Remote Support: A Paradigm Shift in
Field Service Delivery
Aug 18, 12:00 EST
Competitive Advantage Driven by
After detecting an outdated modem, customer receives recommendations for new hardware upgrades.
Customer receives step-by-step troubleshooting instructions to resolve an internet connectivity problem resulting from cabling issues.
Customer receives clear visual instructions for assistance with operating a new remote control.
Customer receives step-by-step visual instructions for assistance with self-installing a new router.
Customer's identity is verified by visualizing their ID, and visual instructions are provided for correctly filling out forms.
Customer can better understand their phone bill via clear visual breakdowns of each charge.
"When we saw TechSee it was simple but at the same time it was transformative. We saw enormous cost savings in customer site visits and first-time resolutions. Agents and customers were happier."
"TechSee helps us by reducing the cost of processing because we can handle the claim first time. The agent can see the damage, estimate the cost and help the customer there and then."
"Being able to take an efficiency that makes your people more productive, to make their job satisfaction even higher is what this technology has brought. When we made the decision, we didn’t look back and two years later it’s accomplished all the goals that I set forth."
"With TechSee, we are able to resolve a significant number of customer issues remotely, together with the customer, without having to send technicians. Besides the cost savings, our customer satisfaction has increased because we provide more effective service, saving time and solving the issue on the spot."