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See how global home builders are building better connections

Visual assistance and self-service support services are transforming the home building industry through faster repairs and customer experience.

The top three home builders in the US are using remote visual assistance technology

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.

Good customer service

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.

Fast troubleshooting

Once they have contacted a support representative, the process goes smoothly, and in many cases, they troubleshoot the problem remotely.

Home builders reduce overhead with live visual assistance and visual self-service options

Using available technology

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.

Significant benefits

Vendors in this space have perfected property management and are deploying what they call visual assistance technology to deliver significant benefits.

Using remote visual guidance for faster home repairs
A field services remote technician using the TechSee app for remote visual assistance

Remote visual assistance technology saves builders and customers time

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.

How much time is saved?

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.

Using remote visual guidance for faster home repairs
Home builder

Adding vision to a call frees up experienced field technicians to focus on more complex issues

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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