Visual Support – The New Frontier of Customer Service
Is Visual Support the new way forward for customer service? This article will look at why Visual Support is now more important than ever, and the huge benefits that businesses experience upon implementing visual technology into their customer service systems.
Enhancing Customer Support
Contact centers around the world have the same goals – to improve service across all KPIs while lowering costs. And in an era of significant disruption in almost all sectors, the need for excellence in customer support has never been greater. Customers have never been more demanding and technology is becoming ever-present at home, at work and on the go.
To meet the emerging challenge, enterprises in all categories are seeking solutions that offer enhanced engagement with consumers to ensure a positive customer experience, improved KPI deliverables and cost-effective operations.
Visual support is rising as a game changing solution in the customer assistance domain, addressing the demand for live video communication while delivering an effective solution for service and support.
The Power of Visual Communication
With visual images accounting for 90% of all information transmitted to the brain, it is no wonder that visual engagement tools are proving highly effective as customer assistance solutions.
For a deeper look at why it is now more important than ever to have Visual Support as an integral part of your customer service system, take a look at our detailed infographic.
Visual Support describes screen-based technology that allows agents to see the customer’s physical environment via their smartphone, providing simpler resolutions to the majority of tech support issues.
Contact centers that utilize Visual Customer Support allow agents to see exactly what the customer sees, effectively eliminating the lengthy back-and-forth process inherent in traditional verbal communications over the phone or on live chat.
With the ability to visualize the customer’s environment either offline or in real time, an agent can use augmented reality tools to point, annotate and visually guide the customer, resulting in a faster and more effective call resolution and a more satisfying customer experience.
For a deeper look at how Visual Customer Support can benefit your company, download our white paper here.
An Enabler for Supporting the IoT
Consumers continue to adopt IoT-enabled services, products and applications that power their entertainment, lifestyle, health and safety preferences. The technological complexities involved in the installation and configuration of these devices drive enterprises to find innovative solutions to facilitate effective Support of Things (SoT).
This is where visual support truly comes into its own. To complete a task – for instance watering the lawn – requires constant dialogue between multiple connected devices.
To achieve optimal efficiency, the lawn sprinkler system has to exchange information with a weather app, smart meter, calendar etc.
The complexity of the setup requires ever more precise visual guidance.
Visual support ensures that the onboarding of smart devices is simple and seamless for the consumer, and cost-effective for the enterprise. Using visual support, the customer receives step-by-step visual instructions explaining how to install the smart watering system. The customer is guided through all the complexities involved and even corrected if an error is made, providing an effective visual customer experience throughout the entire onboarding process.
Visual Support: Connect, Diagnose, Guide and Verify
The implementation of Visual Support offers a host of benefits and advantages to both the customer and the enterprise contact center. Customers appreciate the time savings of rapid first-call resolutions executed remotely, as well as the elimination of inconvenient and disruptive technician home visits.
IDC predicts that by 2025, almost 30% of the world’s data will be generated in real time. This hunger for immediate gratification – and issue resolution – means the ability to receive live support will be the key to driving higher satisfaction levels and customer loyalty.
Enterprises benefit from dramatically reduced costs in providing technical support while elevating the customer’s service experience. Visual Support empowers agents to use their technical knowledge much more effectively, enabling faster and more accurate issue diagnoses and resolutions. The results include:
- reduced truck rolls
- increased FCR rates
- significant increases in agent productivity and satisfaction
- happier customers and a higher NPS / CSAT
In today’s digitized world, Visual Engagement is at the heart of the customer experience revolution. Consumers use their mobile devices more than any other device and are choosing visual communication over and over again.
Visual Support is the perfect technical support solution at the perfect time.
Make sure you’re part of it!