Help is in hand: Leviton remote assistance
Electrical wiring equipment maker Leviton announced significant enhancements to its technical support capabilities with the introduction of the Salesforce Visual Remote Assistant.
“With this software tool, builders, contractors and homeowners can connect with Leviton technical service representatives via video directly from their mobile device,” said the firm.
The software allows technicians, installers or homeowners to transmit live video and images of technical issues from the field while consulting with a remote expert.
“With visual access to enhance troubleshooting and diagnoses, our technical service team is even better equipped to guide customers quickly and clearly through the process of resolving issues,” said Brian Avery, senior manager, technical services, Leviton.
The company said the Visual Remote Assistant benefits builders and electricians by improving first-time resolution rates, cutting operational costs and reducing training time.
“This is particularly helpful with the installation, set-up and use of more technically advanced products,” said Avery.
By visually observing the issue, the service representative can immediately understand the customer’s problem and expedite a solution by walking the customer through the answer to their question, said Leviton.
The remote assistant does not require users to download an app, said the company.
When visual assistance is needed, customers are sent a text message or email to their smart device containing a secure link that will directly connect them to a member of the Leviton technical service team.
For privacy and security, the link is a one-time use code which expires following the completion of the support session.
Founded in 1906, Leviton, based in Melville, N.Y., meets the needs of today’s residential, commercial and industrial customers globally. From electrical, to lighting, to data networks, and energy management.