Challenge

Reliable and consistent connectivity is key for today’s digital customers. When internet and TV services are not working properly, customers want their provider to solve the problem immediately. However, it’s often difficult for the customer service representative to trouble-shoot the problem as many customers struggle to explain their specific situation or carry out technical procedures to solve the problem.

The challenge? Solving customer issues by phone takes a long time and frequently requires costly technician visits for problems which could be solved remotely.

The opportunity? Use new digital solutions to improve customer and employee satisfaction, while at the same time become more cost effective.

What Accenture did

VodafoneZiggo and Accenture partnered to deploy Visual Customer Support, a cutting-edge, innovative solution enabling customers to share photos via their smartphone with customer service representatives for a quicker resolution of their issues.

VodafoneZiggo wants to provide its customers with great experiences that make their lives simpler, better, and more fun. As strategic partner in driving digital innovation, Accenture introduced TechSee, a start-up from the venture eco-system that pioneers the use of visual customer support.

How does it work? The agent invites the customer to a one-off, secure session via SMS, without needing to install an app. The customer takes a picture of the equipment, and then receives instructions that resolve the issue.

People and culture

Changing technology is one thing. Changing behavior is the real challenge—and that’s what we jointly achieved. Working closely with agents and supported by a proven change approach, a specifically developed toolkit and lessons learned, we created enthusiasm and got contact center agents to quickly adopt the new way of working, driving both customer and employee experience.

After a successfully concluded pilot at the end of 2016, we scaled visual customer support to more than 2600 agents in 2017. This drives actual results that matter, but also resulted in an embedded and sustainable capability within the organization to further build on this.

Value delivered

10pt increase in NPS and customer satisfaction

An increase in customer satisfaction as shown in the Net Promotor Score (NPS) that has improved by up to 10 points when the new way of working was applied.

26% fewer technician visits

A reduction of technician visits to customers' homes by up to 26 percent for specific use cases (e.g. in-house cabling) with an increase in first-time fix (less customers are calling back).

Enhanced employee experience

Customer care agents using the technology are enjoying a more productive and natural way to communicate with their customers and to help solve their problems.

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