A large number of calls into telecom companies are about the devices that customers are using. It could be their phone, but it is often about devices that are used less often and generally not understood very well by the customer. Calls about malfunctioning modems, routers, switches, and signal boosters are all common and can be difficult for the customer service team to handle.

Why Visual Support is the Key to Efficient Telco Troubleshooting

First, there is such a wide array of devices that may have been used and the customer is unlikely to recognize exactly which type of router, or which model number, they are using. It can often be a challenge just figuring out which devices are being questioned.

Of course, this is essential. The agent cannot start diagnosing the problem until they know which equipment is malfunctioning.

Enhancing Telecom Customer Satisfaction with Visual Support Tools

Even when the version numbers have been established, it can be hard to describe a situation where a device may be reporting error codes or the error reporting may depend on a flashing light or other visual signal.

It’s not easy for the customer to accurately describe the situation when they are not an expert in telco devices or networks. Yet most customer technical support relies on the customer making a phone call and trying to describe the situation before troubleshooting all their devices with an agent on the phone doing their best.

Cutting Costs and Improving Service: The Power of Video in Customer Support

Often the simplest solution for these situations is replacing the equipment. The telco will send an engineer out to swap out the old equipment with new devices – even if the old equipment just needed someone to push the reset button or to resolve a basic error. This is expensive and wastes time and resources – plus it leaves the customer without a network as they wait for the problem to be resolved.

Reducing Equipment Replacements with Video-Assisted Telco Support

A far better solution is where the technical support can take on a more visual dimension. If the agent can see what the customer is seeing, so they can immediately identify the equipment in question and any error messages or signals, then they can usually guide the customer to a solution very quickly.

The Future of Telco Customer Service: Visual Troubleshooting

In this case, if the equipment has to be replaced then it will only be when the equipment genuinely has to be replaced – all basic errors and problems will have been eliminated because the support agent can see and interact with the customer and the faulty devices.

How Video Support Can Transform Telecom Customer Service

Visual support using video not only improves the customer experience, it can dramatically reduce the need to replace expensive equipment that is not faulty – just misunderstood by the customer. That’s an immediate saving and an immediate boost to service levels and customer satisfaction.

What you think about more visual solutions for telco customer service?

Follow the Grypp LinkedIn page here for regular updates on how video can transform the customer experience. Our website features more examples and case studies here.

Author: Dianne McCoubrey, VP of Sales – Grypp