When a crisis hits, top decision makers of service organizations cannot afford to spend months planning a transformation. Try Blitzz for more information.

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@rviinspection
When a crisis hits, top decision makers of service organizations cannot afford to spend months planning a transformation. Try Blitzz for more information.
Covid-19: Messages to Customers from Companies
What is the type of messaging have you, as a company, made to your community during the Covid-19 pandemic? The worldwide pandemic as struck the entire world disrupting supply chains, overburdening healthcare systems, and building fears and insecurities that have put the world on edge. In such a scenario, your customers need to hear from you now more than ever. The kind of messaging you show to your customers at this time is of great importance to them and can lead to building better relationships with your customers. you been sending them?
If you’re wondering how you can do it or how others have done it, here are some points to give you direction:
Keep the tone positive
Businesses along with individual lives have been affected by the pandemic. Make sure your messaging stays on a positive note. Every day we are inundated with information about Covid-19 and most of it is not good. Stay stout-hearted, give your customers some good news if you can but most of all tell them that you support them.
Helpful tips
Being helpful and standing with your customers can go a long way in building customer relationships. Post messages and emails that can help them answer their questions at this time for their own personal safety and health. Some common issues relate to coping with staying at home, mental health tips, exercise regimen for remote employees, recipes for fast, nutritious, and delicious meals, and indoor activities for kids. There are many creative ways to keep in touch with your customers and that say you care about their welfare at this time.
Announce temporary policy changes
These are unprecedented times. To whatever extent you can ease and alleviate problems customers facing at this time would be greatly appreciated. It could be as simple as extensions on payments. It could be goodwill gestures such as providing a free mask upon entering your premises, or a home delivery service option to those who are 65 and older.
The change could be in enabling services through digital technology. Some field and customer service companies have used software like Blitzz to quickly and easily setup a remote video collaboration system that allows CSRs and field agents to work remotely with customers to solve customer problems.
You may be surprised at how these changes can work to build brand loyalty.
Keep your customers informed about the latest developments
Engage your customers with you company by keeping them informed about the latest developments in your area and how it has impacted your services. This type of news may be related to low stocks on some items due to supply chain disruptions, Re-inforce the message that your company or shop is doing the best they can to keep serving their customers.
Inform customers where they might find/offer help
Some of your customers may need the help of social welfare organizations that offer relief packages or help for the elderly. Get a list together and inform your customers of how these can be accessed, if needed.
Help is a two-way street. There are customers who might want to provide help during this time. Present them with a list of companies who are engaged in CSR activities or places where they might volunteer their services.
A word from top management
Communication from the top management of a company carries weight. You might want to include a few posts from the CEO/Chairman in your social media posts, as an email to all your customers, and/or publish the message on your website. Here are some excerpts to help you formulate these:
Example 1
“I mean it when I say I hope this message finds you well. This is a busy, unsettling and unprecedented time for us all and I wish you and your families, your employees and businesses the very best of health through this challenging period.
Together, we are playing a part in feeding the world and this must continue. As a valued customer, I’d like to reassure you of the steps Benchmark is taking to ensure we keep people safe, and continue to be here for you, your people and your business….”
Example 2
“ … We understand that these are uncharted waters, and you may have questions. If you want to connect with us, we’re here. We remain committed maintaining open lines of communication and equipping you with guidance and expertise to weather this storm. We recognize the gravity of this disruption, both to your business and your global community. No matter how this situation develops, we will be here to support your supply chain operations.”
Conclusion
One of the worst things that you could do is keep silent. Another is for your company to use this situation for opportunistic gains – something that you could profit from.
Covid-19 has forced a shift from interactions that were transaction-based to those based on relations. After the crisis is over, customers will think back to how brands performed amid the crisis. Accenture says, “Both during and post -crisis, companies should focus customer engagement on reassurance and confidence-building to continuously reinforce the value of products, services and the organization itself. Think about this as you turn your messaging around to build brand positivity.
Remote online support can be used for building inspections where supervisors and inspectors work with construction staff to certify the safety of building components.
Customer service agents can use Blitzz to initially survey the problem. Minor issues that are less complex such as a loose plug (believe it or not, this happens often!) can be resolved.
