Manufacturers are increasingly turning to technology to support the demand for better customer engagement. The rise of the Internet of Things (IoT) and connected products holds promise for delivering enhanced, value-added customer services. However, today, many manufacturers must find ways to offer services for products that aren’t yet “connected.” Many manufacturers are arming their field service workforce with mobile devices […]

Enterprises — whether in manufacturing, energy, healthcare, IT, or other industry verticals — need to have devices and systems installed and functioning for the long term at peak performance. Examples include the deployment and support of large wind turbines, medical imaging devices, seismology sensors, or large storage arrays. Support and deployment specialists are at the epicenter of creating a seamless, […]

Did you know that best in class field service organizations are 69% more likely than their peers to have implemented live collaborative video tools to loop in remote experts? To learn more, download this report today, which highlights the increased use of collaborative video tools in field service to ensure technicians have the information and skills to solve problems on […]

The results of TSIA’s Support Services Benchmark Survey continue to reveal the hard truths about delivering technical support in 2015. Customers want more options than ever from their support providers and they want to expend less of their own effort in resolving issues. Customers are proving to be more loyal than ever before—if they feel like their support provider is […]

Technology is incredibly important to field services operations. Various platforms and applications are required to understand customer history, account entitlement and consumption, appointment scheduling, and to perform on-site repairs. TSIA has identified 1 7 separate application categories recommended for highly productive, scalable field service, including core infrastructure technology, productivity tools, and tools to understand and track customer behavior and sentiment. […]

There are inherent limitations in traditional assisted support models. While support employees may be well trained, highly technical, empathetic, and have strong communication skills, they still are limited by the actual medium of phone support. They cannot see what the customer sees and are limited to how customers explain and describe a technical problem and environmental issues. Video has the […]

What this study highlights is that businesses that are operating in Europe or plan to grow their presence in the region, must consider the role that mobile channels can play in both selling their products and providing customer support. However, it is also essential that they consider the local differences in terms of customer preferences for mobile engagement. A one-size […]

For contact center agents, delivering an average customer experience can be a challenge, let alone delivering an exceptional one. But great customer service isn’t a fantasy-hundreds of companies deliver it daily. In fact, a recent Forrester study showed that the number of companies with “good” or “excellent” customer experience index scores has steadily increased between 2007 and 2014.1 And we […]