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News : TechSee Releases Results of Study on Visual Assistance's Impact on Customer Service KPIs

#contactcenterworld, @techsee_me

New York, NY, USA, June 11, 2019 -- TechSee, a global provider in Visual Customer Assistance powered by AI and augmented reality, released the results of an extensive data analysis it conducted to explore the impact of its technology on contact center and customer service KPIs.

The report, which analyzed data from more than 70 clients, 220 contact centers 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.

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

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 center 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 smart phone 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 centers and consumers alike, the technology streamlines the customer service process, enabling fast, effective problem diagnosis and resolution.

#contactcenterworld, @techsee_me

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About TechSee:
Company LogoTechSee is a SaaS providing Visual customer support for call centers.
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Today's Tip of the Day - Maintaining Customer Notes

Read today's tip or listen to it on podcast.

Published: Monday, June 17, 2019

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2021 Buyers Guide Translation Services

 
1.) 
OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

*T...
(read more)

2.) 
Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.
 

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