It is not uncommon for companies in the Consumer Durables Industry to lose control of the customers’ experiences during the product ownership cycle after the sale. This is because a customer may interact with many different groups or channels after the sale including Contact Centers, Dealers or Service Centers, Third Party Administrators, Parts Departments, or Field Service partners as part of the relationship with a company. At issue, these groups may act as a series of unconnected departments or individuals. However, customers expect these groups to act as one unified entity.
Connected Customer Experience
This article first appeared in the Jul 25, 2019 edition of Field Service News
This article first appeared in the May 27, 2019 edition of Field Service News
This article is guest post from from Marc Guthrie. He is COO at Help Lightning
It was a Saturday morning early last Summer, and I was on the phone with John. John was at his daughter’s birthday party and had stepped out to help me with a problem with my A/C. John has been providing service on my HVAC equipment for me for more than a dozen years. He’s been here several times and knows all the stuff very well. He had a good idea what the problem was and was trying to walk me through the procedure to fix it. It was going to be a brutally hot weekend, and after 10 minutes of effort John said, “Hang on Marc, I’ve got my truck with me. I’ll head on over and get it done.” Hearing the disappointment in his voice, I told him to wait a minute, “I think I’ve got a way for you to do this and still sing ‘Happy Birthday’”…
How many times have you been in this situation? You have expertise and knowledge that you know will be helpful to someone. Maybe it is something relatively simple, but you just can’t clearly get the information you want across. You may have heard someone on your customer service team trying to solve a problem and are frustrated by the awkward descriptive language they are attempting to use. If you are frustrated, imagine how your customer feels! But what if you could take the knowledge of your company’s experts and place it in the hands of your field service engineers? Or, perhaps, even in the hands of your customers! What if your experts could be the eyes, ears, AND hands of the customer as they are working on an equipment problem? Well, that is exactly what Augmented Reality/Merged Reality (AR/MR) capability allows you to do.
Science Indicates its value:
Every research project performed in this area finds that adding hand gestures and visual cues to verbal communication significantly increase its cognitive power. Enabling the use of nonverbal cues, gestures, and real tools into the process improves overall communication by a factor of 10. On average, we use 2.88 gestures to explain each key point and, when we do, cognition and resolution are increased by 430%. These facts certainly indicate that virtual presence technology will allow you to solve your customer’s problems more effectively. However, perhaps the most impactful scientific fact is this: When people can see your hands, it increases their trust in you by as much as 250%! We all know that building trust with our customers will do more for our business than any other single thing.
Our Intuition feels its value:
Imagine yourself helping a friend assemble the new grill that you had convinced her to purchase. Luckily, you had just put yours together last week, so you had intimate knowledge of the pitfalls. You wouldn’t simply stand with your hands behind your back and attempt to use simple verbal guidance as your stomach begins to growl. Instead, you would reach in and show her: “Look, you need to insert this dial here and turn it this way.” And: “I remember using this special tool on this part like this.” Helping people solve problems using our hands is so intuitively obvious, we never even think about it.
Practice Proves its value:
OK, science indicates to us that virtual presence is valuable and our intuition tells us it is valuable, but what about practical application. What do the numbers tell us? We have been analyzing the results of the usage of this unique capability, and now we know. Using merged reality solves 22% more problems than using simple video with Telestration. You don’t need to be a scientist or a psychologist to understand the massive impact this will have to your business.
…So, I sent John a text message and in 15 seconds we were involved in a powerful AR/MR session in which he guided me through several simple but intricate procedures and both of us were able to have a nice, cool weekend.
If you would like to learn how AR/MR technology fits into your Field Service Organizations’ Knowledge Tool Kit, then please join us for a live webinar hosted by Mize and Help Lightning. During this webinar we will demonstrate the field service applications that companies can utilize to improve technician productivity, reduce resolution times, and boost customer satisfaction. Through case studies, demos, and best practices, we will examine how advanced capabilities in the areas of Knowledge, Spare Parts, and Augmented/Merged Reality can revolutionize customer experience and transform service delivery.
Webinar Topic: Revolutionize Customer Experience and Transform Service Performance through Augmented/Merged Reality
Date & Time: June 27, 2019 at 1 PM EDT/12 PM CDT
Presenters: Michael R. Blumberg, CMO, Mize Inc.
Andrew Thomas, Product Manager, CX and FSM, Mize Inc.
Marc Guthrie, COO, Help Lightning
As special bonus for attending, you will receive a free copy of whitepaper Titled: Benchmark Assessment of the Impact of Knowledge Tools on Service Experience
To learn more and register for our webinar click here
Perhaps the trend that is having the greatest influence on the adoption of AR/VR/MR platforms is not the affordability or stability of the technology but the commitment by today’s leading corporations to embrace Digital Transformation (DX). Rather than utilizing technologies simply to streamline and automate existing business processes and transactions, digital transformation means utilizing technological innovation such AR/VR/MR to change the very way business is conducted, resulting in new business models and cultures.