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 likelihood of success for 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.
Distinguished Vice President, Service Technology Research, TSIA
Publish Date: May 8, 2017
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