Iris Industry Insights: Telco

The telecom industry is certainly well known for having regular issues with infrastructure maintenance and customer support and service. We can sympathize, as it isn’t an easy feat being the backbone of our connected lives. On top of their emergency repairs and scheduled maintenance, these companies receive high volumes of complaints to their support-centers on a daily basis. To combat this issue, major US Telco, Verizon, has introduced a breakthrough customer service innovation – Live Video Support.

Verizon’s new initiative is based on providing their customer support agents with a video support capability. This enables customer representatives to guide customers to self-serve and fix issues using mobile live video technology. Solutions like this, not only empower customers and increase customer satisfaction by helping to resolve their issues quickly but it also dramatically reduces the operational costs associated with sending technicians out in the field to personally inspect and fix those issues.

The use of live video communication over voice or text only interactions, not only reduces the time required for agents to diagnose problems, but it also enables customer issues to be resolved instantly, boosting the organization’s first-time fix rate. In addition to cutting costs, Verizon demonstrates how great customer service experiences can be, turning what was historically a negative experience, into a positive one.

Delivery in full on-time (first-time fix rate) is an important customer service KPI for any Field Service organization, and here we can see from Verizon’s case that minor technical problems can be resolved first-time around, with the help of live video assistance. And when a major industry player introduces something as groundbreaking as this, it doesn’t take long for their competitors to take notice and follow suit…

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