How to Improve Customer Service with a Tech-Driven Approach

Fifty-four percent of customers say most businesses treat customer service as an afterthought. Give them one bad support experience and 61 percent will turn to a competitor.

It's time for businesses to rethink their support models, and visual support tech can help. With app-free video software and augmented reality (AR) tools, companies can deliver quality customer support that keeps customers coming back. Here, I'll show you how.

Empathy can make the difference between a smooth and frustrating customer support experience. But audio calls don't leave much room for that.

Here's an example: Let's say that I'm calling a support line about my smart TV; maybe the sound isn't coming through my connected speakers. On a standard audio call, the agent listens as I describe my problem. But maybe I'm not using the right words to explain things, or the agent isn't picking up on key details. I wind up repeating myself, they restate the same questions, and we both grow frustrated.

Face-to-face communication heightens the kind of brain activity that supports healthy social interactions. And that's exactly what visual support tech enables. Video software creates what I call visual empathy, a connection between customers and agents that fosters patience and collaboration. The result is a frictionless support experience that makes your company stand out.

Speed Up Problem-Solving with AR and App-Free Video

Long calls, a fixture in audio-based support, translate to a negative support experience that drives customers away. But with app-free video and AR tools, agents can solve issues faster.

Going back to my smart TV example, imagine a support experience where I video-call an agent from my smartphone with a quick QR code scan. Because there's no app download, registration, or log-in, I start off with a frictionless experience. And instead of engaging in the usual back-and-forth, the agent can see my TV via my smartphone camera. After plugging in my device specs, she might ask me to show my HDMI ports. Then, she can use AR markup tools to circle the correct speaker port, plus the right menu on my TV screen to double-check the connection.

Compare that experience to the typical audio call. In my smart TV scenario, the call grows longer each time I restate the problem or the agent repeats a question. What's more, the troubleshooting stage can also drag on. Without eyes on the problem, the agent can't easily confirm whether I've correctly done certain troubleshooting steps. The impact is more back-and-forth that lengthens my call.

App-free video and AR tools speed up the problem-solving process. The benefit is that customers get more time back in their day and they'll likely use your company again for its efficient support experience.

Pandemic-era call loads are higher than ever, and they look set to continue rising. In a period of high call volumes, many companies opt to use automated tools (e.g, chatbots or self-service rerouting) to satisfy customers' needs. Arguably worse, some might keep customers waiting for extended periods to reach an agent.

But there's a problem: 88 percent of customers want to speak to a real person, and they want to reach one fast. If they can't get efficient support, they'll find a company that can more quickly meet their needs.

It's clear that agents have more customers on the line than they can quickly reach. As a result, the overall quality of service is suffering. One way to manage high call loads is with app-free visual support tech. With video software and AR markup tools, agents can speed through their queues. Then, they can use their time savings to reach more customers while delivering a satisfying experience that improves long-term loyalty.

Don't Just Talk about Customer Service, Invest in It

Seventy-three percent of business leaders know that customer support is directly linked to their business performance. But less than half have a long-term plan for their service model.

It's time to invest in the future of your customer support, and the right tech can help. With app-free visual support software and AR tools, agents can deliver high-quality service that meets customers' needs.

Rama Sreenivasan is co-founder and CEO of Blitzz, a live, remote video support and inspection platform provider.