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The Challenge

The need for real-time, visual assistance to handle complex issues was evident, prompting the company to seek a more effective solution.

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High Field Visit Dependency

Agents were regularly dispatched for hands-on troubleshooting, escalating operational costs.

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Delayed Resolutions:

Lack of visual support prolonged issue resolution times.

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Resource Strain:

Frequent travel impacted agent productivity and availability.

Solution

Phygitalmax provided the company with its Live Video Commerce Support platform, a cutting-edge tool designed to enhance customer support through real-time visual interaction. Key components included:

  • Live Video Assistance:
    Agents used the platform to conduct remote video sessions, visually guiding customers through troubleshooting steps.
  • Knowledge Integration:
    A centralized knowledge base within the platform enabled quick access to solutions, reducing resolution time
  • Multi-Device Access:
    Seamless support across mobile and web devicesensured flexibility for both agents and customers.
  • Session Recording:
    Recorded interactions allowed for future reference and quality assurance.

Impact

The implementation of Phygitalmax Live Video Commerce Support yielded remarkable results:

40% Reduction in Field Visits

By resolving issues remotely, the company saved approximately 40% on field visits, significantly cutting travel costs and time.

Improved Resolution Efficiency

Real-time visual support reduced resolution times by an estimated 30%, enhancing customer satisfaction.

Agent Productivity Boost

Freed from frequent on-site trips, agents could handle more cases, improving overall team efficiency by 25%.

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Conclusion

Through its partnership with Phygitalmax, the leading company has set a new benchmark for efficient field support, leveraging advanced video commerce technology. This collaboration highlights the potential of innovative solutions to enhance operational efficiency and customer experience in the modern support landscape.

Testimonials

“The Phygitalmax Live Video Commerce Support has been a game-changer for our team. The 40% reduction in field visits has saved us significant resources, allowing us to focus on delivering exceptional service.”

— Support Manager

“The Phygitalmax Live Video Commerce Support has been a game-changer for our team. The 40% reduction in field visits has saved us significant resources, allowing us to focus on delivering exceptional service.”

— Support Manager

“The Phygitalmax Live Video Commerce Support has been a game-changer for our team. The 40% reduction in field visits has saved us significant resources, allowing us to focus on delivering exceptional service.”

— Support Manager

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