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Hero - Call Centers

Call Centers

Fast And Efficient
Support For
Customer Success

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Call center teams across the globe rely on Help Lightning to support and train their agents while delivering amazing customer support. Across all industries we serve, over 200 companies and 60,000 users across 90 countries rely upon Help Lightning to effectively collaborate, solve problems and maintain their critical equipment uptime.

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Improve Phone Fix Rate

Enable agents to solve problems over the phone, reducing costs and eliminating an unnecessary dispatch to a customer location. 

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Increase Customer Satisfaction

Use of a proven technology to reduce costs and solve problems quickly helps reduce friction with important customers.

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Improve Onboarding & Training

Apply the experience of experts to support training and onboarding of agents whether they work locally or remotely.

Call Center Use Cases

Our AR-enabled, remote assistance software supports a wide variety of call center use cases.

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Dynamic Customer Support

The Problem: Customer service expectations have evolved alongside new and innovative technologies. Customers expect immediate attention, and they want quick answers with fast resolution.

Remote visual assistance technology helps customer support professionals provide customers with very specific guidance. Using a shared screen, technicians show customers how to resolve their problems.

If the issue cannot be resolved, remote virtual assistance technology provides a complete picture of the customer’s needs. It allows onsite technicians to fix the problem the first time.

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Real-Time Troubleshooting

The Problem: The reality of most projects? A range of problems and issues arise on every job site almost every day. For example, these include safety hazards, mistakes, miscommunication, incomplete work that holds up subcontractors, equipment failures, and so much more. Each problem typically requires costly job site visits from a range of project stakeholders and specialists. These can result in project delays.

Troubleshooting is one of the most common remote assistance software use cases. It becomes vastly more efficient and cost-effective when using a remote technology. As soon as the problem is identified, the appropriate expert can be virtually onsite to help troubleshoot.

A shared video screen facilitates collaboration. Also, this allows the person who is not physically present to provide specific troubleshooting instructions. This is supported using merged reality and 3D annotation as if they were onsite.

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Guiding Remote Care For Patients and Caregivers

The Problem: Getting patients into a medical office for follow-ups to provide care and answer questions can be difficult. This is true for the patient and time-consuming for the medical provider.

Remote virtual assistance software enables high-touch patient care in a virtual setting. Medical professionals have the ability to engage patients and caregivers to ensure care is being properly executed.

This ensures that at-home medical devices are being used appropriately.

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Internal

Agent Training & Onboarding

The Problem: The most effective way for call center agents to learn their jobs is to apprentice with an experienced colleague. Unfortunately, training capabilities of many companies have been stretched thin in recent years. This is due to a substantial number of skilled & experienced agents retiring.

Remote visual assistance technology allows mentors and trainees to merge their environments, meaning that training can happen from anywhere.

This ensures that a skilled employee can be virtually present to guide new technicians on critical skills.

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Case Studies

What Some of Our Customers Are Saying

“We are able to see the problem and diagnose it before sending an engineer. With Help Lightning, we can pinpoint problems and the parts needed. The more prepared they are, the better for us and for our customers.”

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Trusted Around the World

American Express
Boston Scientific
Philips
Ricoh
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Explore the
Help Lightning Platform

See how our AR-enabled technology provides
everyday value to you and your customers.

Demo

Request a product demonstration from one of our experts.

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Try for free for 14 days, no credit card required.

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Additional Resources
call center best practices

October 26, 2021

3 Call Center Best Practices To Follow

When it comes to reducing customer churn, improving CSAT scores, and encouraging repeat purchases from your best clients, abiding by these call center best practices are key. This is because, though there are multiple stages…

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solving-end-user-reluctance-to-new-technology

April 29, 2021

Solving End User Reluctance To New Technology

Inside this guide, you’ll find helpful information and highly practical suggestions for solving end user reluctance to new technology.

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April 23, 2020

Birmingham company allows you to operate remotely

The COVID-19 global pandemic has forced companies to implement social distancing, telework, and keep operating despite bans on travel and of groups over ten. One Birmingham firm is helping businesses operating in this challenging online…

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