Customer support expectations have evolved alongside new and innovative technologies. And customer support software can play an important role. Steve Jobs famously said “You’ve got to start with the customer experience and work back toward the technology, not the other way around.” With remote visual assistance technology, customer experience is the core benefit. It aims to satisfy and optimize how the end user wants and needs to work. Remote customer support software helps companies deliver superior customer experiences by enabling rapid response times and fast, complete resolution.
With remote visual assistance technology, customers receive a support experience that extends far beyond a faceless phone call or a 2-D video chat. Instead, customers get a dynamic, remote ‘hands-on’ experience that truly supports their needs.
Customer support strategies use remote visual assistance technology to provide customers with very specific guidance. Using a shared screen, technicians show customers how to resolve their problems as if they were working side-by-side.
When issues cannot be resolved remotely, remote visual assistance technology provides a complete overview of the customer’s needs. If an onsite technician or service professional is needed, they arrive having ‘seen’ the issue. And they are prepared to fix the problem the first time.
Technical service, customer service, customer care, and customer experience personnel in any business sector can leverage this technology. It allows them to collaborate with customers using a merged video stream so that both sides can see the same thing and work on it together.
Whether on mobile or desktop, the Help Lightning app enables people on either side of the screen to virtually reach into the other person’s view for ‘hands-on’ guidance, as well as overlay a new view, and make annotations and drawings that both sides can engage with for dynamic customer support.
Remote visual assistance technology allows users to view a merged reality where both sides can physically engage with the view on the screen.
The operator receives high touch support, and is able to resolve the problem quickly and continue with their busy day.
Effective customer support is arguably the most important part of any company. Quality customer support will increase customer retention, increase referral rates, and decrease customer churn rates. It’s also shown to open new streams of revenue through loyal customers who are more likely to purchase support packages and new products.
Interested in learning about more use cases and how other companies are using remote visual assistance? Review our full list of 20 remote assistance use cases.
Remote customer support software allows companies to meet their customers in the field – and on the job site – no matter where they are located. This high touch and specialized service leads to strong customer experiences. Help Lightning is the solution companies throughout the world rely on to provide optimal customer support.
Our team is waiting to show you exactly how Help Lightning’s remote visual assistance software can help your company’s specific business needs.