and customer success overlap: achieving customer retention and loyalty, brand differentiation, increased customer lifetime value (CLV), return on investment (ROI), and reduced customer churn. In other words, you should care about these areas of your business.

The purpose of this article is to share about how we’ve learned to incorporate and prioritize both support and success, as well as manage the exchanges between them.

The motivation for writing about this topic is twofold. First, we want to communicate how we handle relationships with leads and customers. Second, we want to offer inspiration for other fledgling B2B companies who are at a crossroads in understanding how to implement support and success to keep advancing in a meaningful way.

Before sharing our journey and how things look at Airtame today, it’s first necessary to understand the differences between support and success.

Making the distinction

Back in the day: The evolution of support and success at Airtame

How we do customer support today

Transitioning from support to success

How we do customer success today

Looking to the future

Making the distinction

The purpose of making the distinction is to be able to grasp how the needed processes, skills and mindsets can vary between customer support and customer success.

Having the right people in place is a good point of departure. When selecting candidates for support, hiring managers would do well to look for someone who is a natural problem solver, a great listener, patient, and tech-savvy. Playing a part in support requires the skills to communicate with and between product developers and end users.

When it comes to success, you’d likely want someone with strong presentation and interpersonal skills, and experience with relationship management. They’d need to comprehend technology from a customer’s point of view, to act as a consultant when advising on the best use case for a prospective client.

It’s important to keep in mind that these characteristics are by no means mutually exclusive. They instead reflect the particular demands of support and success. This can be further understood when looking into the nature of the processes and perspectives that are common to support and success:

It’s once again relevant to note that these dichotomies don’t have to contradict each other. They rather represent two sides to a balanced approach. An example is how our team has guidelines for how quickly we should get back to customers via live chat, and how long it should take to solve an issue.

While markers are in place, there is some wiggle room regarding how much time to spend with a given customer. It’s much better to take an extra few minutes to introduce yourself in the beginning and be 100% sure that all is well by the end of the conversation.

We don’t want to risk sacrificing social etiquette and quality support for the sake of speed.  At the same time, it’s good to have at least an average response time to shoot for.

In the case of Airtame, both support and success are encompassed in the Customer Success team. The choice of name reflects our emphasis on long-lasting partnerships with the businesses and schools that partner with us.  That said, we do not undervalue the vital role that support plays.

We believe that success will never actually be possible if it’s divorced from support. It’s taken us some time to develop our approach and manage the complexities of giving separate attention to both, as well as managing the interactions between them.

Back in the day: The evolution of support and success at Airtame

Airtame started production back in early 2014 upon the success of an exciting Indiegogo campaign that raised over 1,500,000 USD. In the beginning, what was originally called the Customer Support team focused on communicating with backers who had funded us on Indiegogo.

Once Airtame was launched, most support issues concerned shipping delays. The team worked in a reactive mode most of the time, concentrating on solving logistical and technical problems. Work became more effective when Zendesk was introduced, as we could create macros such as saved replies to send in response to FAQs.

The focus was on increased efficiency, but this soon developed to emphasize a more proactive approach. We switched from Zendesk to Intercom, as the later offered a more extensive range of tools, including the possibility to create onboarding flows.

Asking for feedback

The team began reaching out to users to ask them for individual feedback on their experiences, while also getting the message out that there were ways to make Airtame more advantageous by updating its software. This assisted in growing customer retention, as many people dusted their Airtames off once they got wind of the latest progress.

In addition to providing email contact, we got live chat up and running on our website, and started calling customers to get a more personal feel for their use case and pain points. A big step was to input customer information into Pipedrive, which has since served as an excellent tool for keeping track of potential and existing customers and their use cases and preferences.

The team collectively worked on comprehensive documentation to be used for training new hires as well as onboarding new users.

Involving people from different departments, including sales and marketing, resulted in valuable ideas for growth. In fact, it was someone from our sales team who pushed the fact that Airtame was well suited to serve educational institutions as well as businesses (our primary target at the time).

