How a Leader in Grilling Boosted Satisfaction

As a leader in outdoor grilling, this well-known brand built its reputation on product innovation and its brand on a quality grilling experience. However,their expanding product line was growing increasingly complex. These new,state-of-the-art grills created a growing customer support challenge.

Relying on traditional phone support often led to frustrating conversations,with customers struggling to describe unfamiliar technical issues, such asgas connections or WiFi connectivity. This inefficient process frequently resulted in misdiagnoses and a poor experience before they could even start grilling. Further in the support lifecycle, customers struggled to articulate which specific part of the grill required replacement, with customers growing frustrated after receiving the wrong replacement parts.

The company needed a better way to provide clear, more effective service.

Visual Difference with TechSee

The brand integrated Sophie Live as the first step in their visual transformation journey. This allowed their agents to see exactly what the customer was seeing, closing the visual gap. This results were incredible:

• Smarter Diagnostics: Remote agents were now able to instantly see the customer’s grill, easily identifying issues, such as which parts needed replacement.
• Visual Guidance: The visual connection also allowed remote agents to visually guide customers. Integrated augmented reality tools allowed agents to virtually hold the customer’s hand, to show them the solution.
• Deliver a Seamless Experience: This entire experience was seamlessly integrated into the agent’s dashboard and required the remote customer to simply click a link in a text message (no app download required). Removing friction boosted adoption and improved the overall experience for all involved.

This visual approach has transformed the company’s support operations, empowering agents to deliver an expert-level experience that perfectly matches the quality of their products.