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.
Improve Phone Fix Rate
Enable agents to solve problems over the phone, reducing costs and eliminating an unnecessary dispatch to a customer location.
Increase Customer Satisfaction
Use of a proven technology to reduce costs and solve problems quickly helps reduce friction with important customers.
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.
External
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.
External
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.
External
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.
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.
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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Additional Resources
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