The call center KPIs in your business is one way to evaluate how well your company is: 1) serving its customers, and 2) protecting its long-term goals. KPI itself stands for “key performance indicator” and is an ultra-important measurement when it comes to making objective improvements to your customer service or call centers.
Augmented reality companies encompass incumbents (such as Apple and Microsoft) to more lithe, fast-moving innovators (like Help Lightning) that are seeking to make a sizeable mark on the soon-to-be $50 billion industry.
So as AR-backed technology moves to change everything from military training, to customer service, to education - what are the top augmented reality companies you should keep your eye on? And exactly what are they hoping to achieve with their game-changing products? Let’s dive in.
If you want to build truly great customer relationships, you must figure out the underlying situational awareness and intentionality that allows them to grow. Managing customer relationships is a difficult task that must be met with organized strategies and appropriate tools.
Written by Michael Israel, COO for the Service Council. Sponsored by Help Lightning.
This summary report provides preliminary highlights of the state of the market for AR adoption in Field Service. It also includes an analysis of how that has evolved since the original 2017 survey. And, finally, a suggestion about how that evolution is likely to continue over the next two years.
Cross functional collaboration is the defining difference between companies that meet expectations and those that exceed them. As your business grows, it’s nearly impossible to keep departments from developing their own systems and idiosyncrasies independent of one another. These differences aren’t necessarily a bad thing, but they can be detrimental to achieving company-wide goals.
Though the prevalence of augmented reality is on the increase, not every business has examples of AR technology in their business model. Hubspot thinks this is all set to change though: right now, AR presents as novelty to some, but as more companies capitalize on the benefits, they will need to get sharper and more thoughtful in regard to how they implement this technology within their current operations.
Improving the B2B (Business-to-Business) customer experience is often not a priority because it represents a distinct marketing and customer support challenge. Unlike B2C (Business-to-Consumer) businesses, which more easily recognize how they can stoke customer loyalty and appreciation, B2B businesses may find themselves uncertain of how to proceed or improve. For these reasons, the B2B customer experience represents a treasure trove of untapped value propositions and clever loyalty-building that will drive sales.
Augmented reality, often shortened to simply “AR,” is a term that many are familiar with, but may find it difficult to define in exact terms. That’s why we’re going to dive into exactly what constitutes augmented reality including examples of AR in business. Also, the ways you can easily reap the benefit of this technological innovation in your own operations.
For customers of RJ Young, technology problems need to be resolved as quickly as possible to minimize the impact on business operations. Prior to using Help Lightning, even easy to solve problems required a technician to go onsite. Now with Help Lightning, RJ Young is able to offer instant assistance to customers remotely. This includes guiding customers through installation, training employees how to use equipment, and helping customers troubleshoot whenever a problem arises.
In early 2020, equipment specialist for Fresenius Medical Care North America (FMCNA) Mark Gotschall had a health scare. Severe pain in his legs sent him to the emergency room and it turned out he had five blood clots. The doctor sent him home with blood thinners and instruction to give up all the driving he’d been doing.
If you’re looking to increase CSAT, then chances are, you’re likely to move the needle on your NPS scores too. And that’s because these two metrics are tightly intertwined: happy customers are likely to repeatedly buy from your business, recommend their friends and family to your services, and even leave glowing reviews where possible (while the opposite often proves true for unsatisfied customers).
Medical technology company Becton Dickinson (BD) required a solution that would allow technicians and engineers to deliver high quality, precise remote customer support and employee training in a virtual setting. With more than 70K employees serving customers throughout the world, this includes maintenance, repair and training on highly complex medical equipment.
The question of how to improve first time fix rate is becoming increasingly important as business’ look to differentiate themselves on their customer service. And it’s a worthwhile endeavor. According to independent research by Aberdeen Group, improving first time fix rate is correlated with heightened business success. In fact, 20% of top-performing companies have a first-time fix rate of 88%.
The question of improving your first call resolution rate is a complicated one, because this critical customer satisfaction metric doesn’t take place in a vacuum. And if you have a low first call resolution rate, the root cause can appear elusive at first: is it an issue with your agents? An operations problem? A deeper product issue?
This article focuses on a valuable use of remote expert guidance.
Employee onboarding can be as simple as arranging a social lunch between the new person and their team or as complex as coordinating a multitude of training modules. Each industry requires a different level of intervention in the employee training process, depending on the level of skill required of their new hires. One thing everyone has in common is that virtual environments are becoming more and more the norm. Onboarding new employees or junior technicians is guaranteed to be more difficult when they never have—and never will—go into the office.
When looking to improve customer retention rates, it’s important to view this business objective through the lens of value first. How can you provide more value to your customers leaving them delighted and engaged? How can you blow your competitors out the water and become the one and only choice for them in a market with several, if not many, different products and providers?