The first-ever follow-up message was developed in collaboration with someone from our marketing team. We wanted to increase the number of onboarded and active users. Product improvements were pivotal to achieving this, but so was expanding the scope of how we interacted with users.

Follow-up and onboarding communications fostered a lot of feedback, which was then fed back into the pipeline when molding how we did support and success, as well as marketing and product development.

Keeping customers satisfied

Although many of our pioneering initiatives were time-consuming, they were necessary to learning what to pursue in the future.

In the beginning, these projects helped to improve support metrics such as customer satisfaction, which came into effect started responding faster and with more concise answers based on streamlining information. We never ceased to abandon support efforts. The impact over time was rather that the team grew in size and maturity, and so they broadened their priorities to cover success metrics.

Regarding success, we started asking people how likely they’d be to recommend us so we could assess our Net Promoter Score (NPS). The data this generated was both quantitative (in the form of a numerical score), as well as qualitative (in the form of explanations that customers would provide for the ratings they chose).

Incorporating this level of insight opened up new possibilities for understanding customer value, as well as how we could improve functionality and onboarding instructions.

At this point in our journey, we had gotten on the right track to a long-term success strategy. A decision that was symbolic of this transition was when we changed the name of the team from Customer Support to Customer Success.

How we do customer support today

Support continues to be a critical part of the Customer Success team’s responsibilities today. Delivering high-quality support contributes to maintaining a unique reputation, as our target audience will opt for those who offer the best experience.

Assisting our customers in using Airtame, and solving any issues they encounter, takes place in both our Copenhagen and New York City offices.

In both locations, we work in an open space office, to make support run smoother. We can easily and quickly assist each other if a question or issue come up that is outside of our expertise. At the same time, there are extra rooms outside of our primary workspace, so that we can sit somewhere quiet to concentrate fully on a given call.

All team members in charge of support strive to ensure that any technical issues that arise will not discourage our customers, but conversely, offer an opportunity for our partners to feel even more comfortable in doing business with us.

• Reacting

  We strive to respond to customers in a timely and precise manner. Depending on the specific need and level of urgency, they have various options for how to get support. As we have people working in both Copenhagen and New York, we’re able to offer phone and chat support for business hours in both regions. If an issue is timely (e.g., someone setting up for an important conference), then they can reach out to us on our live chat, and, if necessary, we can call them to walk them through how to solve a given problem. Being able to react fast in a calm and collected way helps to reassure users and earn their trust.

  Customers can also book a call in advance. We offer welcome calls, set-up calls, technical calls, and Q&A calls. We use Intercom for live chat and email support, Calendly for booking calls, and AirCall for contacting people who’ve scheduled a call.

• Focusing on solving problems

  Problem-solving can range from figuring out why the sound is not coming out of someone’s TV when streaming a video to Airtame, to findings solutions to shipping delays. For troubleshooting technical issues, it’s necessary to be methodical in eliminating possible causes/solutions until you find the right one. Such tasks require a holistic knowledge of the entire company and who’s doing what when, to know which coworker to loop when a situation that can’t be solved individually.

• Focusing on satisfaction

  We track our Customer Satisfaction Score (CSAT), which is a measure of how well we’re doing. To get the data that indicates the CSAT, we ask customers how satisfied they are at the end of a chat session. They have the option to respond on an emoji scale

• The CSAT is taken into account for the entire team at the end of each week.  We can also take account of our own CSAT, to get a general idea of how happy customers are with the individual service we’re providing. People can leave comments, and we make sure to follow up with both unhappy and happy support cases. Generally speaking, having more hands on deck facilitates shorter response times and better support experience, meaning a higher CSAT. However, within a support context, it’s essential that “what’s everyone’s job doesn’t become nobody’s job” so that someone is always manning the various communication channels.

• Focusing on the short-term

  The long-term is a cumulation of a whole string of decisions and advances made today. It’s vital to look ahead, but not at the expense of neglecting the demands of today. We offer welcome and set up calls as a way to focus on the beginning of the customer journey, ensuring that they have a smooth start. When we ensure a good start with the product, including straightforward installation and setup, that puts us on a good path for a long-term healthy relationship.

