Customers get essential service support without an in-home visit
Bend, Oregon (April 27, 2020)—BendBroadband is launching an important new safety tool to help provide remote, real-time customer support. Starting today, BendBroadband 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 and BendBroadband. “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®, BendBroadband 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. BendBroadband has been piloting the virtual tech visit technology for several weeks and it is now available in all BendBroadband 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 BendBroadband 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 and BendBroadband 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.
For more information or to request a new installation or service call, please contact us at 1-541-803-8090.