The integration addresses challenges such as high call volumes, lengthy resolution times, and the complexities of remote diagnostics. By leveraging advanced visual assistance technology, Viessmann aims to streamline issue resolution, reduce technician dispatches, and improve customer satisfaction.
Transforming Technical Support with Real-Time Visual Assistance
TechSee’s platform enables support agents to provide real-time, visually guided troubleshooting to customers, often resolving issues without the need for an on-site visit. This approach has accelerated diagnostic processes and allowed agents to address problems more accurately.
"The visual assistance was invaluable for the installation. This demonstrates that remote technical support is also an enabler for sales when operating as a premium brand," said Christian Ernst, Partner Service Application Specialist at Viessmann Climate Solutions.
Positive feedback from both customers and support agents underscores the effectiveness of the platform. Customers value the immediate support, while agents appreciate the tool’s intuitive interface and fault-detection capabilities.
Global Rollout and Impact
Following a successful Proof-of-Concept phase at its UK site, Viessmann has expanded the use of TechSee to five additional countries. Key performance indicators (KPIs) achieved include improved first-diagnostic accuracy and a reduction in field technician dispatches.
This success highlights Viessmann’s commitment to adopting innovative solutions that not only enhance operational efficiency but also improve the overall customer experience.
About TechSee
TechSee specializes in visual customer service solutions powered by artificial intelligence (AI) and augmented reality (AR). Its platform integrates computer vision and machine learning, enabling service teams to provide real-time assistance via customers’ smartphone cameras.
Serving over 1,000 enterprise clients in 53 countries, TechSee has been recognized as a Gartner Cool Vendor in Customer Service and has received multiple industry awards. Headquartered in Tel Aviv, Israel, the company also operates offices in New York, London, and Madrid.