A leading European CSP provides internet, 4G mobile and TV services to 20.5 million domestic and business customers. High levels of Visual Assistance adoption were a top priority for the telecom, so they sought a solution that could integrate smoothly into the reps’ desktops and specifically with Salesforce Service Cloud. Because TechSee comes complete with preset Salesforce integration, the deployment process was rapid. As a result, agents can easily begin visual sessions from the Salesforce console with single sign on, and access complete visual customer histories. Though early, the company has already witnessed a significant increase in customer satisfaction and is projecting clear improvements to First Contact Resolution and technician dispatch rates over the coming months.
Ensure the new Visual Assistance solution is extremely simple to use and actually reduces user effort. The technology should offer a browser-based experience and intuitive interface to make it effortless for customers to use. Agents should find the solution simple to use and effortless to deploy. Keep in mind that even the smallest slowdown in workflow may present a barrier to adoption of new technology.
Costa Express operates and supports 10,000+ self-serve coffee machines around the UK. They implemented Visual Assistance in an effort to lower their costly engineer dispatch rate and reduce machine downtime. However, the solution’s complexity and app download requirement had become a barrier to adoption amongst agents and customers, resulting in low ROI. Costa Express UK partnered with TechSee to deploy a visual remote assistance platform that required no app download. The ease-of-use for both agents and customers resulted in exceptional positive feedback and high levels of adoption of the new technology from the first month of use. The quick adoption resulted in a 41% decrease in engineer dispatches and a 43% increase in first call resolutions, significantly improving overall ROI.
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