The 3 Stages of the Visual Transformation Journey

Image: Shutterstock, edited by TechSee

What is visual engagement?

Visual engagement is way beyond just a tool to help you ‘see what your customer sees’ — it’s a centerpiece of the digital transformation. It’s a journey that enables organizations to add vision to more touchpoints, use cases, and departments over time, while automating repetitive tasks. As organizations advance along the path toward Visual Transformation, their visual offerings become more mature. This maturity improves their level of service, enhances the customer and employee experience, optimizes costs, and generates revenues from upsells.

The Visual Transformation Journey Stages

It all starts with finding the right visual engagement platform. Having a unified platform allows for better visual collaboration across groups, warm transfers across channels, and the utilization of visual data to deliver AI-powered automation over time. This high level of integration would be difficult to achieve with separate systems. Once the platform is in place, the organization can start on their journey to Visual Transformation.

The three stages of Visual Transformation:

  1. Remote visual assistance
  2. Guided visual assistance
  3. Autonomous assistance

Step 1: Remote visual assistance

The contact center agent or remote expert can see what the customer is seeing in order to provide live assistance and guidance. Think of this stage as remote “eyes” into the situation. For example, an agent can ask to see the customer’s router and explain that a cable is plugged into the wrong port, or see that a refrigerator is not functioning properly because the air flow vent is blocked, or see physical damage on an insured object to support a claim.

Step 2: Guided Visual Assistance

The next step of a Visual Transformation is where guided assistance walks a customer through the process of capturing specific images before speaking to a live representative. In many cases, these are repetitive tasks that customers can achieve in self-service without involving a live rep at all, such as warranty verification, returns, product registration, and installation. If more help is needed, a warm transfer can allow a remote agent to access the visuals and pick up the case immediately.

Step 3: Autonomous assistance

This is the most advanced stage of the Visual Transformation, where service organizations can increase call deflection and reduce customer effort with visual, interactive guidance powered by Computer Vision AI. The visual customer assistant can deliver full self-service resolutions without interactions with human agents — think of this as a chatbot that can see. The visual assistant can recognize the product and its parts, identify the issue, and provide the resolution for the customer.

How Customer Service Organizations can benefit from the Visual Transformation

Keep in mind that there is no one-size-fits-all solution to implementing visual engagement. There are many touchpoints, and the starting point for one organization can be different from another’s. However, as organizations implement visual assistance across more touchpoints, use cases, and departments, they will not only become more innovative, but they will gain a competitive edge with the ability to resolve more issues remotely — gradually automating repetitive tasks — and continuously increase ROI. This ROI comes from reducing both customer and employee effort, optimizing cost of service, and generating more revenue through improved client engagement and satisfaction.

Visual Transformation has already Begun

Driven by a digital-first mentality and the need for remote support and enhanced customer engagement, the journey of Visual Transformation is already underway. Forward-thinking organizations have recognized the benefits of a visual-first strategy and are taking steps to get there. Whether at the first stage of remote assistance, second stage of guided assistance, or third stage of autonomous assistance, brands that are moving forward in their visual engagement strategy will reap the rewards.



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