Field service teams already using AIRe Link know how easy it is to provide quick, cost-effective remote visual support services to their customers. But did you also know, you can leverage the data AIRe Link collects to your advantage? Continue reading to find out how you and your managers can use this data to review the performance of your team, see the effectiveness of remote visual support, understand customer satisfaction levels and more.
Discover how to boost team performance through data insights
While your team are busy conducting support sessions with customers, AIRe Link collects useful data so managers can see how well their team is performing. Data collection is strictly related to support sessions and does not include personal information stored on your or your customer’s devices. Managers can review this data right from their dashboard. So, what can you track with AIRe Link?
AIRe Link tracks support sessions so you can make informed decisions
AIRe Link tracks the time your team spends in support sessions providing you valuable metrics within the dashboard. The following metrics are available and can be used to help you understand various aspects of your team’s effectiveness:
- Total number of calls: Shows you how many support sessions your team have conducted through AIRe Link. By comparing this figure to the total number of customer issues faced, you can understand how often remote visual support is used by your team and how valuable the solution is to your customers.
- Total number of calls per issue: By reviewing this metric, managers can identify how often multiple calls are required to resolve a single customer issue. For example, should one customer issue require four calls to resolve, this metric will reflect that number. This is essential for distinguishing between issues that need multiple calls from those resolved in a single call. With this insight, you can identify workflows that could use improvements or problems where time should be invested to brainstorm a remote resolution so your team can resolve them within one single support session, rather than multiple calls.
- Total duration of all calls: This metric shows the total time your team has spent in remote support sessions. You can compare this figure to the total hours your team has worked to get a clear insight into how often remote video support is being used as the default resolution tool.
- Average call duration: Shows you how long the average support session takes. This metric can be used to gain valuable insight into the availability of support agents. By knowing the average duration support sessions take, managers can better predict when technicians will be available for new requests and how many remote requests can be handled daily. This way you can plan each day with confidence knowing you have enough resources allocated.
By analysing these metrics, you and your managers can see the true value remote visual support AIRe Link brings to your team. Understanding its effectiveness is the best way to make data-driven decisions to optimize workflows so more can be done remotely avoiding unnecessary on-site visits.
Monitor customer satisfaction effortlessly
Instead of sending your customers emails requesting feedback on support sessions, let AIRe Link automatically collect satisfaction data after each session. At the end of each support session, customers are prompted to rate if they are satisfied with the service received. This data is displayed within your dashboard showing the number of responses provided and satisfaction levels as a percentage based on feedback collected. It’s a good idea to encourage customers to fill out the feedback request so you can collect the most accurate data.
By analysing this data, you can confirm if your customers are welcoming of a remote approach. Based on this data you can focus more on delivering remote support as a viable and preferred service. These metrics also help you understand what your customers prefer, rapid remote solutions or scheduling in-person visits. This helps you decide if it’s worth spending time identifying problems your team can resolve remotely, knowing your customers like the remote approach to getting assistance.
Understand how each assistant is performing
Within the dashboard, managers can view the performance of each assistant within their team using AIRe Link. You can see the number of support sessions each assistant has conducted and how many of these resulted in a positive resolution. This data can be used to identify your top performers so their hard work can be recognized and to also pinpoint employees who may need additional training. You could even leverage the expertise of your top performers to train those who are struggling, further improving your team’s overall effectiveness and driving an atmosphere that incentivises teamwork.
Identify common unresolved issues to improve workflows
Just as your customers are prompted to rate their support sessions, your technicians are also requested to provide feedback. At the end of each session, AIRe Link prompts your technician to mark the issue as resolved or unresolved. For unresolved issues, technicians can provide reasons such as “I need to escalate to another support level” or “I need to plan an onsite visit”. It’s recommended to encourage your team to specify why an issue could not be resolved and to name the issue at hand.
From the dashboard, managers can view how many issues were successfully resolved through AIRe Link and most importantly, how many could not be resolved including what the most common reasons are. By analysing this data, you and your managers can easily identify the most frequent reasons as to why remote solutions are not possible.
With this data, you can brainstorm ways to adjust workflows or introduce additional training to ensure these common unresolved issues can be resolved remotely in the future. With this approach you further reduce the need for on-site visits in the future, cut operating costs, and ensure your customers always receive rapid remote fixes regardless of how complex their issue is.
Discover where your customers are based
AIRe Link collects location data from where your customers are when they connect to remote support sessions. This information can be used to identify the countries and regions your team supports the most. With this data, you can tailor support sessions to better meet the needs of customers in specific regions. For example, you can customize workflows, adjust the language used by your technicians, and develop region-specific training materials. Understanding the geographical distribution of your customers enables you to provide more effective and personalized support, enhancing customer satisfaction levels and boosting operational efficiency.
Understand how AIRe Link makes your approach to service eco-friendly
AIRe Link not only helps you identify where your customers are based but also provides insights into time savings and the environmental impact of using remote visual support. After each support session, AIRe Link estimates the amount of time and CO2 emissions saved by avoiding an on-site visit. By using AIRe Link, you actively participate in green initiatives and can see the positive impact each saved trip has on the planet.
Data reviews with AIRe Link have never been so simple
Review data from specific time periods
The dashboard allows you to view data over specific time periods. For example, to see data for the current week, last week, last month, the previous six months, the entire year, or the last year. This flexibility lets you easily compare data across different periods, helping you track improvements and monitor the increase in remote video support usage over time. By analysing this data, you can see the real impact of AIRe Link on your team’s performance and customer satisfaction.
Data visualization as bar graphs
The AIRe Link dashboard also presents data in visually appealing bar graphs, enabling managers to quickly review their team’s performance and customer satisfaction levels at a single glance, eliminating the need to manually compare data between different weeks.
You can adjust time frames to view data across various time periods. For example, viewing data over the last 90 days shows weekly bar graphs while viewing over the previous 12 months shows monthly bar graphs. This way you can efficiently review data to help you quickly understand your team’s effectiveness, customer satisfaction levels and more over the selected time-period.
Need to share data?
AIRe Link makes it easy for managers to share their dashboard data externally to non-AIRe Link users. Simply create a data export.
- Select “Exports” from the side navigation menu.
- Click the “Create Exports” button in the top right-hand corner.
- Enter a name for your export and select the type of data you wish to export: Sessions, Accounts, Referrals, Calls.
- Now select the time frame you wish to export data from.
- Then simply click “Create and Run”
- The export will then be saved to your “Exports” section within AIRe Link.
- Simply click the export you just created, select the file format you require: CSV, XLS or JSON
- Then click the download button.
- Congratulations, your export has now been downloaded and can be shared externally.
The data will be exported into an easy-to-read format ready to be shared with shareholders, investors, managers or others in your business to keep them informed as to how your support teams are performing.
Transform your support strategies with data-driven decisions
AIRe Link not only streamlines support services enabling your team to avoid on-site visits by tackling requests remotely, but it also provides managers valuable insights into their team performance and customer satisfaction levels. It’s never been easier to evaluate if remote visual support is the right choice for your team.
You and your managers are empowered to make data-driven decisions to develop effective strategies, improve existing workflows or create new ones. AIRe Link is there to help you enhance the efficiency and effectiveness of your team so you can adapt your approach based on real data to deliver your customers the highest quality support services possible. Want to see how AIRe Link can impact your support team? Get started with our 30-Day free trial today!
