How Brinks Home™ Transformed Customer Support With TechSee

Troubleshooting complex system issues over the phone posed significant challenges for Brinks Home, a leader in the smart home security industry. Relying solely on verbal descriptions made it difficult for support agents to diagnose and resolve problems effectively. When issues couldn’t be resolved over the phone, customers had to wait for a technician to visit their home or business, leading to increased costs and delays in resolution.

The Visual Intelligence Difference

By integrating TechSee’s visual engagement platform, Brinks Home has significantly enhanced its customer support process. This innovative solution allows support agents and virtual technicians to provide real-time visual guidance, making it easier for customers to tackle complex tasks like panel swaps or product installation. With clear, step-by-step visual instructions, customers can now resolve issues more independently, reducing the need for additional technician visits and ensuring a smoother, more efficient experience. The results were remarkable. Brinks Home achieved a 13 point increase in Customer Satisfaction Score, 15% improvement in issue resolution rate, and a strong 30 point increase in Net Promoter Score (NPS). These metrics reflect significant improvements in customer experience and operational efficiency, directly attributable to TechSee’s visual engagement capabilities.