A quick look at the status quo before Corona: IT helpdesks, field staff and other support teams communicated via traditional channels such as telephone, email or – it may be hard to believe – fax. However, many customers have long complained that problems are not resolved via these channels quickly enough and not with the desired success. And suddenly remote work became the new normal. Many support channels were now inaccessible. Agents could no longer be present live and are therefore often “blind” to the actual problem.
Even before social distancing, new approaches were need in service – and now even more so. Companies can use existing resources to significantly improve their support: for example, the caller’s smartphone camera or remote access to the defective device. Being open to such possibilities helps both sides. Because not only are the customers more satisfied with the service, the service employee can also do their jobs more easily and better.
Customer Service 1.0
Support departments have to deal with numerous issues. In addition to the previous requests, they are now also faced with problems from employees working from home. And these require the same, if not more, attention than before. But if support only receives an email or Colombia Phone Number List a phone call describing the situation, misunderstandings quickly arise and the solution can take several days, if not weeks. It also costs a lot of money if a specialist has to travel to perform a service that could also have been done remotely. The problem is well known and is not limited to IT support.
Camera sharing and co-browsing – the new best friends
The consistent use of innovative tools puts the assessment of a problem on a new basis, accelerates the processes and makes them more efficient and, above all, more satisfactory. Various tools help to make processes smoother and faster.
In the first step, a simple chatbot or virtual assistant can help answer simple questions. Only when this reaches its limits is the query forwarded to a “real” employee. This employee can then pull all the information about the process directly from the CRM solution.
If the cause cannot be identifi straight away, remote visual support can help. Using appropriate tools, the service employee can, for example, access the camera Cell Phone Number Database of the mobile device, provided the customer has given their consent. Some solutions do not even require the download of a separate app, and the employee can use the camera to get a precise picture of the problem. Using a comment function, they can record instructions and document which steps need to be carrie out in which order. Simple issues can thus be resolve within a few minutes. If the presence of a specialist is nevertheless necessary, they will then have the right spare part with them, for example.
Another way to optimize service is co-browsing
Here, both conversation partners see the same content, similar to the camera sharing function. The agent can then navigate the caller directly through Bulk Database the solution. However, many companies and customers have concerns about security, availability and resources. However, there are now easy-to-implement solutions with which the service employee can offer a customer co-browsing easily and safely.
Social distancing will continue to shape work for some time to come. However, interaction does not have to suffer as a result. Since many companies are currently transitioning to flexible working, now is the right time to make things easier for everyone involve and improve service. The customer should also benefit from remote technologies. Now more than ever, their loyalty and satisfaction are more important.
