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News : Costa Express Taps SightCall As Visual Support Platform for Partner Helpline
London, UK, Jan 16, 2020 -- Costa Express and SightCall, an AR-powered visual support technology, have united to enhance Costa Express’s partner support helpline with the addition of live visual support. Supporting coffee machines in the market, SightCall’s video cloud platform enables Costa Express technical advisors to troubleshoot issues without the need to dispatch a technician onsite, providing immediate remote guidance through live video with Augmented Reality and Artificial Intelligence insights.
SightCall is a cloud-based video platform for enterprises that enables secure visual support sessions between two parties in different locations. A Costa Express technical advisor can connect with a partner at a remote site to view the coffee machine, identify the any issues and provide remote guidance to resolve the problem through annotations and augmented reality on the partner’s screen.
"Costa Express is committed to providing excellent support to our growing network of partners, and this includes digitally transforming the way we serve our sites around the UK," stated Elizabeth Allanson, Transformation Leader at Costa Express. "Adding SightCall to our Customer Helpline has enabled our technical advisors to assist partners and sites more efficiently. By connecting to our partners and sites through live video, our advisors have a clear view of the problems that they need to resolve and are able to resolve issues with clarity and confidence, reducing machine downtime and decreasing the risk of lost sales. SightCall makes it possible for us to solve more issues remotely, increasing the satisfaction of our partners and their customers."
"As Costa Express continues to deploy more high-tech, self-service machines to the field, SightCall enables them to scale the support capabilities of their technical advisors," stated Richard Forsyth, Sales Director UK at SightCall. "When a partner calls into the technical helpline, they can trust that an advisor will be able to identify the issue that they are facing and provide a personalised level of support, quickly and effectively. In trials, 84% of Costa Express partners rated their SightCall experience as very good. SightCall is proud to partner with Costa Express to provide faster service, improve peer-to-peer communication and increase customer satisfaction."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Workforce Management Solutions
SightCall is a global video cloud platform with a decade of experience enabling visual support interactions for enterprises in over 90 countries around the world. Enhanced by Augmented Reality (AR) and Artificial Intelligence (AI), the visual support technology digitally transforms service organizations, notably improving first time fix rates, decreasing truck rolls and increasing NPS. SightCall is headquartered in San Francisco with offices in NYC, Boston, Paris, London, Frankfurt and Singapore.
Published: Friday, January 17, 2020
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