Operations

About BlinkIN :There are inherent limitations in traditional assisted tech support models. While support employees may be well trained, highly technical, empathetic, and have strong communication skills, they still are limited by the actual medium of audio phone support. They cannot see what the customer sees and are limited to how customers explain and describe a technical problem and environmental issues. Augmented live Video support has the capability of completely changing… Show more About BlinkIN :There are inherent limitations in traditional assisted tech support models. While support employees may be well trained, highly technical, empathetic, and have strong communication skills, they still are limited by the actual medium of audio phone support. They cannot see what the customer sees and are limited to how customers explain and describe a technical problem and environmental issues. Augmented live Video support has the capability of completely changing this dynamic. BlinkIN (leveraging the ubiquity of mobile devices) is an augmented visual support tool where support agent can connect to the customer using just a video link over the web browser and thus can see into the customer’s environment, allowing them to visually inspect equipment or error messages.The agent is remotely able to hand hold customers and guide them using tools like screen annotations and augmented hand gestures overlayed on customers screen which increases the likelihood of success for walking a customer through a repair or recovery procedure. Thus the customer solves the problem himself without waiting for the onsite arrival of the agent.ROI Impact:20% more call resolution || 17% less technician dispatch || 12% decrease in avg. handling time.|| streamlined productivity || avoiding on-site field service appointments. Results in high cost saving and increases customer satisfaction. Show less