A remote visual assistance software is a program designed to enable field service technicians and customer service agents to have visual access and better collaboration between two parties located in different places. Remote visual collaboration can take place between two parties in the same city, different cities in the same nation, and across two continents.
Are You Following These Vital Steps for Fool-Proof Remote Video Inspection?
The Covid-19 pandemic has caused disruptions to industries leading to dramatic changes in the way we now work. Some companies have had to stagger shifts; others have had to adopt new technology and shift to a work-from-home model. One of the few services that were deemed “essential” during the Covid-19 pandemic was the construction industry along with their vendors who supply materials and services. For field service businesses that also meant upgrading their tech skills with remote visual assistance technology quickly becoming the norm. Not only do virtual inspections allow the construction industry to carry on conducting inspections, but building departments are discovering they can save time and money.
While the technology is not new, getting teams trained to use remote visual assistance software and making sure remote inspections are conducted with the same level of quality as on-site inspections can take some effort. To achieve success, here are some vitals steps for field agents and inspectors.
Preparation for the remote virtual inspection
1. Fully charge electronic devices that will be using for the inspection and keep a battery pack on stand-by.
2. On-site staff should keep a flashlight, selfie-pole or ladder to access visibility at elevated levels, a tape measure, and any other equipment that might be necessary to create clear visibility including making the place clutter-free.
3. Make sure the area has an uninterrupted strong WiFi signal.
4. Whether a water heater needs to be installed or the air conditioning needs repairing, schedule a time at least one day prior. Make sure there is sufficient time allotted to perform a thorough remote inspection.
5. Determine what type of technology will be used for the video call. Software like Blitzz has special in-built features that make it easy for remote parties to collaborate.
During the remote virtual inspection
1. Before beginning the remote inspection, turn off notifications so that the inspection can be conducted without inspection.
2. The inspector will verify the address, permit number, building plans, and requested inspections at the outset. The house owner/agent should have these handy. The address can be confirmed by opening Google Maps and sharing your location with the inspector or zooming in to your street address and house and taking a screenshot.
3. Make sure that there is no running equipment in the surrounding area as this could possibly disturb audio clarity. Noise-canceling headsets can be used.
4. If inclement weather hampers visibility, re-schedule for another day.
5. Features that are applicable to the inspection should be clearly visible, and captured and images filed for documentation purposes.
6. Inspections are usually done in a counter-clockwise direction and from bottom to top. The customer or field agent on-site should completely comply with the instructions given by the inspector extending full cooperation.
7. The inspector sets the pace for the inspection allowing plenty of time for a thorough job.
8. Communication is very important. It is good to think out loud and provide a running commentary on what is happening, what is being inspected, what the inspector is trying to verify and approve.
9. If for any reason, the inspector finds that he is not able to have clear visibility on the components that need to be approved, the inspector should schedule an on-site visit.
After the inspection
1. The results of the RVI will be entered into the permit database. The inspector will either approve the inspection or provide a list of corrections that need to be covered before approval can be given.
2. Inspections results may be emailed to the owner and will also inform the owner if re-inspection would be required or submission of documentation showing that a deficiency has been corrected, would suffice.
3. All images, videos, annotations, markups of images should be submitted as documentation and kept as a record of the RVI.
There are several platforms in the market that can be purchased to make it easy for two remote parties to collaborate during an RVI. Hands-free wearables make it convenient for agents to follow the instructions of the inspector. Many of these remote video inspection software, like Blitzz, offer integration with other apps and CRM systems in just one click. Other advantages include adding a remote expert to the inspection in real-time. Images can be annotated, marked-up, documented, stored, and retrieved at any time. Remote video inspections are helping to drive performance and generate potential revenue.
Remote video inspections are incredibly easy to use, ensuring that clients are satisfied and that inspectors can complete their job without any hang-ups.
Revolutionize, Radically Improve Customer Service – Here’s How
“Help my dishwasher has conked out! I need a technician right away. I don’t know why it’s acting up all of a sudden.”
