Remote Support Maturity Model
February 3rd, 11:00am ET
As the world grapples with the ongoing COVID-19 crisis, companies around the world are turning to a range of solutions to ensure customer and employee safety. With non-essential travel cancelled by many organizations and severe travel restrictions in place in many countries, staff at every level are increasingly relying on remote alternatives to their daily routines until the pandemic is contained.
In February, Dr. Nancy Messonnier, director of the CDC’s National Center for Immunization and Respiratory Diseases, advised U.S. companies to prepare for the possibility of a protracted period when large numbers of employees will either need to work remotely or wish to stay home to avoid possible infection.
As a result, the stock prices of video conferencing providers such as Zoom shot up. The company also claims to have acquired more new users during January and February alone than in the previous 12 months put together. Telemedicine and video-guided robots are also being used in many of the worst-hit nations, to minimize human-to-human contact.
Visual Assistance is another means of enhancing employee safety during the emergency. It allows a contact center agent to see the customer’s issue through their smart device, and visually guide them to a resolution using Augmented Reality (AR) annotations on their mobile screen.
It helps reduce technician dispatch rates by allowing customers to resolve more issues by themselves. Companies can continue to deliver effective customer service when technician visits are not feasible due to safety concerns.
The field service industry has also been impacted by the pandemic. Under normal circumstances, highly trained technicians must often take long-haul flights to service specialized equipment. From industrial machinery to advanced medical technology, every minute of downtime is critical.
When experts cannot easily make site visits, Visual Assistance enables local technicians to solve issues using video collaboration tools. By consulting with a remote expert via a live stream, less experienced personnel can benefit from AR-based visual guidance, helping them to resolve the issue. With one convenient solution, companies gain by;
Read the full report to learn how essential service providers are using remote support during COVID-19, when regular service delivery practices are being challenged.