See What the Customer Sees
Learning Objectives
After completing this unit, you’ll be able to:
- List the benefits of Visual Remote Assistant.
- Describe how a technician or agent uses Visual Remote Assistant.
Meet the Ursa Major Solar Team
Ursa Major Solar is an innovative solar company in the American Southwest. It sells individual solar products and complete solar power systems. It uses Field Service to manage the field service team that installs and repairs solar systems. Let’s meet a few members of the team working to improve the field service journey for its customers.
- CEO and cofounder Sita Nagappan-Alvarez. She makes key decisions about software purchases. She’s always on the lookout for ways to improve customer service while keeping her employees happy.
- Salesforce admin Maria Jimenez. She’s the go-to person for setting up and maintaining Salesforce and Field Service. If you have a question about Salesforce, Maria has the answer.
- Customer support agent Ada Balewa. She takes customer calls and solves their problems. Sometimes she refers customers to technicians, and sometimes she solves their problems herself.
- Field Service technician James Clifton. He fixes customers’ solar products. James works with all Ursa Major Solar’s products, and he’s happy to bring sunshine to its customers.
Make Service Easier and Safer for Customers
Sita keeps Ursa Major Solar at the forefront of the industry by making sure she knows what her customers want and what they don’t. These days, customers don’t want to have service technicians in their homes as often. While they’re happy with the service provided by technicians like Ada and James, they’d like to have Ursa Major help them perform simple jobs themselves.
Having agents or technicians investigate problems in customers’ homes without going inside seems like an unsolvable problem. Then Sita discovers Visual Remote Assistant. Visual Remote Assistant lets a contact center agent or remote technician see what the customer sees via video session. Now Ursa Major can provide the same exceptional service without being in the customer’s house using real-time visual support. A quick wave of a customer’s mobile device shows the agent or technician which product is installed, the settings it’s currently using, and more.
Visual Remote Assistant ties into Ursa Major’s existing Field Service product, so remote technicians can easily see customer information. Details like product type, installation date, and previous visits to the customer’s home are easy to access. Technicians don’t waste time asking questions they’ve asked before and save time for the customer and Ursa Major. Even better, customer problems are often resolved in the first call, without the customer having to schedule a service call and wait for a technician.
What they see varies depending on how it’s set up in their org, but here’s what an Ursa Major agent or technician sees during a call.
- Call (1)—What the customer sees during the Visual Remote Assistant session.
- Customer information (2)—The agent or technician’s page shows customer contact information, the installed assets, past work orders for this customer, and more.
- Visual Remote Assistant pane (3)—Where an agent or technician starts Visual Remote Assistant, allowing them to see what the customer sees and guide them to resolve their issue.
Visual Remote Assistant in Action
Let’s say that Ada Balewa is on the phone with a customer named Violet Winkle. Violet is having trouble with a leaky solar hot water heater. Ursa Major has been called out before about this leaky hot water heater, so Ada quickly reads the notes in the work order on that visit. Ada suspects a loose pipe fitting, but she has to see the hot water heater to be sure.
She suggests that they transition to a video call so she can see what’s going on with Violet’s hot water heater. Violet agrees and Ada uses Visual Remote Assistant to send a text to Violet. Violet taps the link and it sends her to a web page in her mobile browser. She approves the terms and conditions and allows Visual Remote Assistant to access her phone’s camera for the duration of the call. Now Ada can see everything that Violet sees.
Ada asks Violet to point her phone at the leak and follow it back. She quickly spots the problem. It’s a leaking pipe fitting, just like she thought. When she tries to explain its location, Violet doesn’t understand, so Ada draws a big red arrow on her screen. Because Visual Remote Assistant uses augmented reality, the arrow shows up on Violet’s phone screen too. Now they can both see where the problem is.
Ada tells Violet to turn the fitting to the right to tighten it. After Violet does, she wipes off the pipe with a towel and checks that it’s no longer leaking. Problem solved! Violet takes a picture of the fixed pipe and it’s added to her user record so the next time she calls, Ursa Major will have that history.
Visual Remote Assistant allows Ursa Major to resolve issues the first time around. If more help is needed, agents or technicians can add a subject matter expert to the session.
If they can’t solve the problem right away, the agent or technician can figure out the next steps. Next steps include things like ordering parts, walking the customer through installing the new parts, or scheduling an onsite service call.
Let’s watch a company resolving a customer problem using Visual Remote Assistant.
Sita understands the value that Visual Remote Assistant can bring to Ursa Major Solar. She’s happy to see that it allows Ursa Major a way to deliver exceptional service from anywhere. Then the team can give the customer real-time visual feedback to diagnose and even fix problems without going onsite. She’s excited to use Visual Remote Assistant at Ursa Major.