Factories throughout the world are discovering that remote visual assistance technology effectively combats smaller workforces while helping gain efficiency. Remote equipment installation helps support workplace safety, enables teams to meet project deadlines, and supports operational reliability. Additionally, manufacturing companies using remote visual assistance software no longer have to send large, costly field crews onsite for installation or to follow up with any necessary rework.
Remote AR assistance is a tool helping equipment vendors more quickly and efficiently conduct Factory Acceptance Testing (FAT) with customers. The FAT validation process ensures that newly manufactured and packaged equipment does what the end user needs it to do. All functional issues and other problems can be addressed before the product leaves the manufacturer’s facility. This benefits both the customer and vendor. Leveraging the dynamic capabilities of Augmented Reality (AR) tools, manufacturers are able to more effectively bring customers into a virtual FAT environment remotely. This enables FAT to be done quickly, while also offering customers a high touch experience from anywhere.
Analysis of the results of Blumberg Advisory Group’s inaugural Field Service Industry Sentiment Study provides an interesting perspective on the current and future direction of the industry post-Covid 19. Learn how field service software and many other industry questions are viewed by company leaders in this study completed by Michael Blumberg and sponsored by Help Lightning.
A sizable enterprise company quickly starts to run into the problem of how to collaborate more easily. Over time, entire departments within the organization may become devoted to solving that one problem. Across multiple interrelated teams, especially in a company with numerous geographically distant locations or virtual work environments, it can take a monumental effort to choose tools that encourage the simplest and most effective collaboration.
Wondering how to reduce truck roll costs without hurting other important metrics, like customer satisfaction (CSAT) and customer retention scores? Well, fortunately, it is possible - but it takes a methodical approach. And that’s what we’ll be diving into today: the question of how you can quickly and effectively make some tweaks here and there to your day-to-day operations, and in the process, reduce truck roll costs while still spurring long-term growth for your business.
Call centers are the locus of customer service initiatives. They also experience a high volume of virtual or phone-based requests for support. This presents a significant challenge because support persons have to assist customers without the use of clear visual cues. Call center video support software can be used to solve this tricky customer interface issue.
Managing various suppliers can be challenging and complicated for many companies. Quality, consistent suppliers are crucial for ensuring end product delivery is exactly what your customers want. Additionally, companies that must comply with regulations have an added responsibility when it comes to qualifying a new supplier. Remote visual assistance technology offers companies a way to simplify how they qualify a new supplier, making the process fast, efficient, and effective.
A lot of time, energy, and capital is invested in capturing and closing hot leads (and thus acquiring a host of new customers), but what about ways you can keep the customers you already have? That’s the essence behind figuring out creative ways you can reduce customer churn and protect your bottom line.
There is no denying that a gap exists between the skills that many companies need and the skills that those seeking jobs have to offer. The need to address your workforce skills gap is an especially high priority for entry-level positions as many of these target new college grads. The infamous ‘two years of experience’ requirement for most jobs is often overlooked by both employers and job seekers because it doesn’t always make sense. But what if there was a way to train inexperienced or less experienced new hires without the need for heavy oversight?
We were excited to partner with John Carroll, the CEO and founder of the Service Council, for an IdeaShare workshop exploring how field service organizations are adapting to digital transformation. The Service Council is a Boston-based research analyst firm. Topics for the workshop included digital transformation trends, how these trends affect organizations, and the application of Help Lightning’s innovative remote assistance software.
Shutdown maintenance can only be safely performed when equipment is not in use. This can be costly if maintenance requires prolonged closures and occurs during typical hours of operation. Additionally, planned shutdowns can be complex, impacting other parts of the operation and requiring several team members and engineers to be involved. Remote visual assistance technology is a solution helping manufacturers, and construction & engineering companies reduce equipment downtime during shutdown maintenance for equipment.
We all know the need to improve phone fix rate is important to customer retention levels. But sometimes, when juggling all the acronyms and HR speak (AHT and CSAT being prime examples), you can lose sight of why something like your phone fix rate is truly important: and that’s because it makes your customer service exponentially better.
Consistent auditing and inspection as part of Quality Assurance (QA) and Quality Control (QC) can be challenging for many companies. These core functions of QA and QC require a lot of time and coordination of challenging schedules. This includes quality assurance managers, engineers, safety specialists, auditors, and inspectors. Visual assist service offers all required personnel and project stakeholders a more efficient way to conduct quality inspections. A visual assist service provider enables everyone to be onsite together in a functional virtual setting that’s as effective as in-person inspections.
Join John Ragsdale, Distinguished VP of Technology Research at TSIA from Technology & Services Industry Association (TSIA) as he kicks off this panel discussion and webinar with one of the top augmented reality companies, Help Lightning.