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Providing a Direct Line of Sight into the Customer’s Home or Office

Date: May 26, 2015

Author: John Ragsdale

Description:
There are inherent limitations in traditional assisted support models. While support employees may be well trained, highly technical, empathetic, and have strong communication skills, they still are limited by the actual medium of phone support. They cannot see what the customer sees and are limited to how customers explain and describe a technical problem and environmental issues. Video has the capability of completely changing this dynamic. With live video links, support technicians can see into the customer’s home or office, allowing them to visually inspect equipment or error messages, and increasing the success of walking a customer through a repair or recovery procedure. Today, innovative solution providers are releasing products that leverage mobile devices to create a video link between the customer and the support technician, with ROI impacts that include streamlined productivity and avoiding on-site field service appointments. Support management should evaluate the new video products coming onto the market and understand how they could be incorporated into current support processes to reduce costs and improve the customer experience.

Applicable Disciplines:
Field Services;Managed Services;Support Services

Keywords:
video, camera, mobile, mobility, video support

Functional Areas:
Operations;Service Delivery

Markets:
Consumer Technologies;Enterprise IT and Telecommunications;Healthcare and Healthcare IT;Industrial Equipment

Revolutionizing Support Interactions with Video


 
Sponsored by LogMeIn

Date: April 09, 2015

Author: John Ragsdale
Peter Zeinoun
John Ragsdale
VP Research, Technology and Social
TSIA - TSIA
Peter Zeinoun
Director of Products
LogMeIn Rescue - LogMeIn Rescue

Description:

Video has begun to transform various areas of service operations, including video self-help libraries and wearable technology for field service agents. In this On-Demand webinar, learn how video can be leveraged to revolutionize the support experience for both customers and support technicians, giving support techs a direct video link into the customer's home or office to inspect equipment and walk customers through recovery procedures. Such technology will have dramatic impacts on key metrics, such as first contact resolution, resolution time, and ultimately, customer satisfaction and loyalty.

In this thought provoking and interactive session, hear from John Ragsdale of TSIA how support organizations are struggling to scale to meet the needs of customers dealing with Today's highly complex products, and hear from Peter Zeinoun of LogMeIn about a new product which uses mobility and video to put a support technician onsite with the customer, without ever rolling a repair truck. A live demo of this innovative new product will be presented. Learn the emerging use cases for direct video links to customers, how video sessions are initiated and managed, and how this technology can impact the metrics of your support organization.


Applicable Disciplines:
Education Services;Field Services;Professional Services;Service Revenue Generation-Recurring;Managed Services;Support Services

Keywords:
Video; B4B; Support; Technicians; Customer Support; Customer; Value Added Services; Customer Satisfaction; Customer Service Organization

Functional Areas:
Engineering;Finance;Marketing;Operations