As the world continues to get a handle on the global COVID-19 (coronavirus) pandemic, the sudden shift to social distancing has resulted in new challenges that are especially acute for brick-and-mortar based businesses, field service teams, and IT support.
Businesses are struggling to maintain a high level of customer service while managing the safety of their customers and employees. How can you resolve issues with physical equipment and environments in the new socially distanced reality?
Despite the challenges ahead, you can find your footing. Visual engagement technology, like Rescue Live Lens instant camera sharing, has emerged as a truly helpful, fast, and effective way to bridge the distance gap.
So that’s how it works, but what does it let you do?
If you have a physical location where customers bring in products to be evaluated, or if you send agents into customers’ homes for things like equipment installations, repairs, or even validation for insurance or warranty claims, you no longer want to risk the safety of your customers or employees.
Your business may be customer-centric, but your employees are the backbone of your organization. Even if you were leaning toward remote work, now all employees have been thrust into working from home full time with home workstations running various wi-fi routers, printers, headsets, and other equipment. Internal IT now has to be the jack of all trades to help figure all of this out.
Instant camera sharing lets IT teams work shoulder-to-shoulder with remote employees.
As customers continue to flock to digital and entire workforces work from home in our new socially distanced reality, it will be critical to take an agile approach to your customer and employee engagement strategy, adjusting in real-time to their changing needs.
In doing so, a new normal will be created. New trends are already emerging, and new processes are being put into place that will shift customer and employee expectations. Will you be ready to continue to support devices and environments remotely moving forward?
We dig deeper into this topic, show a quick demo of Live Lens, and answer some questions in our webinar: See What Your Customer Sees: Visual Remote Customer Service and IT Support in the Age of Social Distancing. Watch on-demand to learn more.
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