Self Install: How Visual Assistance Streamlines Device Setup
Whether rigging up a home entertainment system, setting up a new printer or syncing a new smart device with its app, many consumers find it difficult to complete the product self install process. Traditionally, they have then had two choices:
- Call customer service and wait until an agent can (hopefully) assist, a prospect that 70% of consumers rate as worse than a visit to the dentist.
- Return the product and choose something simpler to set up, which seems to be a common choice, according to a Smart Home survey stating that 62% of consumers are likely to return a product if they find it complicated to self install and use.
Trouble with product onboarding is not only a pain point for consumers, but also for suppliers, which must absorb the high costs caused by complexity: high call volume, frequent technician dispatches, and out-of-control No Fault Found (NFF) product returns. To better support their customers and keep costs down, a growing number of forward-thinking companies are offering their customers a third choice for product onboarding:
- Self Install with Visual Assistance
What is Visual Assistance?
Visual Assistance uses screen-based technology that allows a contact center agent to see the customer’s physical environment via their smart device, and visually guide them through the self install process using Augmented Reality, minimizing the level of effort required.
If the customer is trying to set up a new device, the agent can help them with issues related to assembly, power supply, connectivity, and configuration. If the customer is calling about a software or app issue, the agent can assist by sharing their mobile screen or the specific application.
The agent uses Augmented Reality (AR) annotations to provide visual instructions, guiding the customer step-by-step through the self install process. The agent can then verify that the customer has followed the steps correctly and that the device has been set up successfully, all on the initial call.
Visual Assistance has been proven to effortlessly resolve even the most complex product onboarding and setup issues, including verifying proof of purchase and installing complex hardware.
To learn more about use cases where Visual Assistance streamlines installation and setup for the customers of leading enterprises – and to discover how Computer Vision AI is now automating the process – click here.