Live video is proving to be one of the most impactful enablers for field service management. The logic is simple: With a mobile device and an Internet connection, technicians or servicemen can troubleshoot problems along with company experts from anywhere and provide instant support to end customers.
How Live Video Offers Support for Field Service Management
Across the globe, there are many applications or use cases related to field services that can benefit from live video integration into support applications. Having live video capability helps eliminate a scenario where the technician is dispatched to the client site without any prior knowledge of the actual problem. Live videos also reduce problems caused in cases of customer self-installs.
The implementation of live video improves the effectiveness of service calls by ensuring technicians are aware of the issue onsite beforehand and are carrying all the right tools and tech required to solve the glitch in one go. This contributes to significant benefits in terms of time-to-resolution, resources, and costs. All these factors improve the quality of service, customer satisfaction and revenue through heightened customer engagement & retention.
Can Only Some Specific Companies Leverage Live Videos?
Not really! Any company that sends out support teams in the field can take advantage of real-time communication in form of live video capabilities. A customer-centric organization is always aiming to improve their first-time fix rates and reduce time-to-resolution by making sure accurate pre-planning and diagnostics for the issue are done and this is where the power of live video integration, along with features such as annotations & recordings, comes into play.
Popular field services use cases that benefit from Live Video –
- At-home Care Services – Often, issues are simple & can be fixed through assisted support remotely. Right from fixing air conditioners to water purifiers, at-home care services can use Live Video to determine the exact problem and resolve it quickly.
- Insurance Claims Process – Using live video is of great benefit for Insurance claim management. It speeds up the insurance process and helps deliver a better service for the claimant as the agent can interact with claimants directly and personally.
- Real – Estate Guidance – With video chat capability, realtors can engage with resellers to view their homes or offices and offer guidance remotely with great video call quality.
- Preventive Maintenance – Using integrated Live video in field service applications, companies can guide field maintenance staff & record the maintenance activity for follow-up audit purposes.
Industry reports say that video chat gives companies the capability to address and solve issues remotely for around 30% of total customer calls received. For example, in the case of logistics, this can help save an estimated $100 per truck roll, which has a positive impact on ROI. To top this, utilizing Live video chat solutions for your field services can boost the customer satisfaction score by 50% and heighten the levels of engagement and convenience.
Competitive Advantage of EnableX Live Video in Field Service Management
EnableX offers a feature-rich, easily integrated, real-time Video capability that enables the technician to identify the problem instantly over a call or even draw and annotate on the screen for the company expert to get clarity. This helps to solve the problem faster and reduces the overall service call time. EnableX Live Video also supports recording of the entire session including any annotations which can be very valuable to the company for future audits and/or training purposes.
Get the Job Done in Seconds
Field service management with integrated Live video chat capabilities is increasingly being seen as a great way of improving customer engagement, convenience, and a fulfilling experience while helping companies reduce overall costs. In today’s ultra-competitive marketplace, adopting this solution is a must to keep your competitive edge well-honed.
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The EnableX Video Platform is built using the best-in-class technologies and infrastructure to deliver best possible customer experience. With the use of WebRTC as the underlying real-time communication framework, we ensure seamless communication across end points and mobile devices. We offer native APIs and SDK’s along with hybrid frameworks – both for web and mobile applications including ReactNative, Flutter and Cordova to enable quick integration by developers.