Not too long ago it would take a call to the customer service department, scheduling an appointment with a technician, and a few days later a technician would arrive to fix the problem. Your plight might become more aggravating when the technician pinpoints the problem, but… he doesn’t have the necessary part to fix the problem! He tells you that he would need to order the part from inventory. And depending on whether inventory has the needed part in stock your problem, not to mention the growing pile of dirty dishes in your kitchen sink, will need to pickle.
There are 3 ways customer service to this now irate customer can be radically improved. Using technology that is already available, companies can now revolutionize their customer service centers
· to improve their first-time fix rates,
· make more customers happy with your service, and
· save significantly on costs for truck rolls and labor
Let’s look at the same scenario handled in a different way.
“See-What-I-See” Using Remote Video Software
With remote video software, your CSRs can actually take a look at the customer’s problem, ask questions, even direct the camera so that they can assess the problem more closely. Sometimes … and this might be hard to believe but it does happen often enough … the problem can be as simple as a loose plug that needs to inserted properly into the socket. It may not even be a problem with the appliance. It could a problem with the electrical system in which case, the customer would need to call an electrician. Basic problems like these can be solved right away using remote video technology that allows the CSR or technician to zoom in on parts to have a closer look.
If the problem seems to be more complicated, technicians can use remote video software to collaborate with the customer, scrutinize the appliance, estimate what the problem could be. When the technician does make the visit, he is able to come equipped with the parts necessary to get the job done, avoiding the need for a second visit.
Remote Inspection software with full features makes it easy for technicians to instantly provide customers with an estimate, and a bill after the job is done and payment can be made on the spot.
Uses: Remote support and collaboration software can be used for the self-installation of a new appliance. A technician remotely guides customers beginning from opening the box to complete the installation. It can be used in industries like manufacturing, aviation, and automotive in various ways where remote technical assistance and collaboration can work efficiently.
“Do-What-I-Do” Using Augmented Reality
Here comes the revolutionary part. Technicians can now use AR-enabled remote video software to help customers fix a broken appliance themselves without having to wait for a technician to come.
Having recognized the part that needs to be replaced, a technician can ship the part to the customer. After receiving the part, the customer and the technician connect using a remote assistance software, like Blitzz, which comes with useful features including AR, are capable of capturing and documenting images and enhance collaboration between customer and technician.
The technician can guide the customer to replace the broken part through step-by-step visuals that come up on the screen. The technician performs the same action in augmented reality and the customer can see exactly what to do.
Uses: Wherever technician support is needed to fix minor repairs on equipment or appliances with the help and cooperation of the customer. It can be used in the manufacturing or aeronautics industry where technicians can be remotely guided by experts. It can also be used for training technicians.
“Empower-Me-To-Do” Using AR Glasses
Field servicemen who work with expensive, highly complex equipment where any amount of downtime can be extremely dangerous, critical, and expensive to the enterprise will find AR technology extremely useful. Technicians with smart glasses receive AR-enabled instructions and enhanced real-time data to fix the equipment resulting in minimum downtime and higher first-time fix rates. Such innovative tools allow technicians to do their work safely, efficiently, and quickly.
Uses: AR support is used in the manufacturing industry and by workshop service and support teams, just to name a few.
“Know What I Know” Bringing in an Expert
Technicians are often put in a spot. They arrive at a site, begin fixing the problem, and come to a place where they are stumped. It is at this time that the technician will usually turn around and say he cannot fix the problem, and the company will need to send an expert in the next visit. With AR-enabled remote video assistance software, the technician does not have to call it quits. He can easily loop in an expert on the video call to help the technician troubleshoot the problem. The expert will share his knowledge, experience, and expertise -- all in real-time.
What are the benefits?
With remote video inspection Software, travel time and truck rolls are cut down resulting in significant cost savings of $800,000 a month. Many companies report a 30% increase in productivity. It reduces downtime and improves first-time fix rates. Field operations can be recorded and used for training purposes. But moreover, companies who are using video support software are reporting significantly high customer satisfaction rates.
With entry barriers to technology in the field service industry being broken down by the Covid-19 pandemic, remote assistance software with AR technology is set to the big next big thing. Are you ready for it?
Businesses, Municipalities, & Private Inspectors Use Blitzz' Remote Inspection Software. Blitzz Gives You All The Features Needed At Your Fingertips To Conduct An Impeccable RVI.
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