Telecommunications industry is undergoing a huge digital transformation. This paradigm shift has empowered telcos to serve customers in the most effective and efficient way possible. Moreover, as the countries across the world continue their fight against Covid-19 pandemic, telcos are trying to discover alternative methods of serving their customers without direct person-to-person contact.
Moving beyond addressing safety concerns, world’s leading telecom companies are shifting towards the model of “contactless service” to provide customers with a high quality experience while ensuring safety for both customers as well as employees. Visual contactless service helps operators to engage users interactively and assist them in solving their queries, thus increasing customer experience and retention.
Tools that help telecom companies to offer contactless service to customers
Co-browsing enables support agents to view and interact with customers’ web browsers and offer live, personalized guidance through complex processes. With the help of a co-browse solution, agents can see customers’ screen in real time, move around within the browser highlighting relevant information and guiding them through complex demos, processes, transactions, forms, and more. With shared viewing, it becomes easy for agents to identify the issue and provide an effective solution in the first contact itself. This improves FCR rate and increases customer experience. Also, agents will only be able to see pages that have been enabled with co-browse.
Augmented Reality (AR)
The support agents can resolve complex queries and simplify customer interactions through live camera via remote screen access explaining users about the installation or troubleshooting process. The agents can visually guide and collaborate with customers through live video assistance. The technology combines video streaming as well as augmented reality and creates powerful collaborative solution for remote visual guidance. It helps agents to get visibility of devices and assist customers to fix issues. For instance: an agent sends a link to the customer to set up a live video stream and the customer utilizes the back camera of their smartphone to show the problem to the agent, enabling them to identify the cause as well as offer on-screen augmented reality instructions to guide them through step by step troubleshooting process.
Agents require flexible work hours to manage both their work as well as personal life. However, when it comes to AI aided virtual assistants, no such work-life balance is needed, thus making them available 24*7 for customer support services. Virtual assistants help to solve common customer queries related to billing, network, connectivity, technical issues and more, thus saving up significant time for support agents to focus on more complex issues. Chatbots can handle multiple queries at the same time, thus reducing call volume as well as operational costs and increasing customer satisfaction.
With visual assistance, a support agent can see a customer’s physical environment with the help of their smart device and visually guide them through correct troubleshooting steps using AR annotations on their device screen. Experts can show visual poach marks to customers which can be viewed on their mobile screen while pointing towards an IPTV or any other connected device with highlights as well as text messages about next steps to be undertaken. Also, on field technicians can get help from experts using video collaboration tools. They can consult an expert via live stream to fix industrial and heavy grade communication equipment.
Benefits of providing contactless service to customers
Reduce Operational Costs
Organizations focus on reducing operational expenses as much as they focus on profit maximization, therefore, interactive visual engagement offered by operators helps them to save finances. They help to minimize the back and forth communication with customers and result in first call resolutions (FCR). Increased FCRs reduce call volume and bring down overall costs. Also, providing contactless service eliminates the need for field visits by engineers, thereby, reducing operational costs. Moreover, an AI aided chatbot can single handedly deal with multiple queries at once minimizing the requirement for human support agents to handle customer queries.
Increase Customer Experience
Waiting for field technicians to come and solve device technical issues is frustrating. Moreover, in these times of Covid-19, none of your customers would like to welcome field agents in their home. Therefore, contactless service solutions including co-browsing, self healing apps, virtual assistants, etc reduce customer effort and are able to resolve issues without requiring technician visits, thus increasing user experience. With interactive visual engagement, support agents can help customers navigate through correct troubleshooting steps to self-solve device issues and increase CSAT as well as CX.
Increase Business Growth
The goal of any organization is to gain a competitive advantage and drive business growth and to achieve that, they need to make their customers happy. Therefore, contactless service support helps operators to be always on top of their offerings and simplify customer interactions, thus increasing CSAT as well as business growth. By providing intuitive and engaging visual guidance to customers, operators can step up their game and increase overall business performance.
Summing it up
Addressing safety concerns is now critical to brand loyalty, therefore, contactless service solutions including co-browsing, augmented reality, visual engagement, self care apps, etc help telcos to rebuild human experiences to differentiate themselves as well as increase customer loyalty. With contactless service, operators can personalize each interaction and resolve issues remotely, thus increasing customer satisfaction.