In the shadow of COVID-19, many IT organizations found themselves faced with the challenge of supporting a newly formed or extended work-from-home (WFH) staff. While IT has traditionally supported employees within the confines of a common office space, today many IT setup, maintenance, and support tasks must be performed remotely. With reports indicating that 25-30%
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Job Verification for Field Services
Field technicians in all industries need the tools and knowledge to correctly diagnose technical issues, and to repair and install parts and devices. These technicians are often dependent on remote experts to assist or confirm their completed work, a process fraught with bottlenecks, wasted time, and extra effort. How can field service providers better support
Remote Visual Assistance solution for B2B Warranties and Repairs
Seeking a solution to streamline warranties and repairs? OEMs are required to reimburse their dealers for repairs performed on equipment under warranty. However, lack of insight into the warranty and repair process results in incorrect diagnoses, over repairs, fraud, and overcharges. OEMs need a way to quickly verify that the equipment is under warranty, and
WCTel Increases Agent Adoption and Improves Operational KPIs
While the pandemic had a negative effect on almost every industry, service companies were hit especially hard. WCTel, a South Carola-based telecom, found themselves facing an issue of business continuity: how could they service subscribers when technician visits to customer’s homes were no longer possible? Download this Case Study to learn what steps WCTel took
The Direct Relationship Between Adoption and ROI
Visual Assistance is an increasingly popular technology that enables enterprises to provide remote support to end-users. It establishes a live video stream with the customer and overlays Augmented Reality annotations to provide step-by-step resolution guidance on their mobile screen. The technology has been proven to improve ROI by boosting efficiency in contact centers and field
How to Calculate the Actual Cost of a Truck Roll
For years, service organizations have recognized the financial advantages of reducing truck rolls. But new approaches have shown that the cost of the truck roll is more than just the direct costs related to labor and vehicle expenses. Read this report to explore other areas of wasted resources and discover new considerations for calculating the
Visual Assistance for Online Car Buying
Download this brochure to learn how online dealerships can use visual assistance to perform remote visual inspections and achieve the ultimate goal – providing customers with accurate price quotes and excellent customer service without requiring in-person contact.
Costa Express Boosts Visual Assistance Adoption by Switching To TechSee
Costa Express, a B2B division of Costa Coffee offering on-the-go self-service coffee bars sought to drive operational efficiency by harnessing digital technology to add value to the company and provide exceptional CX. By switching to TechSees Remote Visual Assistance solutions they were able to increase agent adoption, reducing truck rolls and machine downtime, and improving
TechSee Live Remote Visual Assistance solution for the RV industry
Recreational Vehicle (RV) OEMs must balance the need to provide their dealers and owners with efficient service and training, with the need to place safety first by avoiding physical contact as much as possible. Many RV OEMs have turned to remote support to deliver a competitive advantage. Learn about TechSee’s Remote Visual Support solution for
From a Cost Center to a Profit Center
Visual Assistance enables customer service organizations to shift from cost centers that resolve issues to profit centers that increase revenue. Working together with a customer to visually understand their issue builds connection and empowers agents to drive more sales. Download this infographic that provides an at-a-glance look at how leading brands transformed their customer service
12 Ways Visual Assistance Can Help Customer Service Drive Revenue
The future of customer service is about transitioning from cost centers that resolve issues to profit centers that increase revenue by generating upsells. According to Gartner research, by 2025, 40% of customer service organizations will become profit centers by implementing digital customer engagement, dissolving organizational silos, and increasing collaboration between departments. In the report ‘12
7 Steps To Take Your Customer Service from Cost Center to Profit Center
It’s no secret that customer service is a money drain. And the better service you want to provide, the more money you have to spend. But new thinking is transitioning customer service from a cost center to a relationship-based profit center. The report, “7 Steps to Take Your Customer Service from Cost Center to Profit
Buy vs. Build – 8 Reasons to Buy a Visual Assistance Solution
Remote visual assistance has become firmly entrenched in many customer service workflows today. The technology is being driven by a growing focus on reducing customer effort and optimizing costs, and advances in technology that enhance the experience with remote tools, such as video, augmented reality, and computer vision. As organizations embark on the journey to
UK Edition Survey: Customer Expectations of Service Delivery During Covid 19
Several months into the COVID-19 pandemic, customer service organizations are still facing unprecedented operational challenges as customer expectations are redefined. With sky-high demand for technical support alongside widespread safety concerns, we carried out an in-depth study of what consumers in the UK want when it comes to Engineer visits and remote assistance and how the
January Edition Survey: Customer Expectations of Service Delivery During COVID-19
As we move into 2021 with the COVID-19 pandemic, customer service organizations are still facing unprecedented operational challenges. U.S. consumers remain uncomfortable with allowing service technicians into their homes, and no change is in sight despite the ongoing vaccination rollout. One thing is clear: consumers expect service companies to meet their safety concerns during this
Acuity Brands Achieves Success with New Remote Support Model
To meet the challenges of COVID-19, Acuity Brands shifted to a WFH model. They began implementing remote support solutions within their tech support departments to assist customers with issues involving smart home connectivity, self-installation, and billing. Acuity Brands chose to partner with TechSee to provide effortless customer service and remote technical support while alleviating their
Remote Support Maturity Model
Remote support is an evolutionary multi-phase journey. The Maturity model allows you to evaluate the maturity of your remote support capabilities and help you understand qualitatively where you stand based on your organization’s goals. Download this infographic that provides an at-a-glance look at the 5 levels of the remote support maturity spectrum
October Edition Survey: Customer Expectations of Service Delivery During COVID-19
Several months into the COVID-19 pandemic, customer service organizations are still facing unprecedented operational challenges as customer expectations are redefined. An initial survey on customer expectations of service delivery was conducted in early May, showing a high demand for technical support alongside widespread safety concerns at the pandemic’s onset. A follow-up survey was recently conducted
No Fault Found Electronic Product Returns Survey Results
Welcome to the first major research project since 2011 on the subject of no fault found returns of electronic products. When you download the survey, you’ll discover exactly why 41 percent of consumers have returned a non-defective device in the past 12 months and how companies can slash return rates. In fact, according to the
2020 No Fault Found Product Returns Survey – Infographic
TechSee’s latest survey of 3,000 US consumers explores the reasons for the growing problem of No Fault Found (NFF) returns of electronic devices. The eye-opening headline results of this study can be seen in our stunning NFF survey infographic. 41% of consumers have returned a non-defective electronic in the past 12 months 67% of consumers
![Augmented Reality in Customer Service [Infographic]](https://techsee.me/wp-content/uploads/2018/11/AR-Customer-Service-infographic-360x200.png)
Smart Vision – How Computer Vision AI is Transforming Customer Care
Companies are increasingly turning to artificial intelligence (AI)-powered contact center solutions to improve customer care and meet consumers’ growing demand for better CX, reduce costs and alleviate pressure on agents. While AI has made great strides in enhancing customer care and call center capabilities, the CX can only be truly transformed when call centers implement
