Mobile Technical Support

Simultaneous Sight and Sound

ChoiceView-enabled businesses allows callers, including field technicians, remote personnel, and customers, to simultaneously SEE and HEAR information. Support representatives can instantly send appropriate visuals while talking/texting with a mobile device or browser user. Users can also talk/text while seeing any visuals — phone-tree menus, photos, diagrams, close-ups of technical parts, documents, maps, coupons, work orders, and video snippets.

ChoiceView is a cloud-based “Communications-as-a-Service” platform with a ChoiceView App for end users, Live Agent software for contact centers, and visual IVRs and phonebots, as well as developer tools and “voice and visual” phone calls launched from websites or mobile apps. ChoiceView works with any network and any phone. Users don’t need installed software, so it works with first-time callers.

Multimodal Mobile Support

There’s no question that having a mobile strategy is rapidly becoming the norm for enterprises that provide field and/or customer support and is an essential to improve the customer experience. According to IDC Research, 1.2 billion workers will be using mobile enterprise tools by 2013, representing roughly a third of the total global workforce.

With this rapid acceleration of mobile device use, companies are improving communication technologies to increase workplace productivity and improve customer experience, as well as customer satisfaction. “Communication-as-a-service platforms” in a multimodal format help mobile users better understand complex issues because they use more senses simultaneously. Research shows that comprehension is increased 6x with use of both sight and sound.

Improved Performance

ChoiceView technology helps mobile callers understand and use many types of information faster and more easily, increasing first-call resolution and satisfaction for both parties.

Use Case 1: Field Tech Support

A field technician uses a ChoiceView-equipped hand-held device to call into the Company’s ChoiceView-enabled 2nd-tier support desk for installation assistance with a TV cable box. The Tier 2 support engineer sends (1) a schematic of the specific box and (2) a diagram for the hookup while explaining how to install it.
The field technician easily completes the installation.

With ChoiceView, the job was done more quickly and accurately on the first call, saving the Company money.

Use Case 2: Customer Tech Support

A customer calls a Company’s tech support center to get help in installing a new sound system. The Company’s ChoiceView-enabled phonebot answers and provides a visual and audible menu of options. She taps the options, quickly connects to the required self-help. and (1) sees a visual of her system and then (2) receives visual and audible instructions to complete the installation. reference.

The customer is pleased with her purchase and the ease of the installation. The Company has achieved first-call resolution, improved customer experience, and has averted a call with a live agent or worse, a returned sound system and a lost sale. The customer’s goodwill is priceless. The savings with self-service is more than 15 minutes of live-agent time.

Improve Your KPIs

Businesses monitor key performance indicators (KPIs) to reduce costs and improve revenue while enhancing support services and increasing customer loyalty. ChoiceView improves KPI metrics such as call containment, first-call resolution, transfer/escalation rates, quality scores, satisfaction and loyalty scores, average handle time, sales results, agent satisfaction, and staff turnover.

Support Your Field Staff and Customers

License ChoiceView Live Agent for contact center agents and the ChoiceView Visual IVRs and Phonebots for automated systems. ChoiceView sends your existing graphics, documents, and video snippets. You can also use the ChoiceView REST API and the ChoiceView Twilio and Amazon Connect functions to add visual capabilities directly to your existing systems.