Lippert has launched its all-new Visual Remote Assistant (VRA), a technology the company said will greatly improve the Lippert customer care experience.
The VRA is a consumer support platform that works from the web browser of the customer’s smartphone and prevents the need for downloading an app. Lippert’s Customer Care Center team can send a link to the consumer and provide video conferencing in real-time, enabling customers to show support staff the issues they are experiencing through video and photo formats.
“The Visual Remote Assistant will revolutionize the customer service experience for Lippert customers,” said Lora Carleton, business architect overseeing the implementation of the new technology in the Lippert Customer Care Center. “We are leading our industry with this unique and highly useful technology which greatly improves the service we provide to our customers by providing new tools to communicate more thoroughly.”
VRA helps customers quickly and easily communicate with support staff through video conferencing and photos when getting technical support, ordering parts or requesting warranty.
“The VRA is unintrusive and works on the customers’ smartphone, allowing them to show our staff what they are seeing in real-time,” said Lacey Ray, project manager in the Customer Care Center. “They can show us what the issue is instead of having to describe what they’re seeing verbally. The software can even read lengthy and complex part and VIN numbers, which can be hard for customers to provide verbally over the phone.”
Lippert support staff can highlight and circle areas on the customer’s screen while having a video conference. The company said the feature can help consumers identify parts and pieces that may be otherwise difficult to see or locate.
“We can point out areas on their screen and help the customer to identify the problem they’re experiencing with their boat or RV,” Lacey said. “They can also share photos from a past time and date, so if they are not able to call immediately, they can show us what issues they experienced at a previous time.”
