Solutions & Case Studies
Agent On-Hand for Customer Service
- Solve your customer’s issues remotely with Agent On-Hand’s video support tool.
- Retain your customers - Nothing is more valuable than a loyal customer. 74% of customers are likely to switch after a negative call center experience. Ineffective support and frustrated customers are risks that companies can no longer afford. With Agent On-Hand’s video support tool, give your customers the help they need right away. Watch your happy customers turn into loyal customers.
- Cut costs - Eliminate costly onsite visits and improve your FCR (First-Call Resolution) to save your customer service team both time and money.
Agent On-Hand for Customer Service
- Solve your customer’s issues remotely with Agent On-Hand’s video support tool.
- Retain your customers - Nothing is more valuable than a loyal customer. 74% of customers are likely to switch after a negative call center experience. Ineffective support and frustrated customers are risks that companies can no longer afford. With Agent On-Hand’s video support tool, give your customers the help they need right away. Watch your happy customers turn into loyal customers.
- Cut costs - Eliminate costly onsite visits and improve your FCR (First-Call Resolution) to save your customer service team both time and money.
Agent On-Hand for Customer Service
- Solve your customer’s issues remotely with Agent On-Hand’s video support tool.
- Retain your customers - Nothing is more valuable than a loyal customer. 74% of customers are likely to switch after a negative call center experience. Ineffective support and frustrated customers are risks that companies can no longer afford. With Agent On-Hand’s video support tool, give your customers the help they need right away. Watch your happy customers turn into loyal customers.
- Cut costs - Eliminate costly onsite visits and improve your FCR (First-Call Resolution) to save your customer service team both time and money.
Agent On-Hand for Field Service
Agent On-Hand for Field Service
Telecom Case Study
Problem: A customer of a major telecom organization was unable to get their wifi router to run. The customer had limited technical expertise and was unable to troubleshoot or properly explain their issue to the customer service agent that was providing assistance.
Solution: Agent On-Hand allowed the customer service agent to visually troubleshoot the customer’s issue and instruct them with steps to resolve the issue. Using Agent On-Hand’s visual support tool, the agent was able to resolve the issue in a fraction of the time that it usually takes to resolve similar issues using just a phone call.
Telecom Case Study
Problem: A customer of a major telecom organization was unable to get their wifi router to run. The customer had limited technical expertise and was unable to troubleshoot or properly explain their issue to the customer service agent that was providing assistance.
Solution: Agent On-Hand allowed the customer service agent to visually troubleshoot the customer’s issue and instruct them with steps to resolve the issue. Using Agent On-Hand’s visual support tool, the agent was able to resolve the issue in a fraction of the time that it usually takes to resolve similar issues using just a phone call.
Home Health Care Case Study
Problem: A live-in caretaker has been assigned to watch over a terminally ill patient that requires an enteral feeding pump to survive. Any downtime for more than a couple hours could be fatal for the patient. An incident occurred where the caretaker accidentally entered the wrong settings causing the machine to stop pumping. Once this error was noticed, the caretaker called for the guardian for assistance but due to complexity of the device, the issue was not able to be resolved over the phone.
Solution: The guardian then utilized Agent On-Hand to visually troubleshoot the issue and identify the exact error. Even though language barriers were present, the visual assistance allowed the guardian to guide the live-in caretaker through the steps to resolve the critical issue and get the feeding pump to start running again. Without Agent On-Hand, this simple mistake could have easily turned into a deadly catastrophe.
Home Health Care Case Study
Problem: A live-in caretaker has been assigned to watch over a terminally ill patient that requires an enteral feeding pump to survive. Any downtime for more than a couple hours could be fatal for the patient. An incident occurred where the caretaker accidentally entered the wrong settings causing the machine to stop pumping. Once this error was noticed, the caretaker called for the guardian for assistance but due to complexity of the device, the issue was not able to be resolved over the phone.
Solution: The guardian then utilized Agent On-Hand to visually troubleshoot the issue and identify the exact error. Even though language barriers were present, the visual assistance allowed the guardian to guide the live-in caretaker through the steps to resolve the critical issue and get the feeding pump to start running again. Without Agent On-Hand, this simple mistake could have easily turned into a deadly catastrophe.