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.
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?
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