BendBroadband is launching a virtual tech visit tool to help provide remote, real-time customer support. Company technicians can now perform installations and help troubleshoot service-related issues without having to physically enter the customer premises.
"The coronavirus pandemic has made communications services more essential than ever," said Andrew Buchert, vice president of Field Services for TDS and BendBroadband. "This tool allows us to make installs and help customers stay connected while taking safe distancing precautions for the sake of our employees and customers alike."
Utilizing a video software tool created by TechSee, BendBroadband technicians can connect to a customer's mobile device remotely to share images and video. Customers can receive real-time technical support without a technician crossing the threshold. BendBroadband has been piloting the virtual tech visit technology for several weeks, and it is now available in all BendBroadband serving areas.
"The feedback we received from customers during our trial of this new tool was overwhelmingly positive," said Buchert. "It's incredibly easy to use, and customers are getting the assistance they need without having someone in their home or business."
At a service call, the BendBroadband technician will contact the customer and ask if they would like to use the new smartphone-based tool. The technician then sends the customer a text message that contains a link. When the customer taps on the link, the tool opens in a web browser, without the need to download an app.
The customer can share pictures or live video while the technician remains on site, but outside the home or business during the call providing assistance at a safe distance. Using augmented reality (AR) guidance, the technology also allows technicians to draw or circle areas on the images to help guide the customer. While not every customer visit can be resolved using TechSee, most customer contacts can be substantially reduced, the company says.