Bristan Group, parent company of the Bristan and Heritage Bathrooms brands, has announced it is transforming its customer service experience with the rollout of new Visual Remote Assistant (VRA) technology.
The company says VRA will revolutionise the group’s service capabilities. It operates by creating a secure link for the customer to download onto their phone while on a live call with the company’s contact centre. The technology allows the operator to access a live stream or live images of the customer’s bathroom, enabling them to provide instant product identification and service advice. The operator can then annotate the live stream or image to facilitate rapid in-call problem resolution, uploading web links for further advice if required.
Bristan Group believes it will be the first in the industry to introduce VRA in this way. The rollout is part of a wider drive to continue to lead the way in its customer service offer and follows investment in the last 12 months into expanding and developing the contact centre and field service teams.
Steve Forbes, chief HR and customer service officer, said: “The introduction of VRA is a brilliantly simple way to further support our customers and demonstrate our commitment to our Customer First promise. We are continuously seeking to enhance the way we interact with our customers throughout their purchase journey. Over the last year we have seen a substantial reduction in our call waiting times and a significant increase in our Net Promoter Score. VRA is a huge step forward in enhancing the efficiency and effectiveness of query resolution and we’re delighted to be leading the industry in doing so.”
Visual Remote Assistant works without the need to download an app. Contact centre teams send an SMS link to the customer and, by clicking on the link, the customer’s camera is enabled. The technology is based on Artificial Intelligence (AI) and Computer Vision technologies.