Recent news reports suggest that some larger organisations are struggling to maintain an acceptable level of customer service during the pandemic. The unexpectedness of these times can only be held accountable for so long before poor crisis management and poor planning are to blame.
As technology becomes more readily available and product USPs blur between providers, customer service is the only playground left to differentiate in a competitive market. What can you do?
What if we told you there was a way to improve customer service while also saving money?
Let’s face it, things have changed which means consumer expectations and satisfiers have also changed. People no longer want strangers in their home and when they perceive that a call out is necessary, this may give rise to feelings of negativity and even anxiety. This is not a good starting point in delivering extraordinary customer service.
Organisations with a field service element have long been seeking a silver bullet to reduce their high operational costs. Technician call outs are particularly costly when you take into account labour costs and vehicle maintenance and expenses.
The ability to provide remote maintenance is becoming a preferred solution for both customers and organisations. Pre-screening technician call outs will offer a higher standard of customer service offering your organisation the opportunity to pull a lever and differentiate in a competitive market.
Providing a quality, remote service allows field service organizations to offer a higher level of customer service without the need to dispatch a technician to the customer’s site. Whether your field is an engineer, an IT technician or a tradesperson, remote maintenance is critical for minimising downtime, reducting operational costs and improving customer service.
It’s Not Just B2C
Businesses all over the world have changed how they operate in the B2B environment. Businesses are required to be more flexible in their response, moving from following specific operating procedures determined by SLAs. The need to maintain critical service to other businesses has taken priority and forced a shift to a new operating model – an outcome based approach for their B2B customers. Priorities have shifted towards keeping customer equipment or services up and running at all costs.
Using visual technology allows us to remote experts to see customers’ equipment via their smart device camera, and visually guide them to resolutions using on-screen Augmented Reality annotations. This enables fast, effective problem-solving, without the need for a time-consuming and costly dispatch.
Apart from the obvious social distancing benefits, visual assistance helps organisations to reduce technical call outs as customers begin to resolve more issues by themselves. This is an efficient, effective solution that will ultimately deliver clear cost savings and help ensure the safety of more vulnerable and exposed staff while continuing to provide vital remote support to customers.
At SOLV we supply sales and support solutions for organisations using the latest in remote support technology. Contact us here for more information and to find out how we might be able to help with your business strategy and continuity planning.