Companies and service centres have always found it a challenge to manage a delicate balance between customer service KPIs. To state an example, too much focus on the Average Response Time (ART) affects the Net Promoter Score (NPS) and leads to customer churn. And too much focus on NPS, especially with the present-day demands, could burn out your workforce while also affecting profits. This article explains how visual, automated solutions could improve customer service KPIs.
Key Performance Indicators (KPIs) – refer to measurements that define the performance of your team against a particular set of parameters/goals. Some of the key KPIs in the customer service segment include First Call Resolution (FCR), Average Response Time (ART), Customer Churn, Net Promoter Score (NPS), Net Retention Score (NRS), etc.
Say Hello to Automation
In this digital and competitive world, the only road to progress is transformed thinking and practices. The visual and automated platform that Augmented Reality offers could change contact centre operations and customer experiences across industries. It has been designed to help the field service teams to meet the customer service KPIs flawlessly, without having to make any compromises.
Let’s start with visual support. This feature makes use of screen-based technology, providing instant access to information and remote assistance – bridging the communication gap between field teams and experts. And the automated support is designed to streamline the entire service workflow, like new work order creation, technician assignment, and more.
The combination of these features can help identify & resolve issues quickly, enable self-survive, minimize disruption and downtime, and facilitate paperless work processes, among other benefits.
Let us have a further understanding of why this technology matters, of its many benefits that are designed for efficiency.
KPI 1 – First Call Resolution
Lack of knowledge among field teams, unsolved customer site issues and the resulting need to revisit, and increased truck roll costs plague the after-sales service sector, costing huge chunks of money and customer churn. The road leads to nowhere.
Augmented Reality makes it possible for agents to follow a ticketing structure, whereby agents can be dispatched with the right parts by assessing the exact nature of the issue.
The dispatched forces are not on their own either, as they would have access to information through remote assistance. Again, it’s not mere video assistance. The platform facilitates enhanced collaboration through sticky notes, videos, step-by-step guidance, etc. After the technician/engineer resolves the issue, the same can be visually confirmed.
69% reduction in resolution time. Check how through a demo.
KPI 2 – Net Promoter Score
Net Promoter Score (NPS) refers to the overall perception of a brand among customers and the chances of them recommending it to someone else. Increased First Call Resolution (FCR), and the option of self-service for issues where the technician isn’t needed will in all likelihood increase the NPS score. And as observed, this is the very role that Augmented Reality plays through its vast array of features.
KPI 3 – Average Handling Time (AHT)
Knowledge Gap Addressed – As already observed, streamlined functionality plays the role of enabling customers/field teams to get in touch with an expert seated at a remote location, through live audio/video calls. This removes all barriers to communication while addressing any knowledge gaps faced during an issue. As the flow of communication is faster, issues are resolved fast, reducing the AHT.
Simply put, it’s Simple – AR applications could easily and effectively replace huge, complicated operator manuals with simplified customer experiences and hands-free operational capabilities. This results in cost-efficient and speedy work processes, which creates happy customers in the process.
Pre-Diagnosis – The platform comes with an algorithm that can predict potential customer issues before they even show up. Moreover, it is effective in gathering connected equipment data for quicker diagnosis. This not only helps in understanding and solving issues fast, but helps avoid issues that are out of scope – for e.g.- the expiry of warranty.
So, What You’re Waiting For?
Have you noticed how all the above-mentioned field service KPIs could function effectively, without edging out the other? This is the competitive edge that we offer through ServeVis.
From automating service workflow to remotely resolving issues through Visual Assistance, ServeVis executes field services faster and more effectively. With our visual assistance platform, expert help is always available at the user’s fingertips through mobile and AR glasses, with just an SMS.