  One of the most important short-term goals is to guarantee that the very first streaming experience is great, as this offers the best chance of someone staying engaged over time. To maintain high results at the critical start of the customer journey, we make sure current and new employees are aligned and onboard for calling customers to transmit necessary information.

• Answering questions

  The resources that we use for quickly answering questions include articles from our help center and saved replies. When people reach out to us via email or live chat, we’re able to refer them to relevant articles tailored to their inquiries swiftly. We use saved replies when writing back and forth on Intercom, which is highly efficient when responding to FAQs. These include questions about what devices work with Airtame, what the options are for digital signage, and how Airtame differs from home entertainment products, such as Apple TV.

• Focusing on efficiency

  Our customers are busy and, to appear competent, it’s necessary to assess performance regarding efficiency. Other than satisfaction scores, we also take into account how many customers have reached out to us, and how long it took on average to close each conversation.

  We also look into how many welcome calls, technical calls, Q&A calls, set up calls that we get. On the one hand, more support cases can represent how our community of users is growing. On the other hand, we also need to be critical and consider whether an increase in set-up calls, for example, reflects that fact that we need to improve upon our setup instructions.

• Working Independently

  It’s great to know that your team has your back. At the same time, we also emphasize personal responsibility and growth. When recruits get started, they start helping customers within their first week at Airtame.

  We’ve each found that this is the fastest way to learn about the company and the product. Of course, no one is an island, and we also prioritize supporting and keeping each accountable – by tagging each other in pending conversations, sending reminders, and requesting advice.

• Keeping track of costs

  For purchases made through our website, we offer a 30-day risk-free trial, meaning that customers can return devices and get a full refund (excluding return shipping costs). If we fail to provide exceptional support during the first month that a customer is testing out Airtame, all of the effort made on behalf of our team (and other teams) will have resulted in lost revenue.

  Airtame is not for everyone, and a crucial step to avoiding returns is to be clear when leads reach out over chat and Q&A calls. It cuts down on costs if customers that don’t “fit” our product find out right away, rather than after their Airtame arrives. We keep track of items that are returned or replaced, as well as logistical costs, to keep costs down.

• Sticking to our instinct

  Being rigid can be a good thing when you don’t want to let standards slip. We aim to be soft on people (both customers and coworkers) and tough on problems. This way we’re continuously raising the bar, while simultaneously reducing wasted time and effort.

Transitioning from support to success

Things move from one-on-one support to success as soon as people start collaborating and applying a situation to more than the immediate problem or request. There is a multitude of instances where support converts to success.

For example, if we notice numbers going up a lot for set-up calls, we take into account whether this is to do with selling a significant amount of Airtames within a particular period. We might also consider whether an increase in set up calls is due to unclear instructions within the onboarding email flow. This is done by tracking relevant data on common issues and bugs (a part of support), to collaborating with developers on how to improve the product and user experience (a part of success).

We also receive feedback on each help article, giving users three options to rate whether or not the content answered their question.

These transitions exemplify how assistance and education are meant to feed into nurturing, activation, and upselling further along in customer success initiatives. These will have the more long-term aims such as ensuring optimized email flow tailored to different user profiles and sharing use cases and best practices.

How we do customer success today

Aside from offering ongoing support, the spotlight is now on finding meaningful ways to generate revenue and provide value through customer success management. To achieve this, we engage in a variety of projects and initiatives:

• Staying proactive

  Being proactive often means being the one to start a conversation. A lot of resources go into reaching out to both leads (people who are interested) and users (people who already have Airtame). This is mostly done through email campaigns, as well as through social media.

  We seek out feedback on an ongoing basis, which informs future communications as well as product development. We’re also not shy about asking happy customers to help spread the word with reviews, testimonials, and referrals.

• Focusing on goals

  A key goal of customer success is to concentrate less on fixing bugs and more on improving the overall user experience. This approach requires a lot of skill, as well as plain old trial and error. This thinking applies to product development as well as onboarding customers, employees, and resellers. An overarching goal is to have the right people in place and invest in their training.

