Customers get support without an in-home visit
TDS Telecom (TDS®) is launching an important new safety tool to help provide remote, real-time customer support. Starting today, TDS technicians can perform installations and help troubleshoot service-related issues without ever having to make an in-home or in-business visit.
“The coronavirus pandemic has made communications services more essential than ever,” says Andrew Buchert, vice president of Field Services for TDS. “This tool allows us to make installs and help customers stay connected while taking safe distancing precautions for the sake of our employees and customers alike.”
Utilizing a video software tool created by TechSee®, TDS technicians can connect to a customer’s mobile device remotely to share images and video. This allows customers to receive real-time technical support without a technician crossing the threshold. TDS has been piloting the virtual tech visit technology for several weeks and it is now available in all TDS serving areas.
“The feedback we received from customers during our trial of this new tool was overwhelmingly positive,” says Buchert. “It’s incredibly easy to use and customers are getting the assistance they need without having someone in their home or business.”
At a service call, the TDS technician will contact the customer and ask if they would like to use the new smartphone-based tool. The technician then sends the customer a text message that contains a link. When the customer taps on the link, the tool opens in a web browser, without the need to download an app.
The customer can share pictures or live video while the technician remains on site, but outside the home or business during the call providing assistance at a safe distance. Using Augmented Reality guidance the technology also allows technicians to draw or circle areas on the images to help guide the customer. While not every customer visit can be resolved using TechSee®, the vast majority of customer contacts can be substantially reduced resulting in a win-win for all parties.
The rollout is the latest way TDS is helping customers stay connected during the global pandemic. TDS also signed the “Keep America Connected” pledge initiated by the Federal Communications Commission Chair Ajit Pai. The pledge allows TDS to defer customer disconnects and the company is waiving late fees for anyone impacted by the Coronavirus pandemic. TDS recently extended its commitment to the pledge until June 30.
For more information or to request a new installation or service call, please contact us at 1-888-225-5837.
TDS techs tried out TechSee and here’s what one had to say:
“This will be a great tool to use for visits to customer homes,” says Alex Oppedahl, field service technician, who has been trialing the app. “I had a customer that was very pleased we are taking the initiative and finding solutions to work with the current circumstances. If an individual can operate a smartphone and do a Skype or FaceTime call, they are more than capable to work the TechSee service.”
This video about Verizon’s implementation of TechSee shows how it works: