Why best-in-class CX brands choose AR-powered remote visual assistance – TechCrunch

Thanks to the abundance and advanced technology of smartphones, the AR industry has become part of everyday life. AR video in particular has a noticeable impact on solving problems that people face on a daily basis. Actions such as processing an insurance claim remotely with AR annotations or diagnosing a healthcare patient remotely using video appointments are changing the way we learn and interact with the real world by adding deeper insight and context through AR .

Customer expectations have consistently called for fast and efficient service, but smart customers with the world in their hands, courtesy of the smartphone, demand convenient, convenient and personalized experiences. Fast is no longer enough, and old customer service practices can hold businesses back. With real-time responses and seamless, consumed experiences that deliver first-time results, AR video collaboration apps are poised to become the new standard for CX teams.

AR video provides users with a deeper human connection with each other. It can result in endless opportunities to increase efficiency, improve productivity, improve customer experiences, forge stronger relationships, and modernize digital business workflows.

Imagine that guests are coming to visit soon and one of your most important kitchen appliances stops working. What happens next — and the timing — is critical to your experience and opinion of the company you choose to service your device.

You know the process: Traditional appliance repair service models require a technician to schedule a time for a diagnosis at your home, then order parts needed for the repair, and then come back for a second visit to finally repair the appliance. And that’s assuming all the correct parts have been ordered for the repair. Wit is 90% of customers think ‘immediate response’ is very importantcustomers expect fast, real-time customer support. Early video diagnosis helps schedule the right technicians for the job and sequence work for faster completion

With AR video, a faulty device diagnosis can be achieved much faster. When diagnosing remotely, appliance repair shops may be able to eliminate that first home visit, accurately diagnose the problem, order the correct parts and schedule the repair appointment before setting foot in the customer’s home.

Front door responds to more than four million annual service requests through a network of thousands of pre-qualified contractor companies. The company’s customizable home service plan providers, including industry leader American house shield (AHS), helping customers protect and maintain their homes against expensive and unexpected failures of common home systems and devices. AHS determined that a lack of of information in work orders was a recurring cause of reduced efficiency, potentially costing teams expensive additional site visits and straining customer relationships.

When AHS interactive AR video calling, powered by Streem, implemented as the first step in device repair calls, enabling contractors to better serve customers with faster response times and faster resolutions† When used for same day callback, 67% of virtual diagnoses were performed on the first day That freed up time to have more remote video diagnostic calls AHS repair teams using Streem cut customer wait times by an average of 3 hours Seeing the issue with the device helped AHS technicians order replacement parts before the site visit, eliminating repeated home visits in up to 70% of phone callsIn 10% of those diagnostic calls, technicians were able to guide the customer and resolve the issue without any on-site visits.

Just imagine how happy and excited you would be if a technician could diagnose or even fix your problem faster than before so that your kitchen is fully operational again and you can entertain and entertain your house guests – a game-changer in customer experience and returning customers.

Lowe’s makes buying new floors easy by using its customers’ most used tool, their iPhones, without having to visit a store or use a tape measure

Few home improvement projects can progress without data about a home’s space, but collecting that data and taking action on it can be challenging.

The Measure Your Space feature, currently in Lowe’s iOS app, provides an intuitive, end-to-end scanning, measurement and estimation experience for flooring projects. Developed by Lowe’s Innovation Labs in partnership with Streem, Meet Your Space guides homeowners through room scanning, automatically generating a floor plan, room measurements, and a personal estimate.

Designing an in-app experience that is simple, intuitive AND takes friction out of the customer journey is the definition of a wow moment. The experience is available when signed in to a Lowe account on iPhone 12 Pro/Pro Max, iPhone 13 Pro/Pro Max, or iPad Pro with LiDAR scanner.

Lowe has solved a real problem for its customers with Measure Your Space, making the home improvement experience more seamless.

We’ve all been thereTrying to explain a problem to an expert over the phone, but getting nowhere. When you rely on a customer to describe a problem or part, you are not only sacrificing accuracy, but you are also leaving your customer with an experience that makes them feel ignorant or frustrated.

By implementing visual assistance, those bad experiences can be eliminated.

An international direct-to-consumer powerhouse, Traeger Grills is the creator of the original wood pellet grill and is known as one of the best products in the field of outdoor cooking. However, their service and repair experience did not match that reputation. Long, inaccurate and expensive support cycles prevented them from delivering on the full brand promise of their best-in-class products.

By implementing AR-Video powered by Streem into their omnichannel CX strategy, Traeger Grill’s customer support experience was boosted to match their excellent product reputation. With the ability to meet its customers anywhere, anytime, on any device, Traeger Grills delivers on its best brand promise.

Along with a 51% reduction in warranty spend by seeing what their customer sees with AR-Video, Traeger Grills has dramatically improved CX and call timesHowever, their service and repair experience did not match that reputation. Their support process saw significant improvement in core KPIs such as a 30% customer KPI improvement resulting in a 92% CSAT.

This simple improvement shortened our phone calls and improved the diagnosis success rate. We now send the right part the first time – instead of needing multiple phone calls and multiple parts to get it right. Our customers love it.”

Corey L. Savory-Venzke, VP, Customer Experience & Service at Traeger Wood Fired Grills

A simple shift from phone to AR-Video provided the context needed to provide the best customer support.

Advanced technology is the simple solution to your customers’ complex pain points. AR Video may sound futuristic, but the truth is that companies are currently using it to solve everyday customer problems and deliver memorable customer experiences.

As technological advancements and accessibility coupled with demand drive consumers and businesses to adopt AR, the possibilities are endless. The augmented global reality (AR), virtual reality (VR) and mixed reality (MR) market reached $28 billion in 2021 and is expected to grow to more than $250 billion by 2028.

While the possibilities are endless, tangible results can often be found in the ordinary. AR . implement Solve a business problem by identifying a persistent pain point that will improve with context and connection. Arm your team with AR-powered tools like the StreemCore® platform that will set your company and CX apart and let the magic unfold.

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