• Focusing on customer value

  Value means something different to everyone, and so it’s essential that communication is somewhat personalized.  We send out email flows targeted at different users. An IT administrator will receive information that relates to his role, and a school teacher will have access to the content that’s most relevant to a classroom context.

• Focusing on the long-term

  Having people make the most of Airtame in the long-term requires continuous communication and updates. It’s essential that customers are not “dropped” as soon as a transaction has taken place.

  Getting people to keep using Airtame and keep engaging with us means that onboarding isn’t a one-off exercise. The product has a lot to offer, and new features are continually in the pipeline. Rather than bombarding people with information, we gradually teach people how Airtame can make their everyday lives more comfortable.

• Customer Lifetime Value (CLV) and retention

  To optimize the customer journey, we need to think long-term. It’s a priority to let people know that we offer a 30-day risk-free trial, so that leads don’t feel pressured into a purchase.

  “Day zero” for a customer might involve signing up for the newsletter. In this case, the next steps would be to encourage them to book a demo call, then make an initial purchase, after which they’d receive a confirmation and delivery information.

  A crucial facet of customer success is not just selling the product, but selling it to the right people.

  We pride ourselves on delivering personalized demos and following up on conversations with compatible leads. We aren’t afraid to tell people that Airtame might not be the ideal solution for the needs, especially for those who are looking for something to use for home entertainment. Our sales pitch is transparent; this is the only way to earn trust in the long-term.

  For those who do buy Airtame, we send out the onboarding email flow. This includes ten messages that communicate:

  1. A warm welcome
  2. How to set up Airtame
  3. How to get started
  4. How to optimize streaming
  5. An introduction to Airtame Cloud
  6. How to set up a Cloud account
  7. How to use the features of the Cloud
  8. How to make the most of digital signage
  9. How to get colleagues and guests using Airtame
  10. A request for feedback

• Being human

  We take as much time as is needed to make a connection. Our customers are delighted to know that a real live person is happy to talk to them via chat or over the phone. Machines and programs are there to make our lives easier, not replace what we do.

  Knowing the name and contact details of a company representative is reassuring to a lot of customers, as we aim to have a level of rapport established after each conversation.

• Taking collective action

  In addition to having regular Customer Success meetings to sync up and brainstorm creative ways to meet the needs of our customers, we also work closely with other teams.

  Everyone who joins also needs to have a grasp on how we do sales, marketing, logistics, and product development. We use Slack to share feedback within and between teams, and also connect with one another using Pipedrive, Google Suite, Intercom, Calendly, Basecamp, and Favro.

  We also encourage sessions where Airtamers from outside Customer Success to get hands-on chat experience while sitting side-by-side with someone on the Customer Success team. The objective is twofold: for everyone to understand the needs and challenges of our customers, and for the Customer Success team to get feedback from colleagues who are interacting with a fresh outlook.

• Following the money

  In addition to the social side of communication, it’s essential not to forget the bottom line. We aim for website repurchase to represent 50% of revenue, and compare percentages between different markets (e.g., repurchase in the U.S. vs. Europe). Being devoted to customer success means bringing in more revenue in the long term.

  In addition to helping make sales, streamlining processes and information sharing reduces the cost of acquiring a customer. This ties in with self-service deflection, when answers and explanations are readily available online. Information and step-by-step guides are documented in our online Help Center.

  Many customers access this when checking out our website and reading up on how to best use Airtame. We can also send links to specific articles when sending an email or responding on chat, which saves an impressive amount of time compared to typing out an answer when a common question or issue comes up.

• Staying flexible

  When it comes to how to create value for the businesses and educational institutions, we can only grow if we’re willing to experiment. Airtame is a living product, and we need to improve technology and communication continually. The day we stop exploring is the day that we become obsolete.

Looking to the future

Going forward, we want to boost both support and success. As the Airtame family grows, we want to improve availability regarding time zone coverage and phone support. We have teams based in Copenhagen and New York who provide support to people all around the globe, but in some cases getting to talk to someone directly requires some serious maneuvering.

We also want to grow our team and competences, especially concerning network expertise, as this is a significant need for customers in large bureaucratic institutions.

