Case Study

Increasing Customer Satisfaction Through Self-Service

The Home Service industry faces many challenges including increasing customer demands, inefficient and manual service workflow, knowledge gap among field teams, increased operational costs (blame it on frustratingly slow resolutions), the probability of human error, etc. Can a well-designed customer service support model solve this problem?


A leading after-sales service brand approached us with the complexities involved in their work. The reported difficulties include increasing customer demands, technician dispatches for the smallest of customer issues, mismatching customers and service centre agents, knowledge gap among the dispatched workforce, delayed diagnosis of issues, documentation and maintenance difficulties, etc.



Taking After-Sales Service to the Next Level

Challenges faced

  1. Increasing customer service complaints
  2. Barriers to communication between consumers and customer care
  3. The need to maintain numerous records and documents
  4. Slow resolution time
  5. Lack of a well-defined customer system
  6. Increasing Customer Churn
  7. First Call Resolution

Addressing These Challenges

  1. Addressing the knowledge gap through collaboration – anywhere, anytime
  2. SMS based support
  3. End-to-end automated solutions for documentation
  4. Faster resolutions
  5. Customer satisfaction
  6. Digital edge

ServeVis Solution

First things first, the platform reportedly reduced all the communication barriers between customer service representatives and customers. Customers were able to connect with the customer service representatives and customer service representatives were able to quickly identify and resolve issues through visual guidance.
The customer service representatives were able to manage customer calls more efficiently with increasing First Time Resolution (FRR) rates. On the other hand, there was a stark reduction in technician dispatch rates as the customer had the option of self-support for issues that can be resolved by themselves.
As the workflow was fully automated, it made it easier for the management to have a track of and maintain the numerous documents that involve such services.
Thereby, overall efficiency was achieved through the system.

Overview of Benefits Listed:

  1. Reduced communication barriers between customer service representatives and customers
  2. Quicker identification and resolving of issues
  3. Increased First Time Resolution (FTR) rates
  4. Reduced technician dispatches, thanks to an automated workflow
  5. Automated workflow

Start collaborating with your field teams and customers to solve issues faster

ServeVis is a product of TNQ InGage. ServeVis enables you to see what your customers or field technicians see and guide them remotely with AR-powered visual assistance tools.


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