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Real-time visual collaboration between LiveWest experts and technicians allows visual verification of work quality and provides knowledge base access for automated, visually-guided issue resolutions. The organization has reduced costs and achieved rapid improvements to its first-time fix rate for issues involving smart electricity meters, hot water boilers, condensation, dampness, and even blocked toilets. The decision to integrate TechSee within the Salesforce Service Cloud followed a five-star rating from tenants and employees: 99% of LiveWest agents said that TechSee helps them resolve issues without dispatching technicians, and 89% reported that it saves them time. With TechSee, LiveWest agents can offer an excellent tenant experience by quickly and accurately assessing maintenance requirements, prioritizing dispatches, and providing remote support. LiveWest began using TechSee’s AI-powered Visual Assistance solution in its contact center during the pandemic to ensure service continuity along with addressing employee and tenant health and safety concerns. The company’s contact center handles over 1,000 calls per day regarding urgent repairs and routine maintenance, which the company resolves with its 400-strong field service workforce. TechSee‘s technology is currently being used by Verizon and Vodafone, and Accenture, among other enterprises.A large housing association in the UK, LiveWest owns and manages almost 40,000 homes.
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Visual Remote Assistant is built on the Salesforce Customer 360 platform that scales to meet the needs of the market and the customer. By visually observing the issue, the service representative is able to immediately understand the customers problem and expedite a solution by walking the customer through the answer to. Visual Remote Assistant provides customers with visibility to prepare for onsite visits, deliver remote support, and improve the overall customer experience. The Salesforce Visual Remote Assistant operates as a simple visual connection between the remote Leviton Technical Service Representative and the customer. In this current climate, Visual Remote Assistant addresses the challenges we are currently facing such as limiting physical contact and prioritizing health & safety.
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Visual Remote Assistant delivers real-time, visual support to help organizations adapt to change. Marketing Technology News: Relay Network Expands Senior Leadership Team
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These priorities create a blueprint for how to scale up and rise to expectations equipping organizations to meet the changes of the market and the customer. Organizations are faced with an increase in case volume, growing customer expectations to deliver remote support, and prioritizing the health and safety of their employees and customers. Scaling up customer service and changing the way to deliver service is essential in adapting to meet the changes in the market and the customer. With its powers like visual remote assistant, AI. Marketing Technology News: Onfido Announces New Leadership for the Next Phase of GrowthĬustomer service has never been more strategic or mission-critical to an organization. A platform like Salesforce Service Cloud can be your ultimate ally to higher customer satisfaction. Visual Remote Assistant helps companies troubleshoot issues faster, decreases truck rolls which reduces cost, increases case resolution rates, and enables companies to ensure safe outcomes by delivering contactless support which is especially important in this current climate. TechSee, a leader in intelligent visual assistance technology for customers, agents, and field technicians, announced a collaboration with Salesforce, the global CRM leader, to integrate intelligent visual assistance technology into Salesforce with Visual Remote Assistant, a real-time, interactive video support technology that can be deployed in Salesforce Service Cloud and Salesforce Field Service. Salesforce organizations can now deliver service from anywhere, keeping both employees and customers safe