We want to increase collaboration with our developers, as this will provide a deeper level of intuition when it comes to troubleshooting technical issues. It’s critical that this is a bilateral exchange, as developers also need to gain insights on the end user experiences that they don’t receive directly.  A part of this is to be able to expand and optimize both internal and external testing of any new features.

Collaboration needs to be done wisely, as the aim is to share knowledge while not interrupting workflow.

A work in progress

In addition to enhancing support, our vision for the future involves a continuous assessment and revamping of how we do customer success. Our efforts will continue to include optimizing email campaigns and finding meaningful ways to follow up with new and ongoing customers. The way we report feedback is also changing, with more interviews and case studies.

Customer support and customer success are more than functions. Without both, we’d be left with a handy piece of technology, and no one would know about it or how to use it. Creating value for people, and getting it out there, has to be at the forefront of our strategy.

Interested in getting to know our Customer Success team better? Give us a call.

The post What’s the difference between Customer Success and Customer Support? appeared first on Airtame.

• Questions related to Airtame 1
• Questions on functionality
• viQuestions on accessories
• Questions around purchasing
• Questions about everything else

Questions related to Airtame 1

Why is Airtame 2 more expensive than the first generation device?

We are creating a new, more powerful and better product. The improvements are based on experience from the first generation, feedback from customers and the development of technology in general, which requires more parts, which are often more expensive too.

The product is more expensive to produce, with superior components to the previous generation, and is thus more expensive to purchase.

What are the main differences between Airtame 1  and Airtame 2?

• • Hardware: Aside from shape – more RAM, more memory, which means a faster device, faster updates, and a product better equipped for future apps. There’s also a new SOC (System On a Chip), which has 2x more graphics processing power (meaning the device can handle “heavier” content more effectively).
  • Improved streaming: Full HD 1080p @ 60 FPS (Frames Per Second) – the first generation Airtame was @ 30 FPS
  • Kensington Lock Slot – so you can protect the device in your surroundings – a feature that has been in demand for our first generation Airtame.
  • Improved stability: Better, more stable WiFi connection (of course dependent on the network setup at your workspace)
  • A longer custom cable is included in the Airtame 2 (Aircord) than the first generation Airtame.
  • Committed power: Airtame 2 needs to be powered by AC/DC supply or PoE adapter – not by the USB port behind your screen.
  • PoE adapter – not supplied with the device, but will soon be available

When can I expect my device to be delivered?

We will keep this article updated with expected shipping times and status.

How does Airtame 2 improve on latency and lag issues of the first generation device?

There are many factors affecting the latency and lag when streaming – including the network connection, Computer hardware, and Airtame.

Because of the hardware upgrades mentioned earlier in this post, Airtame 2 will be able to provide an improved streaming experience.

The upgraded network components will help improve the network connection and provide better stability during streaming.
Other upgrades including the total RAM and newer CPU will help improve the streaming experience with a more smooth image with more FPS (frames per second).
Additionally, it is worth mentioning the increased RAM to 2gb will provide better performance when Airtame 2 is running dashboards.

Questions on functionality

Will Airtame 2 handle 4K streaming?

Airtame 2 will, like Airtame 1, support 4K streaming, but will downscale to 1080p (Full HD). The Airtame 2 is not going to support streaming in 4K resolution.

From our years of obtaining customer feedback, it became clear that full HD 1080p streaming @ 60 frames per second would be the most effective and necessary output for most business and education environments. Furthermore, the decision to down-prioritize 4K streaming allows us to keep the price of Airtame 2 lower than our B2B competitors.

How does Airtame 2 compare to Chromecast?

It does not compare. Chromecast is an entertainment device for streaming Video/TV. Airtame 2 is a B2B solution, incorporating functionalities applicable to mass business and education rollouts, such as WPA2 encrypted network access, cloud management, and digital signage. For more info, read our Chromecast comparison article.

How does Airtame 2 compare to Apple TV?

