Case StudyVisual, Automated Support to Power Your Product Launches
As IoT gets more and more mainstream, there is a notable increase in the number of devices that require efficient, reliable tech support. The communication among such a vast array of devices complicates the technological support ecosystems. This makes it difficult to identify problems, makes solving them even more complex, and overwhelms those on the ranks of support operations.
We had the opportunity to work with a major telecommunications provider in India. Notably, the company was engaged in new vertical launches, pertaining to smart home devices.
Now, the launch of a new product is all-too-exciting, the challenging part is to provide consistent operational support. The situation here forced the need for additional support devices, and added complexities to the home setup (due to the additional connected devices). This exposed the customer support team to a lot of pressure, managing which became strenuous and impossible over time.
Results – increase in technician dispatch rates, inability to make the First Call Resolution (FCR), increased costs, and lower NRR rates.
Can remote support solve such issues? Let’s explore.
- Complicated technology support ecosystems
- Inefficient service pattern due to irregular workflow
- Overwhelmed customer support teams
- Knowledge gap between agents and customers
- Uncontrollably high technician dispatch rates
Addressing These Challenges
- Visual communication
- Automated workflow with a proper ticketing structure
- A strong database for pre-diagnosis and decision-making
Auditory communication is undoubtedly a powerful technology, and so is visual collaboration. But as we have already pointed out, technical support needs something more. The knowledge gap that the field teams face requires more systematic tackling, something that provides a cutting-edge solution. In this scenario, the teams were quite unable to cope with the additional demands and pressures posed by a product launch. They were handling tasks that were foreign to them, and the above-mentioned results were only a natural after-effect.
The visual, automated support that we implemented managed to transform the customer support experience, changing the way of interaction throughout the entire supply chain.
Benefits at a Glance
The company reported:
- Up to 80% First Call Resolution (FCR)
- Reduced technician dispatch rates of up to 35%
- Quicker identification of source problems
- Elimination of unnecessary tech dispatches
- Increased customer satisfaction
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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