Salesforce visual remote assistant6/8/2023 ![]() No matter how it’s done, using a visual remote assistant streamlines service delivery while boosting safety with access to knowledge and expertise in real time. The frontline service worker leaves the new parts outside my home and then uses a visual remote assistant to guide me through the repairs. Using remote visual assistance, an agent determines two parts need to be replaced. A customer gets visual remote assistance and in-person support The frontline service worker also can’t figure it out, so they use a visual remote assistant to get expert help to troubleshoot the issue. The agent can’t resolve the issue with remote assistance, so they schedule a visit. An expert helps an on-site technician solve a problemĪ month later, my water heater starts making a funny noise. The agent can guide me step by step on how to correct it using a visual remote assistant. I speak with a contact center agent, who determines there is a loose connection. My washing machine sprays water all over my laundry room. Here are three examples of how remote support software can be used: 1. And at the completion of the job, the service business has a visual record for future reference.ĭepending on the service request, visual remote assistance can be used to solve customer problems on its own or in combination with in-person service as a hybrid approach. They provide targeted, step-by-step directions with annotations on their mobile screen to resolve many issues. They can guide customers using augmented reality (AR), which displays on-screen graphical information over the object that needs service. With advanced remote support software, a contact center agent or frontline service worker sees a customer’s physical environment in real time through their smart device. It also allows experts to help frontline service workers resolve issues. Remote support lets your contact center agents and frontline service workers solve a customer’s problem through virtual real-time, guided interaction. Provide visual customer assistance with remote support software to enable service or support from anywhere, anytime - without physical contact or high bandwidth connections. ![]() ![]() Support customer safety with remote support software That’s where visual remote assistance comes in to help your customers get efficient service, while prioritizing safety and enhancing both customer and employee experience. Businesses are also concerned for employee safety and well-being.Īlong with best practices, the right field service management mitigates today’s safety concerns surrounding in-person service. Even with safety requirements in place, some customers may be hesitant about having frontline service workers on site. What has changed today is how they may feel about in-person service. Your customers still want efficient and complete service the first time. Internet connections still go down, homes still need refrigerators, and washing machines still require maintenance. No matter what’s happening in the world, people still need service.
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