Customer Service Success Stories: Visual Assistance Saves the Day

Some customer issues have to be seen to be believed.

Customer service calls are usually pretty routine: customers can’t log in, something isn’t working, they need help setting up a device, or they need clarification on a bill. But sometimes, in the midst of the mundane, comes the mind-boggling: crazy, funny or hair-raising B2C customer service success stories that make your day and inspire you to deliver ever-better service.

Every company understands that their customers are their number one priority, and many businesses are ready and willing to go the extra mile to wow their customers… if only they had the right tools. TechSee’s clients use Visual Assistance technology in their contact centers to support customers with a wide range of issues, from product unboxing, setting up and troubleshooting of devices to onboarding and billing issues.

Visual Assistance uses screen-based technology that allows agents to see the customer’s physical environment via their smartphone camera or by sharing their smart phone screen. Using Augmented Reality annotations, agents provide visual guidance, helping customers by showing them the exact steps they need to take.

But sometimes, having the ability to see the customer’s environment results in some weird, wacky or wonderful outcomes. Let’s take a closer look at some memorable customer success stories to highlight those businesses that go above and beyond when it comes to delivering the kind of service that wins over a customer for life.

Washing machine woes: one father was desperate to disengage the child lock on his laundry machine, as his daughter was in dire need of a quick wash – they were on their way to a wedding and she’d spilled juice on her outfit. An agent using Visual Assistance came to the rescue, guiding the dad so he could get that dress looking like new.

Diabetic drama: not many service companies can boast that they’ve intervened in a potentially life-threatening situation. But Visual Assistance enabled a help desk agent at a company that supplies glucometers to assist an elderly diabetic with her new device. She just couldn’t manage to draw a drop of blood – until the agent showed her how to set the needle to the correct depth. Crisis averted.

Bill bust: when a telecom customer complained about an unusually large bill, it opened a real Pandora’s Box – after the agent initiated a Visual Assistance session and worked through the invoice line by line with the customer, they soon realized that she’d had been the victim of identity theft! The company got right on the case and with the help of the police, the customer didn’t end up a penny out of pocket.

The rogue router: a customer care agent at a leading telco couldn’t figure out why none of his verbal instructions made sense to a customer whose router wasn’t working. But once they began a Visual Assistance session, it was obvious. The customer was looking at a fire alarm box! After he’d overcome his embarrassment, the issue was resolved in a few minutes.

The jam joke: an agent at a top UK telco was struggling to understand why there was a connectivity issue with a set-top box. With Visual Assistance, the problem became clear – the customer had somehow managed to get a dollop of strawberry jam on the microfilter in the wall socket. Must have been the kids. Needless – or seedless – to say, this bizarre scenario was quickly resolved.

Car calamities: every summer, thousands of motorists forget to top up the coolant in their engines, resulting in blown head gaskets and warped cylinder heads. Using Visual Assistance, roadside assistance providers around the world can now show drivers exactly what they need to do when that warning light comes on – and even when smoke starts billowing out from under the hood.

Whether using Visual Assistance to save the day, spare customers’ embarrassment, defuse critical situations or to help your customers through everyday issues, having TechSee as a tool enables fast, effective problem diagnosis and resolution by agents and customers. To read more of our out-of-the-box customer service success stories, click here.

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