Adressing Salesforce's Visual Remote Assistant

May 31, 2022

sales, marketing and service
automotive
chemicals
discrete manufacturing

If you are using Salesforce Service Cloud and Field Service Lightning to manage customer service requests, you may face challenges in obtaining the correct information from the customer and sending the right technician to solve the problem. To address this issue, Visual Remote Assistance is an add-on that enables you to offer remote support to your customers and solve issues efficiently without the need for on-site interventions. Discover how Visual Remote Assistance can benefit your organization and improve your customer service.

Do you entrust the proper follow-up of your customers and service requests to Salesforce? A good choice indeed! With Salesforce Service Cloud you have all the tools at your disposal to give your customers the best support possible.

A good service intervention starts with obtaining the correct information from the customer and sending the right technician with the necessary knowledge to carry out the intervention. And that's what might be challenging. The following situations might sound familiar to you:

As an expert, you know the ins and outs of all your machinery, but it is often difficult for your customers to explain the exact problem they encounter. What if you could view the issue remotely?
A customer's complicated machine breaks down, but there's no senior technician available to go on site. What if you could send a less experienced technician, who can be helped remotely by a senior technician?

Say hello to Visual Remote Assistance.

Virtual Remote Assistant?

Visual Remote Assistant is an add-on to Service Cloud and Field Service Lightning. It's a collaboration with the company TechSee.

Starting from a contact or case in Salesforce, you can send a video chat invitation to an end user or one of your colleagues by SMS or e-mail. The customer or technician receives a link from which they can start a video chat session on their mobile phone. No installation of an app is required; the video chat session starts in the browser of the smartphone.

Remote session

When the customer or technician clicks the link, the session automatically starts after approval of the terms and conditions. The service desk employee can now watch live through the customer’s or the on-site technician’s smartphone.

The user can switch between video and photo mode. These photos can be saved and linked to the session history. Live annotations on the image can help the customer or technician on site to look for the correct part on the machine.

And did you know that text can be recognized with the OCR functionality? Useful when the customer shows the model number, for example. The text is displayed legibly and can be copied.

Benefits for efficient and cost-effective customer service

With the Visual Remote Assistance add-on, you have more insight into the customer's problem, and you can plan more efficient interventions. Or even avoiding an on-site intervention by solving the problem remotely. Resource and cost-efficient!

Thanks to Visual Remote Assistant, junior technicians can be sent out while they are supported by senior technicians from a distance. This means that any difficulty to recruit Senior technicians is fixed.

A win-win for both the customer and your organization.