TECHSEE SALESFORCE INTEGRATION
TechSee’s remote visual assistance solution enables Salesforce customers to offer personalized visual-based assistance and remote technician support capabilities. TechSee empowers customers and employees with real-time visual support to boost productivity, optimize costs, improve CX, and achieve next-level customer engagement.
Service professionals often struggle to explain the steps customers need to take to resolve their issues. This visual gap results in high-effort interactions, misunderstandings, and low efficiency. To address this gap, TechSee and Salesforce have developed a strong partnership on a unified platform that is driving operational excellence, and setting new standards for service delivery and customer support through streamlined, efficient, and cost-effective operations.
TECHSEE FOR SALESFORCE
TechSee has been seamlessly embedded within Salesforce Service Cloud and Field Service to deliver real-time, visual remote support. An industry-first, TechSee is powered by a multi-patented, browser-based service for intuitive, app-free visual engagement. The platform provides technicians and agents with interactive visual guidance to resolve issues quickly and effectively.
The connected and agile platform integrates multiple data sets and workflows across contact centers, field services, and third-party systems for enhanced collaboration. The convenience of initiating the visual support functionality directly from within the Salesforce platform provides the customer with an optimal CX.
KEY FEATURES
VISUAL ENGAGEMENT DASHBOARD
Send a session invite via email or SMS, choose the preferred language and session type – all fully customizable by the Salesforce Admin
CALL SESSION DETAILS
Automatically capture contact location, device type, browser used, embedded chat feature, speed testing, ability to scan and upload images, and OCR
VISUAL HISTORY COMPONENT
Access all previous interactions with the customer from one convenient location
AUTOMATIC SESSION SUMMARY
Data saved directly in the CRM for future reference, including all the session details, chats and shared images
HOW IT WORKS
1. Connect
2. See
3. Guide
4. Validate
KEY BENEFITS
ENHANCE SELF SERVICE
and drive call deflection
INCREASE EFFICIENCY
by resolving more issues quickly
REDUCE SERVICE COSTS
by avoiding repeat calls and technician visits
BOOST AGENT ENGAGEMENT
due to platform familiarity
ENHANCED CX
reducing customer effort
POWER DIGITAL TRANSFORMATION
with an innovative visual solution
TECHSEE-SALESFORCE SUCCESS STORIES
HIPPO
This home insurance company wanted to minimize the confusion and friction surrounding the claims processing and underwriting process. Looking for best-in-class technology and data partnerships to expand the customer experience, the company partnered with TechSee and Salesforce. Deploying the solution eased Hippo’s transition to a fully remote work environment during the pandemic.
With TechSee and Salesforce, Hippo now offers virtual inspections and visual claims that prioritize health and safety and ensure seamless policyholder interactions. Being able to streamline and simplify processes has optimized services and given Hippo an operational edge with increased first contact resolution (FCR) and net promoter score (NPS), reduced claim life cycle, and decreased average claim handling cost.
ACUITY BRANDS
The partnership between Salesforce and TechSee has been invaluable for this smart home manufacturer. Deploying the Visual Remote Assistant has enabled Acuity to provide remote support, cut down on the back and forth with customers, improve communication and collaboration between team members working from home, and reduce friction across the customer experience chain. Acuity can now scale and share technologies across their different teams, adding significant business capability. The ability to virtually enter a customer’s home to provide remote support while alleviating their health concerns has been vital to achieving the company’s goals of increasing FCR and NPS while decreasing average handling time.
LIVEWEST
A large housing association in the UK, LiveWest owns and manages almost 40,000 homes. The company’s contact center handles over 1,000 calls per day regarding urgent repairs and routine maintenance, which the company resolves with its 400-strong field service workforce. LiveWest began using TechSee’s AI-powered Visual Assistance solution in its contact center during the pandemic to ensure service continuity along with addressing employee and tenant health and safety concerns. With TechSee, LiveWest agents can offer an excellent tenant experience by quickly and accurately assessing maintenance requirements, prioritizing dispatches, and providing remote support.
The decision to integrate TechSee within the Salesforce Service Cloud followed a five-star rating from tenants and employees: 99% of LiveWest agents said that TechSee helps them resolve issues without dispatching technicians, and 89% reported that it saves them time. The organization has reduced costs and achieved rapid improvements to its first-time fix rate for issues involving smart electricity meters, hot water boilers, condensation, dampness, and even blocked toilets. Real-time visual collaboration between LiveWest experts and technicians allows visual verification of work quality and provides knowledge base access for automated, visually-guided issue resolutions.