Every business today is based on heavy backing of technical operations and backend support. Augmented reality supports organization’s operations through engaging the users in step-by-step visual context, expert guidance, and co-browsing advancement. Data is gathered and processed via remote access adding computer generated accuracy, speed, and time value to all output pointers generated.
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AR co-browsing helps the agents to connect with users directly using screen sharing. It can be carried out from anywhere making remote servicing easy. A few clicks and a single call resolves major issues under the continuous supervision and guidance of the experts for ease of resolution. It reduces the average call time and improves FCR as well. This method is proven successful for complex issues especially when customer is new with the device in question.
Computers no longer sit over a desk to give it professional outlook. Their presence indicated non stop tapping of keys generating knowledge, guidance systems, solutions, and connections for customer’s ease of solution attainment. The field of issue can be put to display through the camera of a computer, mobile, or laptop. Industries like education, healthcare, and e-commerce are increasingly leaned towards the use of AR support system. The technicians require training for installation, maintenance and common loopholes.
Augmented reality is now the call at every turn. Each industry and every sector are required to update their customer support portal with the latest techniques to keep their customers engaged and satisfied while solving their queries in minimum possible time frame. AR is interactive thus it keeps user morale high improving CX and CSAT scores. Easy integration facilitates solution through mobile app, website, and AI chatbot as well. Real time solution helps in ticket deflection from an agent’s desk making manpower concentration possible.
The users have access to helpdesk 24×7 with AR support. They just have to log in to the portal, fill in their customer details once and they can pickup the issue right where they left it off. A record is automatically maintained signalling towards activities in the past and customer support log. Visual, video, and 3D projection helps the customers to navigate their own selves through the portal, type in the query, select most appropriate solution as ranked, and start with execution tour for the same. In case an issue cannot be solved further through AI support, it is immediately passed onto the human assistance.
The technicians for organizations handle multiple complex machineries. Each machine has a life of its own and needs special attention. The depreciation and the changes thus required too need minute attention. Technicians spend a major part of their time on job studying each machine individually in terms of its power consumption, output yielded, issues faced, and the frequency of repeated issues. In such times, any loophole encountered requires technicians to take support from the tech support of the manufacturer.
The customers do not want to run to a service center each time they face a crisis. Neither do the service experts can rush to the customer’s place of presence each time they hit a roadblock. However, AR support offers contactless support which ensures zero compromises on the quality of support assistance via remote handling and also establishes a proper hierarchy for tickets to be raised, solved, closed, and feedback recorded. Camera lens and voice connection provides seamless communication clarifying all doubts in real time.
Knowmax, a Knowledge Management Platform has expanded our capabilities in terms of communication, information accessibility, and knowledge sharing about products and services with our end customers through digital and assisted channels using Picture Guides for pictorial support regarding various use cases, and their Al based knowledge base, becoming brain to our Chabot “Saeed”. This helps over 120 Contact Center Agents as well as our customers on Mobile App, ChatBot & Website engage with our brand regularly; pushing us closer towards our goal of going digital.
Exactly what we needed!! Completely understood our problem and provided a service that complemented our business perfectly.
Knowmax is an easy to build & maintain omni-channel customer experience platform. Our contact center agents found the decision tree navigation to be seamless making it to comprehend on a single page. Real time analytics helped us understand productivity & quality of our agents. Their customer success team was proactive and helped us during our on-boarding and later for on-going support. This has helped us in reducing AHT and drive Self-Service at NestAway.
Working with Knowmax has been an easy and hassle free experience. We got the solution which catered to all our requirements and the implementation was very quick! Special thanks to the team for being available for query resolution and support whenever needed!!
Knowmax is the Device Knowledge Management Solution that Celcom has adopted. The Unique feature set for Picture guides, effortlessly complement its vast repositories of device information. Our customers have used this self-help tool extensively to solve their queries as Knowmax is integrated with our Celcom Life App, reducing the volume of tickets for our CX teams. Knowmax’s robust functionality and the ease with which we were able to generate user reports have set this platform at an advantage over its competition.
We enable organizations to gain more advantages using augmented reality support. It is used to provide live support to the users to educate and display technical know-how thereby increasing productivity. Similarly, it empowers agents to be competent and confident. Moreover, the customer isn’t required to wait for or visit a technician for a solution as it guides them until the final destination. AR support thus ensures higher customer satisfaction by engaging customers through 3D informative and interactive content.
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Enterprise knowledge management system helping achieve CX goals
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