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How visual assistance impacts customer service KPIs - TechSee

12 Jun 2019
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TechSee released the results of an extensive data analysis it conducted to explore the impact of its technology on contact centre and customer service KPIs.

The report, which analysed data from more than 70 clients, 220 contact centres and help desks and 30,000 agents, found that companies reduced truck rolls/technician dispatches by an average of 19% and cut product returns by an average of 17%.

The report examined data across various stages of Visual Assistance implementation - from initial pilot to full production - and compared it with data collected from control groups. Industries studied included telecom, consumer electronics, utilities, insurance and medical technology.

"For years, organisations have struggled with finding the right balance between KPIs; however, focusing on one KPI often came at the expense of another," said TechSee co-founder Amir Yoffe.

"Visual Assistance is a transformative technology that enhances customer service KPIs across the board. These double-digit improvements are a real game changer for contact centres."

The study results indicate that Visual Assistance technology can serve as a competitive differentiator, delivering faster service, reduced escalations, and improved outcomes.

This has been demonstrated by dramatic improvements across customer experience metrics: enhanced NPS (average increase of 40% and 25 points), higher Customer Effort Score (CES), and better Customer Satisfaction Score (CSAT).

The study also shows dramatic improvements to contact centre efficiency KPIs, including first contact resolution (FCR) rates increased by an average of 22%, average handle time (AHT) lowered by 12%, and fewer instances of call escalation.

The results also indicate that Visual Assistance boosts agent engagement and satisfaction (ESAT) by empowering them with the tools to interact visually with their customers.

Visual Assistance uses screen-based technology that allows agents to see the customer's physical environment via their smartphone camera or by sharing their smartphone screen. Using augmented reality annotations, agents provide visual guidance, helping customers by showing them the exact steps they need to take.

The technology works across a wide range of use cases, from the unboxing, setting up and troubleshooting of devices to onboarding and billing issues, across a variety of industries.

For contact centres and consumers alike, the technology streamlines the customer service process, enabling fast, effective problem diagnosis and resolution.