Remote Visual Support: 5 Core Considerations when Selecting a Solution

Remote visual support — narrowing down the choice

While more than 40 companies now offer ‘see what your customer sees’ solutions, not all are alike. They differ significantly when it comes to their effect on contact center KPIs, agent and customer adoption rates, and potential ROI.

1. Is the solution designed for contact centers?

Some remote visual support solutions have evolved from co-browsing, remote desktop or collaboration products, while only a few have been designed for contact centers and offer features that reduce AHT and improve FCR. For example, a visual knowledge base eliminates the manual search process, providing contextual image-based decision support that cuts handle time and ensures more first-time fixes.

2. Web-based or app-based?

Depending on a company’s requirements, there are clear advantages to both app-based and web-based solutions. Most providers offer only one or the others, but a few can support both. To promote the use of a native app, some companies opt for an app-based solution. This often reduces call volume by allowing customers to pay bills, edit personal details and upgrade service plans independently. It also enables agents to mirror the customer’s mobile screen to provide navigation support.

3. Hardware support vs Hardware and software

While some companies need to provide service only for physical products, others — especially smart home tech suppliers — have to offer guidance for both devices and their associate apps. Supporting software means several tools are potentially relevant, ranging from relatively intrusive desktop sharing to mobile mirroring and co-browsing options. These latter two technologies have the advantage of driving higher end user acceptance, since customers are now acutely aware of privacy issues.

4. Single department vs. cross department platform

While a standalone solution can be ideal for small help desks or field service operations, large enterprises often opt for a cross-organizational platform in order to generate maximum value by driving knowledge sharing across service channels, including contact centers, field service and digital self-service. For example, a contact center agent can share images captured during a remote visual support session to better prepare a technician for a site visit. A cross-organizational platform also allows warm transfer — including a complete visual record of the interaction — from self-service to a live agent, ideal for use cases that require authorization.

5. Automation powered by Computer Vision AI

The most advanced remote visual support solutions now leverage visual data to automate processes using Computer Vision AI, across contact centers, field service and self-service channels. From automated visual agent decision support based on an ever-evolving visual knowledge base to full visual self-service, the technology is emerging as a genuine game-changer that’s transforming service delivery for many of the world’s biggest global groups.



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