Connecting people, especially our vulnerable customers, has never been more critical. Vodafone Visual Support, powered by TechSee, helps to avoid engineers entering people's homes. This reduces the risk to our customers and engineers, whilst ensuring that our customers stay connected so that they can access essential public services and information.
TechSee technology allows our customer service teams to see what the customer sees, not just what’s on their screens, through the use of the customers’ smartphone camera. They can then guide the customer to a resolution without needing to dispatch an engineer. No application download is required.
So how does it work?
TechSee allows customer service agents to send an SMS to the customer, and they simply click a link to establish a live video stream and use their smartphone camera to show the agent exactly what they see. The agent can then guide the customer to a resolution, which means that Vodafone’s agents can immediately assist customers with issues such as installation and cabling.
Many activities that previously required a technician to be dispatched can be performed remotely by agents. The patented web-based technology means no app download, installation or account login are required, and safeguards ensure that the customer gives permission for the duration of the video call.
Even before the current pandemic, providing real-time assistance to customers increased Vodafone’s First Contact Resolution (FCR) rate, reduced the number of technicians dispatched and boosted customer experience and satisfaction, as we resolve customers’ issues faster. Across Vodafone Group, we’ve seen significant improvements and have reduced our technician dispatch rate by 10%, increased our FCR rate by five points, which has led to a 15% boost in NPS.
This technology is critical to Vodafone’s efforts to reducing broadband engineer visits during the current pandemic. Some local markets, including Vodafone Greece, have instigated a policy stipulating the use of Vodafone Visual Support before any engineer visits a household. This protects the employee and the householder from infection risk.
In addition, with the temporary closure of stores, including Vodafone shops, Vodafone Visual Support enables consumers to share their mobile screen with the agent who can guide consumers with a remote pointer to resolve smartphone issues without the need to visit a store. Vodafone Visual Support is view only and no control of the consumer’s device is given to the agent.
Paresh Modi, Head of Innovation, Vodafone Group commented:“TechSee is a great example of a startup partner that provides a simple but transformative solution. Even in normal circumstances we see benefits in delighting our customers and reducing cost for Vodafone. However, the benefits in the current challenging situation are enormous. Vodafone Visual Support, powered by TechSee, keeps our customers and engineers safe, and keeps our customers connected”.
Ziv Orr, VP Business Development at TechSee commented: “As enterprises around the world rise to the challenge of maintaining critical service delivery, TechSee is helping Vodafone to leverage innovation to increase the safety of both customers and key workers such as field technicians.”