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Reduce field service visits
Challenge
In organizations where contact center
agents can trigger a truck roll or field
engineer visit, great care needs to
be taken to try to minimize unnecessary
visits. Field service visits can be
even more expensive than product returns,
in some cases. |
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Solution
eGain solution improves your field service
efficiency in multiple ways:
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Ensuring
that the interaction at the contact
center follows best practice diagnostic
procedures to ensure that the visit
is warranted. |
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Providing
the engineer with all the necessary
information to resolve the issue in
a single visit. |
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With simple
integration with device diagnostic and
network tools, eGain solution can directly
interrogate the device and adjust settings
so as to reduce the involvement of the
customer and the contact center agent. |
Typical results
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30% reduction
in unnecessary engineer visits |
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FIND
OUT how an eGain-powered CIH can help telecoms turn customer
service into a true differentiator |
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