SAN JOSE, Calif.— Blitzz, the live mobile video platform for remote customer support, has announced that it is working with Guardian Protection, a large residential and commercial security company, to launch a new service for the majority of its more than 250,000 Guardian Protection residential customers: Virtual Appointments.The companies explain that Virtual Appointments uses AR to help dealers quickly resolve customer queries that potentially require a service visit, over a live video call. The solution works when a Guardian’s customer care agent sends a link to the Guardian customer via SMS text message. Once clicked, the agent and customer can troubleshoot a system issue together using a live video stream through the customer’s mobile phone camera, without downloading an app like Zoom or Teams. The agent can visually assess the customer’s system and system components remotely and guide the customer in troubleshooting and can also assist the customer in self-installing a previously shipped part such as a replacement battery.
“Blitzz has been a great asset in supporting our goal to provide outstanding care to our customers. They need not take off work or bear the potential cost of an onsite service call. We simply schedule a 30-minute appointment that is convenient. Appointments are averaging 24 minutes in length and 93 percent of issues are successfully resolved. I’m also pleased to say that we are exceeding our goal in the number of customers who accept a Virtual Appointment option,” says Jason Bradley, chief operating officer of Guardian Protection. “When we selected Blitzz for this purpose, we liked that our agents and our customers could connect easily via their smartphone, without downloading and signing-in to an app.”
Virtual Appointments Improves Customer Satisfaction
The result of the new customer service capabilities, according to Blitzz and Guardian Protection, is successful enablement of the security device or full restoration of the system itself. Both companies emphasize that agents and customers can also use AR to draw on the screen in real-time and identify issue-related areas.Blitzz, Guardian Protection point out that Virtual Appointments Delivers several benefits that include:
Happier customers: Blitzz can eliminate having to take time off from work and can save the cost of an onsite service call. It also adds a visual dimension that aids in understanding and resolving system questions and issues.
Increased efficiencies: There are fewer truck rolls and technicians can be more readily available for work at sites where they are most needed, for instance, for a new security system installation or a more complex repair.
Enhanced engagement: By adding a visual aspect to a phone appointment, customers can more easily interact with their system and become more familiar with it; simultaneously, agents are enabled to deliver a more personal experience in serving the customer.
“Guardian Protection’s work is extremely important as they are responsible for keeping their customers safe and protected,” adds Rama Sreenivasan, founder and CEO of Blitzz. “With our live, app-free video support, they can simplify security system maintenance and troubleshooting, to the delight of their customers.”More news from Guardian Protection: Guardian Protection Acquires Vintage Security
