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...
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...
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,...
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,...
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...
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...
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...
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...
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...