It does not compare. Apple TV is an entertainment device for streaming Video/TV, solely for Apple products. Airtame 2 is a B2B solution, incorporating functionalities applicable to mass business and education rollout, such as WPA2 encrypted network access, cloud management and digital signage. For more info, read our Apple TV comparison article.

How does Airtame 2 compare to other B2B wireless screen sharing solutions?

You can see a full comparison overview here.

Can this new and improved Airtame be used for home use?

It is not a replacement for Chromecast when it comes to TV/Movie-streaming. It is a product for Business and Education use: presentations, digital signage, etc.

Questions on accessories

Airtame 2 comes with a non-removable adhesive to mount the device. What if I need to move my TV?

The non-removable adhesive is one-time use only, and therefore should only be used for a permanent Airtame placement. You do not need to drill into a wall – the adhesive sticks to a surface and the magnet attaches to the Airtame device securely.

If a user is trying the Airtame 2 device, is likely to move it or the screen they need to connect it to, then we recommend not using the adhesive, and instead using the magnetic wall mount. Many TVs and projectors have magnetic areas on the frame, on to which the customer can attach the magnet. This allows for a more flexible AV solution, while still keeping your Airtame 2 mounted and in good wireless range.

Why does the Aircord have an adhesive?

This is to ensure better, cleaner cable management. The Aircord adhesive is not essential for a successful setup.

Can I get replacement adhesives for the Aircord and magnetic wall mount? How about magnetic wall mounts?

Yes, to both. Please contact support@airtame.com or your Airtame rep if you need to purchase replacements.

Will the magnetic wall mount damage my TV screen?

No. This is only the case for rear projection, CRT TVs. Airtame 2 has been user tested with multiple modern TVs and no magnet issue has occurred.

Questions around purchasing

Will Airtame 2 work as an add-on to my first-gen Airtame set-up?

It is not an add-on device. However, if a customer has a first generation Airtame, they will be able to work alongside each other in the Cloud.

I installed the first-gen solution in my workplace only a few months ago. What are my buy-back or discounting options?

We have no buy-back scheme for pre-existing customers. If you are a mass deployment customer looking to upgrade your system, please contact your sales representative or reach us directly at sales@airtame.com.

Can I use your 30-day free trial and returns policy to send the first-gen product back, and pay extra for Airtame 2?

You are entitled to return your Airtame first-gen devices within 30 days of receiving them (returns shipment is at the customer’s expense). You will be fully refunded for the initial purchase, at which point you can buy a new batch of Airtame 2.

Questions about everything else

Will you continue to support first-gen devices with new firmware/software?

Answer here: Airtame 1 future – Support article

Where is Airtame 2 manufactured?

Airtame 2 was designed in Denmark; the Printed Circuit Board (PCB) is assembled in Sweden; the packaging in Poland; and, the rest of the production is in China, and final assembly across Europe.

Is Airtame 2 energy efficient?

The Airtame 2 consumes more energy than first gen, as it is a more powerful system.

I powered my Airtame first-gen device through the TV before (via the USB cable). Why can’t I do this with Airtame 2?

Airtame 2 is a more powerful device and thus needs a committed power output. It cannot get enough power from the TV-USB -Output.

When does the Airtame 2 start shipping?

Shipment for the first batch of Airtame 2 rolls out in early to mid-November.

Is the packaging recyclable?

The current packaging for Airtame 2 is mostly recyclable (minus the supplied foam fitting). We are currently investigating a more sustainable packaging solution.

Still got more questions? Watch this short video and find out how Airtame works:

Once again, feel free to shout out if you have another question. We are happy to help!

The post All the questions you could possibly have about Airtame 2 appeared first on Airtame.

Airtame 2 is a platform-agnostic wireless HDMI solution. It works great for your daily meeting room setups. Besides that, you have the option of showing custom content and digital signage from app integrations such as Trello, Unsplash, Google Slides and World Clock.

The right tools can take the hassle away from meeting room equipment troubles and digital signage problems. That’s what Airtame 2 does. Have a look at these arguments why Airtame 2 increases productivity and simplifies office routines.

Once you’ve convinced your boss, let’s talk!

