Customer satisfaction is a critical element of overall business success: it doesn’t just impact your business’ bottom line, it also impacts employee morale and customer retention.
About 70% of customers who take their business elsewhere do so because of poor after-sales service and lack of human interaction, according to various studies. Satisfied customers work more productively, have a stronger emotional (and rational) bond with the company, and are more prone to recommend you to other clients. New technologies such as Augmented Reality and smart glasses improve customer satisfaction and retention in four ways:
1. Enhanced Productivity and WORK FACILITATION THROUGH EXPERT CALLS
¿So you have a technical problem that stops your expensive equipment? No trouble: our experts can easily be consulted via video call remotely to solve the issue and keep your equipment running at full productivity. The expert sees exactly what the employee sees while they continue to work hands-free. “Pull that lever here, press that button there, look at the indicator here and call me again in five minutes. Good to see you again, Tom”. And a lot more complex operations, of course.
2. FASTER TRAINING DUE TO EASIER KNOWLEDGE TRANSFER
Employees training is simplified thanks to remote service technology and smart glasses. New users can be trained anytime at the customer’s convenience without the hassle of having to travel on site. Step-by-step instructions, automatic quality checks, help and expert support enable employees to be ready to work faster than ever. This not only makes their daily work easier, but also that of their colleagues who do not have to take on the task of training new colleagues in addition to their own work. There are fewer disappointments and negative experiences which reduce customer churn, and quality and productivity reach the necessary level much quicker.
3. REDUCED TRAVEL ACTIVITIES
Remote service applications such as RemoteEye enable global collaboration across distances and time zones. In case of problems, experts can easily be consulted via a video call on smart glasses/mobiles/tables. Remote training of employees saves money by reducing the travel expenses of experts. They do not have to travel at short notice but can help their colleagues on site from their own locations, thus creating a better team bond.
4. IMPROVED SAFETY
The ability to use both hands is a major security advantage of smart glasses. Additionally, warnings about ergonomically questionable situations, for example when handling heavy parts, the instructions can be displayed directly on the glasses, reducing the potential of injury in high-risk occupational fields, utilities, or in production through the targeted use of AR devices.