The new Remote Service Center of the digital customer platform: The simple solution for efficient customer service

In today's digital world, customer service is no longer limited to phone calls and emails. Today's customers expect fast and seamless support from machinery and equipment manufacturers.

The Remote Support Centre of the digital customer platform now offers you an efficient and effective way to solve customer problems and serve the customer better. 

In this article we explain what the Remote Support Centre is, how it works and why it is the ultimate solution for efficient customer service.

What is a Remote Support Center?

A Remote Service Center is a virtual support center that enables Autonoma's digital customer platform to provide seamless customer service. 

It provides operators of their machines and equipment with a single point of contact for all their service and support needs. It allows customers to communicate with a service technician, via video calls and chat.

With easy-to-use features such as video chat, screen sharing, camera sharing, document sharing, ticket creation and many more, ad-hoc service cases as well as digital commissioning can be performed quickly and easily.

In addition, the RSC supports all major operating systems:

 

• Mobile: iOS, Android, iPadOS
• Desktop: Windows, macOS, Linux
• all popular AR glasses

How does the Remote Support Center work?

The Remote Service Center enables customers to connect to the relevant support employee via an encrypted video call.

When a user initiates a video call, it rings all relevant service staff (in After Sales) with the assigned role, ensuring that the support request is handled directly by the relevant colleagues.

The peer-to-peer connection ensures that the video call is highly secure and customer data is protected by end-to-end encryption.

If several calls reach a supporter, they are displayed to him in the overview and can be answered in order of urgency. In addition, the duration of a call is displayed.

A remote service center allows companies to provide support to their customers around the clock, regardless of their location. This means that customers can receive support whenever they want, resulting in higher customer satisfaction and loyalty.

What functionalities does the Remote Service Center offer?

The video call feature is designed to be easily accessible to customers and provide clear and crisp audio and video, allowing users to have clear and distinct conversations with their customers and partners even in noisy industrial environments. The clear resolution allows machines to be filmed and issues to be resolved directly from the video call. This saves time and effort to have an expert come directly to the site.

Unlike a physical service center, the Remote Service Center requires minimal investment in infrastructure and technology, making it a cost-effective solution.

Relevant information at a glance

When a customer calls your service department, you immediately see all the important parameters:

• Who is the person?
• Which customer account is involved?
• Which asset (machine / system) is affected?

In addition, you can immediately see via the data what problems there are. Thus, errors can be identified immediately and problems can be solved quickly.

Camera function in Remote Support Service

The Remote Service Center is available on all end devices such as computers, smartphones and tablets. For example, during a video call with a support representative, the customer can use the camera on their device to show visual information about their problem.

By switching between the front and rear cameras on their device, the customer can show the problem from different angles or visualize specific details in more detail. This helps support personnel better understand the problem and provide more effective solutions.

In addition, support personnel can also use the camera to demonstrate how to use a product or service or provide visual guidance. This can be especially useful for complex products or services where verbal instructions may not be sufficient.

Screen and document sharing

To further optimize support, the screen can be shared with the other party during the call, allowing them to work together in real time to solve a problem. This screen sharing can also be requested by the service technician.

Screen sharing allows support and service staff to see the customer's screen in real time. This is especially helpful if the customer is having a problem with the platform. The support agent can see the problem firsthand and provide guidance on how to resolve it. This can also save time and eliminate confusion, as the customer no longer needs to verbally describe the problem.

Sending documents within the video call allows both the customer and support staff to view the same document at the same time. This can be especially helpful when viewing a product manual or troubleshooting guide. By sharing the document, both parties can easily access the same information and avoid misunderstandings or misinterpretations.

Ticket creation in the remote service center

It happens that support employees are not available via video call for various reasons, e.g. due to high support volume. In such cases, the ticket generation function of the digital customer platform proves to be a valuable tool for handling customer inquiries and problems.

In case no support agent is available via video call, a ticket form appears. This form allows customers to describe their problem in detail and indicate the level of urgency. In order to achieve the fastest possible resolution, the content of the form is forwarded via email to all service technicians responsible for customer inquiries. 
Overall, the use of the ticket creation system can significantly improve the customer experience and increase the quality of support operations, even in cases where support staff are not immediately available.

Traceability of support requests

An important part of the Remote Service Center is the traceability of the requests. This is ensured by the history of calls received. This includes information about who called, how long the call lasted, and whether the call was answered or not. Using this data, service center managers can gain insight into customer behavior and analyze it, identifying areas for improvement and making informed decisions to improve the service experience. By analyzing this information, service centers can create more efficient and effective processes that benefit customers and businesses alike.

Summary

In summary, Autonoma's digital customer platform with remote service center is the ultimate solution for efficient customer service in today's digital age. It enables companies to provide prompt and personalized customer service, resulting in higher customer satisfaction and loyalty. Implementing this platform can benefit businesses in many ways, including increased efficiency and productivity, cost efficiencies, streamlined communications and analytics. By implementing Autonoma's digital customer platform, companies can stay competitive and provide the best possible customer service to their customers.