 |
 |
 |
One Picture Is Worth Thousands in Time
and Money
Published March 2022
Where do most professionals go to for tech support? Usually, the first choice is to find a quick answer on the web. YouTube is one of the most popular sources of answers and has become a platform for everything from cooking instructions to “how to fix things” but quite often it requires a call to customer service for the exact information on a specific product. For an installer stuck in the middle of a project this may seem like the last resort. Leviton has taken tech support to a new level by creating a visual interactive assistant for technical service reps − whether for product installation, troubleshooting or even for operating procedures.
This new tool, called Salesforce Visual Remote Assistant, was developed as an option for Leviton Technical Service representatives to better understand and resolve calls from the field. This software tool establishes a secure video connection from the customer’s mobile device directly to the technical rep to enable visual, real-time troubleshooting, on the specific product installation.
Instant Results
When installing a new product, sometimes it can take an inordinate amount of time to read the detailed specifications and technical manuals, especially with all of the new “smart” gadgets. “The goal of the visual remote assistance tool is to take the stress out of the installation process while reducing the time,” states Brian Avery, Leviton’s senior manager, technical services. “Why do your own research when there is a team waiting to help you?” he adds. |
The Salesforce Visual Remote Assistant is based on an easy method to instantly connect the customer directly to the appropriate Leviton technical expert, so that he can see the issue, guide the customer through the steps and quickly resolve the issue. Once the concern is identified, the customer simply calls the Leviton service rep and is given a secure web link which immediately connects them and allows the customer to either send photos or live-stream a video to address the issue.
By visually observing the issue, the service representative can understand the customer’s problem and expedite a solution by walking the customer through the answers to their questions. Once the job is successfully completed, the technical service representative can view the results and confirm that the issue has been resolved. |
|
There is no mobile application to download, so the process is rapid and on-the-spot. This also eliminates the need of going on to a website and doing multiple click-throughs or search engines to get results or dealing with an automatic answering service, unless calling outside of the technical service hours. “Our hours coincide with contractor and most distributor working hours – Monday through Friday from 8 a.m. until 10 p.m., Eastern time zone,” states Mark Richards Leviton’s Senior Director, eCommerce & Technical Services. And because we realize that many installers may work on the weekends, we have additional hours of Saturday from 9 a.m. to 7 p.m. and even Sundays from 9 a.m. to 5 p.m.,” he adds.
Leviton Answers the Call
“When our customers talk, we listen; and, like many of our new programs, this new tool was created from customer feedback,” states Avery. “Sometimes it is not always easy to figure out a customer’s issue just through verbal explanations, so we thought it would be nice to have a visual look into the application and any issues,” Avery notes.
Before Leviton unveiled this to the world, it was first vetted through a pilot program. “We launched a pilot program engaging a handful of our technical reps for six to seven weeks. Because the pilot program was so successful, and we received great feedback, we decided to implement this program through the entire technical service department,” Avery further explains. |
|
|
This service applies to every residential, industrial and commercial product with the exception of networking and some commercial lighting controls. Visual communication makes it easy for product recognition, as many times the customer does not have the part numbers handy. And, rather than sending a formal technical request that could include static photos through email and routed to a specific rep, this process provides instant results. This tool is an easy way to capture and share images back and forth. It doesn’t have to be a live feed as the customer might have captured images in their phone before making the call.
“We are always trying to improve the customer experience and make it easy for customers to contact us.,” states Richards. “And due to the increasing number of products we continue to introduce that may involve more than just wiring, such as smart automation products that require an app, or even an associated application, it just made sense to put something in place that would help the customer with visuals, as well,” he adds. |
|
Added benefits
All the calls are categorized by product number, type of product, contact information, type of customer, details of their issue and resolution. A case file is created and includes any provided photos. Once the job is successfully completed, the technical service representative can view the results and confirm that the issue has been resolved. If that customer has to call back, tech support can see the history of their prior interaction and the stored images. This added benefit reduces call backs, saving more time and money.
By capturing this information, it can be shared with quality control and the product managers for continuous product improvement and development. In fact, in many cases, this information aids in providing proper customer warranties. “Having photos helps us immediately address concerns and creates collaboration between product development and tech support,” notes Richards.
This tool has also become a troubleshooting tool. A good example was an incident where a customer wanted to understand the relationship between the occupancy sensors, power packs and how the lights react with different DIP switches. The onsite field rep connected to tech support through the special web link and was able to guide the customer through different scenarios on how lights were reacting as adjustments were being made in real time. “This can save days or even weeks on a job as the visual assistant service could solve issues within minutes,” notes Richards.
“Time is money, especially for contractors,” adds Avery. With evolving electrical products, many of which are “smart” devices, there is a learning curve and contractors tend to shy away from unfamiliar products. Knowing that they can have tech support at their fingertips through live visual engagements results in less down time and creates a trust between customers, distributors and manufacturers. Each Leviton product is backed by the company’s commitment to quality and industry-leading technical support which enhances the customer experience and overall quality of the installation. |
 |
Leviton Mfg.
Company Inc.
201 North Service Rd.
Melville, NY 11747
|
|
|
|
|
