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Why Your Team Should Promote the Benefits of Remote Expertise Technology to Customers

January 26, 2021

This is the third post in our 4-part series on Adopting Remote Expertise Software in the Service Industry. Each post will explore the benefits of adopting Remote Expertise software, and how to smoothly introduce this technology to your workforce. 

A sign that your company has reached full adoption of Remote Expertise software is when employees effortlessly champion this technology to customers. At this stage, Remote Expertise software is ingrained into company culture, and employees are excited to share how it improves their ability to effectively deliver services. 

Customers are always top priority in the service industry, and Remote Expertise technology has a major impact on the overall customer experience. This technology helps service providers do their jobs quickly and skillfully, helping to reduce errors, rework, and delays. 

Happy customers increase the likelihood that your business will be successful. As customers come to learn the benefits of hiring a company that uses Remote Expertise software, they will become loyal to your company. They will advocate for you by positively reviewing your business online and to others in their network. 

All Customer-Facing Employees Should Promote Remote Expertise Capabilities

Customers want to know you that have the best tools for the job. When customers know you’ve got the best tools to get the job done well and with minimal hassle to them, they feel confident in choosing you. Whether employees are in sales, customer support, or operating as onsite technicians, anyone who is customer-facing should help promote the benefits of Remote Expertise software. This technology is a major differentiator and offers elevated service that customers will appreciate and champion, translating to a competitive advantage in your market. 

Sales team members or your customer support staff are typically the first person-to-person interaction your customers have with someone inside of your company. While these are not the employees who are using Remote Expertise directly, they should be well informed of the benefits so that they can relay this to potential new customers during sales or support calls.

Onsite service technicians have the most direct customer contact. That means they are the customer’s window into your business. They have a unique opportunity to show customers how they are using Remote Expertise to solve their problem. When summing up the job they’ve done, your techs can mention how they used Remote Expertise to get the job done quickly and effectively.  

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What Your Customers Should Know About Remote Expertise Software

In the service industry, you may be helping customers who aren’t tech savvy; perhaps they could care less about technology! All your customers care about is: can you fix my problem, and can you do it for a reasonable cost?

The technology your company chooses to use sends a message. It tells customers that your company is willing to innovate in order to offer better service. Ultimately, when customers feel they’ve received high quality service, they become loyal. A loyal customer champions your company, helping to boost referrals. 

Below are some benefits of Remote Expertise technology that your customers will want to know.

Expert Backup Support is Always Available

Mobile merged reality blends together two separate locations. Therefore, company experts are available to help field technicians no matter where they are. Across town or across the world, technicians get “hands-on” support without having to physically be in the same space. 

Sometimes junior-level technicians arrive onsite to discover they require more information to address the customer’s needs. With Remote Expertise software, internal experts can demonstrate exactly how to fix any problem; it’s as if they were right there with them!

Get Work Done The Right Way

Your customers will be happier if you do the job the right way the first time. Remote Expertise software allows technicians to tap into company specialists to review work at any stage of repair or installation. Therefore, they can catch mistakes in real-time. 

With Remote Expertise software, your customers can feel confident knowing that extra support is instantly available to service technicians. That means they will not have to reschedule their appointment if something goes wrong.  

Fewer People Required to Get a Job Done

With the onset of COVID-19, everyone wants fewer people in their homes and workplaces. We all need to do our part to help minimize the spread of the virus. Support services calls may have required several technicians in the past. However, Remote Expertise technology makes it possible to send the minimum number of people, with other team members available remotely.

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When someone encounters a production or 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 into the merged video, 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.

Want to improve net promoter scores at your own company? Sign up for a free demo.

For more on Introducing Remote Expertise Software in the Service Industry

Click here to see the first post in this series. How to Effectively Roll Out Remote Expertise Software Training for Your Entire Workforce

Click here to see the second post in this series. How to Turn Service Industry Tech Resistors into Tech Adopters

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