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Call Centers.

A customer is already on the line. These are stories and notes for teams who have to see the problem before the queue moves.

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The queue moves at the pace of the next caller.

  1. Invite

    Send a Help Lightning link. The person on the line joins without hunting for an app.

  2. See

    They share what they are seeing: the unit in their hands, the failure in front of them.

  3. Guide

    Annotate the image when an annotation is enough. When showing is better than telling, Merged Reality puts the expert’s hands into the live view.

  4. Wrap

    Finish the live session cleanly so the queue can move.

  5. Next

    The next caller is waiting, so the queue has to keep moving.

PepsiCo and Vivint

The customer is already on the 1-800 line when the agent sends a Help Lightning link. The customer clicks it, the live view opens, and the phone call stays up.

Articles

  1. 01Veolia: diagnose and fix without the waitWater-tech support that has to move fast — remote expert guidance so downtime does not become the story.Veolia
  2. 02TCS at Kering: IT support that can see the problemTata Consultancy Services uses Help Lightning so Kering’s support can look at the issue with the person who has it.

Case studies

  1. 01Unisys: an expert without the flightEngineers and customers get an expert on the work from wherever that expert already is.Unisys

Whitepapers

  1. 01Self-service that still has an expert behind itWhen technicians and customers can see the work with someone who knows it — without waiting for a dispatch.

Bring a caller from your queue.

We will run the live session with you and leave what solved it in a Help Thread.

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