Customer support plays a crucial role in the telecom industry, influencing customer satisfaction, retention and the overall customer journey. With evolving technology and rising consumer expectations, traditional customer service methods can no longer meet the demands of modern users. Openscreen is collaborating with telecom businesses to revolutionize customer support through QR Code activated support on gateway devices. This innovative solution provides end customers with a digital mechanism to complete self-installation and troubleshooting while ensuring the entire experience is contextual to the specific device that the individual is scanning.

The Evolution of Customer Support in Telecom

The telecom industry has seen significant advancements over the years, but customer support often lags behind. Lengthy wait times, complex IVR systems, and ineffective solutions plague many customer service models – along with outdated websites with lengthy text passages and older imagery. In today’s fast-paced world, customers expect quick and straightforward answers to their issues as well as contextualized answers based on their support challenges.

Introducing Point of Interaction, Device Centric Support

Openscreen’s collaboration with telecom companies showcases how digital support can be offered when it’s needed most, at the specific point of interaction. This innovation allows customers to access device-specific support resources directly from their gateways simply by scanning a QR Code placed on the device. This approach is transforming how telecom companies like Novus Entertainment Inc., and Xplore Inc., interact with their customers, making support more accessible and efficient. Both businesses have been able to get live within 60 days and have seen very positive results.

Enhancing Customer Self-Installation

One of the most significant benefits of device specific support is its impact on customer self-installation. Traditionally, setting up new devices or services involves complicated manuals and historically has sometimes even required professional assistance. Enterprises can take advantage of Openscreen’s platform to create, edit, and manage curated mobile-first microsites at scale with powerful analytics. The end result is a more contextual digitally enabled customer experience, with features such as:

• Simplified Instructions:

Scanning the QR Code provides users with easy-to-follow step-by-step guides, eliminating the need for bulky and confusing manuals. This also saves on paper costs because the information that once lived on millions of paper sheets can live digitally behind the QR Code

• Instant Access:

Customers can access setup instructions & curated troubleshooting resources immediately with a simple QR Code scan, reducing frustration and saving time.

• Step by Step Interactive Support

QR Codes can link to interactive content that guides users through the installation process, ensuring a smoother experience. Openscreen’s step by step support methodology allows businesses to understand where their users are in the customer journey, which leads to continuous microsite updates & refinements.

Streamlining Troubleshooting

Troubleshooting technical issues can be a daunting task for customers. QR Code activated support streamlines this process by providing:

• Direct Links to Solutions:

Scanning the QR Code takes customers directly to relevant troubleshooting flows and device FAQ’s, which allows them to solve their problem more quickly and easily.

• Contextual Assistance:

QR Codes can direct customers to specific resources based on their device and issue, providing targeted and effective support and ensuring customer care managers understand the exact customer issues that can be addressed.

Immediate Help When Needed

Despite the best self-installation and troubleshooting tools, some issues still require professional assistance. QR Code activated support ensures immediate help is always available:

• Links to Live Chat and Immediate Support with Context

Customers can easily access live chats with support agents directly from their devices, receiving real-time assistance.

• Seamless Escalation & Integrations:

If an issue cannot be resolved through self-help, forms can be set-up in the Openscreen platform to capture user information, notify the responsible entities via SMS and/or email and pass along this information to system that needs it.

The Future of Customer Support in Telecom

The success Novus and Xplore highlight the potential of QR Code activated support to transform customer service in the telecom industry. As more companies adopt this technology, the following benefits are realized:

• Lower Call In Rates & Truck Rolls

• Continuous Support Improvement:
• Customer Empowerment:

By providing customers with the tools they need to resolve issues independently, telecom companies can digitally empower users and modernize the customer experience.

Conclusion

Openscreen Engage’s Point of Interaction support is revolutionizing customer service in the telecom industry. By enhancing customer self-installation, streamlining troubleshooting, and providing contextual help at the point of interaction, this innovative solution addresses the challenges faced by traditional support models. The success of Novus and Xplore demonstrate the significant benefits of this technology, paving the way for its wider adoption across the industry.

Telecom businesses looking to improve their customer support should consider integrating product centric digital support into their strategies. By doing so, they can enhance customer satisfaction, reduce support costs, and stay ahead in a competitive market. To learn more about how Openscreen can help augment your support processes, contact us at sales@openscreen.com.

Facility Management, is defined as “an organizational function which integrates people, place and process within the built environment with the purpose of improving the quality of life of people and the productivity of the core business.”.  Put plainly, it serves as a discipline to ensure that the buildings and structures around us work for us in a safe, efficient and seamless manner, among other things.

As technology evolves, and we aim to digitize experiences and drive efficiency, Point of Interaction solutions can be used to dramatically advance and improve the practices and processes in Facility Management.

What is a Point of Interaction Solution?

A Point of Interaction solution is a digital process that is contextually created for a specific item, place or time where a person is interacting.   To illustrate, let’s consider a residential building with fifty units.  If there is an issue with one tenant’s dishwasher, a Point of Interaction process might provide a digital customer support experience tailored to that unit, that appliance, or even the combination of the two.  A Point of Interaction process for that unit and appliance might simply ask for information about the issue that the tenant is having, as the POI process already knows what the unit number and appliance model for the tenant.

Leveraging QR Codes as an Enabling Technology

How can a residential building build a custom, portal for every unit-appliance combination in a building?  Would that require 50 different customer sites for 50 different appliances in 50 different units?  Well, not really (but kind of), as the implementation is easier than you’d think, with the use of QR Codes.

QR codes offer a quick, intuitive way to manage assets, tasks, and personnel interactions within a facility. By assigning a unique QR Code to every asset, room, or service point, facility managers can enable instant and contextual processes for any and every individual Point of Interaction.  Customers would arrive at the same issue management microsite, but the unique QR Code they scanned could encapsulate unique information, like the unit number and appliance make and model.   That way, the customer information is passed with the service ticket, accurately and instantly every time.

Samson Waters:  Point of Interaction Support in the Hotel Industry

Samson Waters is a leading provider of luxury short term stays in Mexico.  An innovator in their space, they provide Point of Interaction QR Codes and customer support microsites. Guests of Samson Waters can scan a QR code to report an issue with their room or request additional services or view information about tours in the area.  QR Codes are serialized and coded to a specific guest unit, allowing Samson to provide a curated, concierge like experience and get valuable data on who is interacting with their platform.  This direct connection at the Point of Interaction streamlines communication, speeds up issue resolution, and enhances overall customer satisfaction

Openscreen Track for Facility Management

Openscreen Track is the leading platform for powering one-to-one, serialized Point of Interaction solutions.  Leveraging a powerful yet intuitive workflow management platform, business users in can drag-and-drop to create processes for Facility Management and then generate serialized QR Codes that are paired to specific assets, items and locations to make Facility Management digital and seamless.

Conclusion

Facility Management encompasses so many different aspects of managing the many thousands of ways we interact with things at the places we live, work and play, every day.   Point of Interaction support can be used for waste management, maintenance, replacements, new purchases and repairs to streamline and digitize processes that are complex, manual and imprecise.

We are just at the beginning of how Point of Interaction platforms like Openscreen Track are going to be used to support people when they are interacting with the facilities they rely upon most, and the use cases grow every day.