Smart Home Support: A Visual Transformation
Driving clarity, speed, and satisfaction through a shared visual experience
One of the world’s largest technology brands offers a very popular line of
smart home hardware products and digital services. However, their
contact center faced a significant communications challenge. Both
customers and contact center agents struggled to articulate their issues
or instructions.
Their service organization was using the state-of-the-art in voice and chat
communications. But somehow, they frequently ended up engaging in
“guessing games” due to their communication barriers. This resulted in
exceptionally lengthy resolution times, negatively impacting their
customer satisfaction
Visual Difference with TechSee
This technology innovator quickly identified their core challenge: a visual gap. Service and product leaders integrated TechSee’s Sophie AI platform, beginning with Sophie Live, to close this visual gap. Sophie Live provided agents and customers with a shared, real-time view of the customer issue. This included:
- Real-Time Visual Service: With just one click (no app download required) customers shared a live visual feed via their smartphones, allowing remote agents to see what the customer was seeing
- Mobile Mirroring: Customers can easily share their smartphone screen with remote agents, enabling them to view the customer’s smart home app and WiFi settings.
- Visual Guidance: Agents used the integrated augmented reality feature to guide customers to complete resolution visually.
Sophie AI transformed support operations, empowering remote agents to help customers resolve even the most complex smart home issues with unprecedented clarity and speed. Support calls became more efficient, and most issues were resolved on the initial contact. This streamlined process led to a significantly improved customer experience, a sizable reduction in support overhead, and a notable increase in customer satisfaction.
50%
Decrease in Handle Times
5%
Increase in FCR
20%
Increase in CSAT
