HOME BUILDERS
To remain competitive and differentiate their brands, the leading home builders in the US use remote visual assistance cloud services that also leverage visual self-service and augmented reality support by AI.
They do this to provide an easy process to request and deliver professional services to homeowner customers.
Customers can receive direct access to a live video call and be assisted directly with their issues.
Once they have contacted a support representative, the process goes smoothly, and in many cases, they troubleshoot the problem remotely.
Everyone has a smartphone with powerful video functionality.
Using a visual service allows the service desk agent to see exactly what the issue is and come up with a resolution.
Vendors in this space have perfected property management and are deploying what they call visual assistance technology to deliver significant benefits.
Saving time has been cited as the number one reason the top three home builders in the US use visual assistance in their contact and support centres.
Near-instant visualisation of the issue
When an agent receives a call, they ask to connect with the customer’s smartphone through an SMS link, and after 30 seconds, they have eyes on the customer’s issue.
By combining a direct visual of the customer’s issues along with their voice, there’s a savings of several minutes of discussion and the risk of getting it wrong.
Simple problems customer-fixed
If the problem is simple to fix (for example, a flipped circuit breaker), the agent can highlight the area that needs attention by drawing an image directly onto the customer’s phone screen using augmented reality. The customer can then do the fix remotely – and fast.
Complex problems fixed through tradespeople
If a problem is more complex, the agent can send a tradesperson out to the customer, knowing precisely who to send and what tools and materials are needed.
One builder has found that their average resolution time, using remote visual assistance, has reduced from 20 days to 6 days. How? A customer care manager with a home builder in the US explained that they used to get on the road to visit local customers with issues three or four times a day.
Travel time is a time sink
A typical round trip would take them a couple of hours, and sometimes for a routine job that could have been fixed in minutes.
Add in a second site visit
If they arrived and found the work was more complex, they needed to schedule a second visit for a tradesperson.
Remote visual assistance saves time and improves customer service
By seeing the issue on the first call through the phone, the time saving was substantial on the company side and much appreciated on the customer side.
Home builders lack the time to fully train new service technicians, so they sometimes need a second pair of eyes on the issue.
Having older, more experienced technicians available remotely with a visual connection can aid in training and first-time completion of an issue.
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