With advanced 5g networks being rolled out to millions of customers worldwide, telecoms face unprecedented challenges. Learn how TechSee’s AI-powered visual assistance technology can enable a smooth transition.
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Global manufacturer ABB Robotics aimed at differentiating its service levels to customers by: Improving response time through accessible and scalable remote solutions Lowering operational costs by minimizing travel Decreasing their emissions by reducing site visits Learn how they achieved their goals and optimized their KPIs by integrating TechSee Live.
The average company spends between 2% to 3% of product sales revenue on managing returns, mainly due to the multiple costly steps in the return process, from return merchandise authorization (RMA) to shipping and receiving, processing, asset recovery, and disposal. Reverse logistics professionals are highly motivated to reduce returns, and are turning to a revolutionary
Product returns represent a costly endeavor for manufacturers and retailers. Approximately 10.6% of total U.S. retail sales – that’s $428 billion in merchandise — were returned in 2020. While most companies consider these returns a necessary evil, a new White Paper by The Blumberg Advisory Group explores whether this pain could be minimized. Key Insights
The transition to remote work has resulted in a new challenge for enterprise IT teams. They are under pressure to onboard a large number of remote employees, including the need to quickly set up employee equipment, arrange remote network connectivity, deliver training on IT systems, and provide technical support through the initial phases of adjustment.
Within the global insurance industry, success is often measured by the efficiency of the claims handling process. Financially, claims represent the largest single cost to insurance companies and are considered a critical operational factor for property and casualty (P&C) insurers. In addition, both the efficiency and ease of the claims process have a significant effect
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%
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
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
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
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
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
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, 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
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
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
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
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
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
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
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
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
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
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