1. Unlock better meetings

37% of employee time is spent in meetings, and a great deal of that time is taken up by figuring out equipment and connections. Meeting room equipment shouldn’t take focus away from productivity, yet that’s often the case.

Having Airtame 2 in meeting room environments helps bring focus and concentration. Just connect Airtame 2 to your screen, download the Airtame app and you’re ready to go. It’s easy to configure and customize, and it looks great sitting idle too. It gives the workplace better flow without the inconvenience of regular setups.

Forget spinning monitors around so others can see the screen. Forget hooking up cables and other devices, and tripping over and breaking them. Forget worrying about what hardware visitors or team members from outside the office utilize – Airtame 2 works with all.

2. Low cost

In many businesses, buying new and fancy tech equipment is an action of rarity, one that comes with a tight budget. Airtame 2 is cheaper than most competitors with a starting price of only $499 but offers the same or more features. Check out some of the comparison articles we’ve written about similar products versus Airtame 2. Minimize costs without having to settle.

3. No nonsense, risk-free 30-day trial policy

Don’t hesitate to buy Airtame 2 if you’re still unsure it’s the right fit for your business. If you end up not liking it after the 30-day trial period, you can return it for whatever reason. We provide a full cash refund or free replacements in the case of damaged or faulty items.

The reason for providing a no nonsense 30-day trial is that we want you to test the product and the features we offer to make sure you’re making the right decision that suits your needs.

4. Custom digital signage

There are several advantages to digital signage. Influence customers, potential customers, and co-workers. We understand the value of employees being updated with the latest information and knowledge.

With the latest firmware update, we offer app integrations that will help your business get the most out of screens when no one is streaming to them. Currently, Airtame supports team collaboration tool Trello, beautiful imagery by Unsplash, presentational slides with Google Slides and an overview of current local times with World Clock.

Welcome guests with the perfect message and place information where visiting customers are sure to notice it. Changing it is easy and can be done remotely.

5. Always-on support

Time is money. So goes the old saying, and we know it to be true. We value your time, and that’s why we have immediate support via email, chat or call anytime you need it.

Problems before a meeting? Our current answer rate is within three minutes, so even emergencies in the here and now can be solved quickly, meaning you can get on with your business.

6. Reduce support tickets by 80%

Because Airtame 2 is simple to set up and use, your tech support department will no longer drown in support tickets. It’s easy to update and manage devices from the cloud, even if you’re not on site.

In fact, the number of support tickets can be reduced significantly after deploying Airtame. When Lake Superior College added Airtame to their classrooms, IT admins noticed that they now have 75-80% fewer support tickets.

7. Simple overview

Airtame is a wireless HDMI solution with many management options that come in handy at any office. Whether you have one or many screens, using Airtame 2 sets a strong precedent for solid overviews and maintenance with the Airtame Cloud. Display exactly the kind of content you want and change it whenever.

8. Cut the cables

We spend so much time and effort making our meeting rooms look smart and nice, only to go spoil it with ugly mounds of connection cables left on the table. It leaves you a bad impression on external guests, and frustrates colleagues.

Fortunately, this is where Airtame 2 really steps up. No more cables! You don’t have to detangle a bunch of input cables trying to find the right one to fit your laptop, and there’s no “extra” device needed. Just connect to Airtame via the app, and you’re all set. The app also allows for easy access when guests are visiting.

9. Ease of use in any business

We designed Airtame 2 to take away some of the chaos in a hectic work environment. It’s up and running in just a few minutes with instructions on how to use it right there on the screen. Our solution even comes with personalized on-screen instructions in almost every language.

It’s simple to use and reliable in all situations, and your staff doesn’t have to be tech-savvy individuals or part of the IT department to know how it works. It’s as easy and intuitive as flicking on a light switch.

Go for equipment that works simply, yet effectively. Go for a stable, supportive environment for entrepreneurs. Go for seamless integration and an overall improved experience at work.

Are you ready to buy Airtame 2? Check our pricing model here or book a demo today to get started. We look forward to having you onboard.

The post How to convince your boss that you need to buy Airtame for your workplace appeared first on Airtame.