Michael Blumberg, CEO of Blumberg Advisory Group, recently sat down with The Future of Field Service Podcast and offered his thoughts and guidance on the future of “touchless service” strategy and the products that are making it possible. Here are a few excerpts from the interview, and the link to the full episode and interview is available below!
Blumberg is clear about what he thinks the future of service looks like, and it’s touchless. He says, “I think for every service organization, they need to have a touchless service strategy. They can’t go about business and say, ‘I’m not going to deal with this. It’s not important.’ It is important. I think touchless service will become table stakes for all service organizations.”
We’ve also heard from many of our customers that they have found new use cases for Help Lightning once they implemented the tool into their service processes. Now, past simple break-fix issues, it’s often used for audits, training, sales and marketing, and in preparation for site visits. Blumberg talks about how touchless service solutions are evolving within organizations by saying this:
“When these tools first came out, most people thought that they would be used in an emergency service environment, like a repair situation, but we’re seeing more and more companies are using them to support installations even in a B2C environment, not just in a B2B environment. We’re also seeing them for repairs, depot repairs, for site surveys, for application support.”
The Benefits of Going Touchless
When asked about what benefits he sees in using touchless service, he shares his experiences in measuring reduced friction and a better customer experience — he says, “in my opinion, I think one of the biggest benefits is it eliminates friction, and friction is caused when there’s a lot of touches or a lot of steps or a lot of additional time involved in completing a task or process.” By eliminating this friction, “It dramatically improves customer experience, especially net promoter scores. We’re finding that the end customer likes this ability to get touchless service, to get service fast, to have somebody walk them through the solution. . . . You’re doing the troubleshooting remotely and you get a better chance of knowing exactly what’s going on. Because you could see and observe it.”
Finally, Blumberg says, “companies need to consider it. It’s got to be part of their offering. It’s got to be part of their service delivery.”
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How Help Lightning Enables Touchless Service
When someone encounters a production maintenance issue, they need an expert to be onsite immediately. With virtual expertise software, two video streams become merged into one. Therefore, users can collaborate and resolve an issue together. The remote expert can actually insert their hand, use tools, and share documents. This simplifies the problem-solving process. Easy, right?
Using mobile devices, experts can now work with a partner as though they were side-by-side. You can telestrate, or write across the screen. It’s easy to freeze images and use hand gestures. You can even import documents and add real objects into the merged reality environment. So, using Help Lightning, experts can solve any problem, even from thousands of miles away.
To see Help Lightning for yourself, schedule a free demo here.