Telepresence customer service is an innovation that has become more relevant in recent times due to the COVID-19 pandemic.
Telepresence allows online customer service through video conferencing in real time.
This enables people to have a closer and more personalized experience with service representatives, without having to physically visit a store or service center.
It has been used in a variety of sectors, including banking, healthcare, and retail.
Habits of daily life
In banking, for example, customers can make inquiries about their accounts and receive financial advice in real time via video conference with a financial adviser.
In healthcare, telepresence can be used to provide online consultation and diagnosis.
In retail, customers have access to advice on products and services via video conferencing.
This modality helps companies reduce costs and improve efficiency.
By allowing customer service representatives to serve consumers online, businesses can reduce the need to have a large number of staff in one physical location.
This can result in decreased rental and infrastructure values.
Plus, they can serve multiple customers at the same time, which can improve efficiency and reduce wait times.
Points to consider
It is important to recognize that telepresence care is not appropriate for all situations and there may be technical and infrastructure limitations.
For example, people may experience technical or connectivity issues, which will affect the quality of the customer experience.
Additionally, telepresence care may not be suitable for situations where physical contact is required, such as medical care.
Each PYME will have to evaluate in which instance of the process the use of this modality favors it.
To see published note here.
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