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Is your service at risk? Four serious challenges teams face in the current service landscape 

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While each will face their own unique challenges, service teams across the globe often encounter the same challenges regardless of the industry they operate. We’re going to explore some of the biggest challenges services teams may encounter and suggest useful techniques on how to overcome them using remote visual support as the solution. 

1) Support customers with resource limitations

A common challenge service teams may encounter for a number of reasons, often catching them off guard are resource limitations. Resource limitations can occur for several reasons such as employees calling in sick, a sudden surge in support requests, vehicle or equipment breakdowns, with the list going on endlessly.  

Regardless of the reason, not having the staff, tools or equipment to meet customer demands especially during high volume periods hinders your delivery times leading to increase customer frustration potentially damaging your reputation. 

Remotely screen support requests to start prioritizing your callouts!

The remote diagnoses first approach is the perfect solutions to counteract resource limitations. With this approach your team screens all support requests to identify simple problems they can resolve remotely. No longer are valuable vehicles, tools and engineers sent on-site to find out the problem could have been resolved remotely. Your most valuable resources are only dispatched when essential! 

Connect with customers, see what they see and resolve their issues remotely. When using AIRe Link, any media such as images and videos created during the diagnoses stage are saved. It is recommended to pass this media onto the attending engineer before an on-site visit. Now, your engineer arrives on-site aware of the problem, with the correct equipment to complete the job and a solution already in mind. 

Your customers are sure to be satisfied with faster response times and remote solutions delivered then and there on the first call. Don’t let limited resources hinder your team. Explore other time and cost saving techniques AIRe Link enables. 

Technician using AIRe Link remote visual support on a laptop

2) Language and cultural barriers

Numerous service teams operate in the global market serving clients based across the world in various countries and regions. It’s no surprise on occasion language barriers will arise when delivering support services. The inability to communicate with customers effectively due to these barriers can turn a routine support request into a frustrating experience for all parties involved.  

Incorporate non-verbal communication

One approach to overcoming language and cultural barriers is to incorporate non-verbal communication methods into your resolution processes. Solutions like AIRe Link, designed to facilitate remote support, also come equipped with tools that can be used to communicate non-verbally. 

Tools such as the live pointer work great to point out specific components while on-screen drawing can be used to add instructions such as the direction to turn. Snapshots can be taken of the customers camera and annotated to add additional information then displayed on the customers screen so they can effortlessly follow your instructions without the confusion of a language barrier. Explore more of AIRe Link’s features to see what other benefits your team can take advantage of. 

3) Technician’s facing burnout

Burnout is a term any hard-working service team is familiar with. Technicians constantly travelling between customer locations to deliver in-person solutions are most prone to burnout. The constant pressure to arrive on time, meet deadlines, handle upset customers all while navigating through traffic adds to the exhaustion technicians experience. Burnout becomes even more likely if technicians find their work-life balance disrupted having to sacrifice their personal time to work extra hours due to traffic delays. 

Incorporate the use of remote support sessions

Incorporating remote support sessions into your service team’s workflow is a great way to reduce the risk of technician burnout. By using the above-mentioned remote diagnoses first approach your technicians can now incorporate remote support sessions into their daily workflow. Have technicians take it in turn to screen support requests, resolve those that can addressed remotely and attend on-site visits to deliver in-person solutions. This way the stress of travelling between customer locations is something your technicians won’t face constantly on a daily basis. 

AIRe Link is there to alleviate the stress of having to travel and rush around so technicians can meet their goals. Remote support sessions aid in improving employee mental health and reducing stress while customers experience the same or higher levels of services but remotely.”Martin McLean, Project Lead, Konica Minolta 

Martin McClean awarded Service Hero of the Year

4) Time for technician training is limited

From time to time your technicians will encounter customers who have problems or questions they don’t have the knowhow to resolve. These situations can present an awkward interaction where the technician scrambles to find the answer or a more experienced co-worker to take over the session. On the other hand, finding time for technician training on new topics or to simply refresh their knowledge on existing procedures can be challenging especially with busy work schedules. 

Knowledge Bases are the perfect solution

Within AIRe Link, support teams can create their own Knowledge Base articles which work perfect to avoid awkward customer interactions. It’s recommended to create articles outlining the most common problems your customers face, common questions they ask along with a fail proof resolution guide technicians can follow equipped with images and videos for further assistance. 

Now when your technicians are stuck, unsure how to resolve a customer’s issue, they can quickly find the correct Knowledge Base article and follow it to guide the customer through a resolution process. Even when the technician doesn’t know the answer, your customer still receives the same high-quality fix, while your technician learns on the job so next time the issue presents itself, they can resolve from memory. 

Standard escalation procedures are highly recommended

Having a standard procedure in place for escalating customer issues to more experienced technicians is one way to ensure customers don’t wait around for technicians to “figure it out”. Right away they are directed to someone with the knowhow who can resolve the issue. 

AIRe Link offers a unique feature Group Sessions. Group Sessions can be used to effortlessly escalate customer issues without terminating the current call. Best of all, as AIRe Link Group Sessions don’t terminate the current call, the less experienced technician is able sit-in and observe their co-worker therefore learns on the job how to undertake the specific repair. 

Overcome service challenges your team faces! Harness the power of AIRe Link for free

Now we’ve explored challenges service teams encounter and demonstrated how remote visual support can effectively address them. It’s your turn to experience it firsthand. Take full advantage of AIRe Link’s free 30-day trial to witness our solution in action and discover the other amazing benefits it offers your team. Still unsure if AIRe Link is the solution for your challenges? Don’t hesitate to get in touch with our team today. We’re happy to discuss ways you can incorporate remote support into workflows to optimize benefits your team experiences. 

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