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Obviously that was going to cost the company ten times more than getting the problem solved on the call, plus the customer wasn’t going to be able to use their machine for a few days. The solution was painfully obvious: all the machine’s owner needed to do was gently nudge the seal back into place.īut rather than provide this simple instruction, the agent ended the conversation by scheduling a technician dispatch to resolve the problem. On the agent’s display, the three of us could see that the source of the problem was the washing machine’s rubber seal, which had become dislodged.
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We stopped to watch one agent as she spoke with a customer that required assistance with their washing machine.ĭownload TechSee’s guide to learn how to provide next-generation smart home support With an Easy Solution, Why Wasn’t the Problem Resolved? The VP of Customer Service and I were walking around the company’s contact center, reviewing how customer service agents were using the system. The customer, a consumer electronics enterprise, had just implemented our visual support platform, TechSee Live for Call Centers. On a recent visit to a customer’s contact center, I was reminded of the magnitude of SoT’s disruption and how it’s forcing companies to re-examine their internal processes, from warranty policies to the smart home business model as a whole. Re-Evaluating the Smart Home Industry Business Model: A True Scenario In the following article, we’ll explore how we use our day-to-day experiences to inform and evaluate our smart home business model.
The Convergence of Services and Products.Technology’s Influence on the Smart Home Business Model.With an Easy Solution, Why Wasn’t the Problem Resolved?.Re-Evaluating the Smart Home Industry Business Model: A True Scenario.