Remote Support: A Paradigm Shift in
Field Service Delivery
Aug 18, 12:00 EST
In the new normal, enterprises understand that they need to address the safety expectations of their customers in order to achieve the business resilience necessary to shrug off the effects of COVID-19 and emerge even stronger than before. With 68% of customers reporting that they would be more loyal and give preference to companies that go further to ensure safety in technical support, the time is right for innovative solutions that help enterprises serve their customers without requiring direct person-to-person contact – a model known as contactless service.
Contactless digital and self-service channels save time and reduce customer effort and are especially effective when combined with a visual element. A new report, “Hello to Hand-off: Strategies for Delivering Visual Contactless Service,” explores three ways that enterprises can zero-contact service.
The report explains in depth how three strategies – technicians working remotely, visual collaboration between contact center agents and field service technicians, and Computer Vision AI-based self-service – address customer safety concerns, reduce customer effort, lower operational costs, improve efficiencies and boost employee satisfaction.
The report also includes a case study of a telecom provider that implemented visual contactless support at the very start of the pandemic and highlights the benefits it has experienced. Download it to learn more about why the visual dimension is crucial to how your organization can provide contactless service to your customers.