How remote support can increase your revenue
By using XMReality Remote Guidance, companies can offer customer support from the comfort of their office. But how does this translate into increased revenue? We explain this by listing 4 different ways remote support translates to increased service revenue for your company.
1. Lower labour costs and additional value
Studies have shown that a support technician spends around 60% of their workday to get from point A to point B. Only 40% is actually left for them to use their expertise to help customers. This is a costly problem creating additional waste, since the travel time does not add any value to either the customer or service provider. XMReality Remote Guidance opens up for the possibility to take on more service calls but instead of traveling there, doing so remotely, leading to supporting and invoicing more customers during the same amount of time and with the same number of resources available.
This also saves your company valuable time trying to find the right competence because you are increasingly efficient with your current expert’s time.
2. Help more customers in the same time period - Increase your resource efficiency
By cutting down the travel time, your support people can help more customers in a day than ever before. All you need is a computer or a mobile device to leverage XMReality Remote Guidance. Easily switch between different customer from your desk, helping many more customers by working remotely instead of physically traveling all the time.
A common challenge for support departments, is when all the experts are dispatched and unavailable when a customer needs their help. If they use Remote Guidance, they will spend less time traveling and more time being available at the local company. By using XMReality Remote Guidance as part of your service process you can inspect the situation before deciding whether you need to send an engineer. And if you do need to send someone, help in the decision of who is best suited for the mission with what tools and spares are required. This will ultimately help you improve your first-time fix rate.
3. Provide instant support
The speed at which you can provide a resolution to a problem is critical, how they receive the support is not the focus. By offering expert support remotely you can assist customers within minutes instead of hours or days. Remote Guidance gives you the power to solve your customers problems faster and more efficiently.
Further increase your instant support by adding a Pointpad to your desktop guide station. The Pointpad will enable the Hands Overlay feature that has proven to be much more efficient and present when instructing someone in how to solve a specific task. It proves exceptionally useful when you need to show someone how to turn a screw, explain what cord goes where, or provide other instructions where complex technical support is needed rather than just telling them in words.
4. Create additional service offerings
Creating an offer around this type of solution can be very valuable. Customers’ problems will be solved faster while service costs will be lower providing higher margin service contracts along with happier customers.
By adding XMReality Remote guidance into your service offerings you create an additional channel to deliver support. Remote support will enable you to charge your customers for the value and service you provide.
It will also help in turning the mindset of a reactive service organization into one that values the knowledge they provide customers with. Many organizations provide free technical support over phone or email. The addition of remote support can enhance the handover from “free support” to “paid support” and help in changing the mindset of the people working with support.
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