Reducing Customer Tech Support Calls

Anyone who’s tried to build a piece of IKEA furniture can attest to the frustration that comes with lack of good direction. The numerous articles highlighting the many IKEA assembly fails out there are proof enough IKEA’s assembly instructions are clearly lacking. Making it worse are the customer service failures. It’s bad enough to get stuck during assembly – but when tech support can’t make things better, there’s a real problem.

Young Engineer Repairing Equipment At Control RoomIf customers call your business with a problem and your customer service department can’t actually help… you’re costing yourself money. So how do you turn things around?

Better training. From executives to management to trainers to brand new employees, consistent training means everyone is on the same page. And the only way to have consistent training is with a trainer-proof system that can’t be “shortcut” or modified from person to person.

Modern training modalities like 3D Simulation put everyone on a level playing field, letting you open up training to other departments – like customer service, who can be trained for any contingency using nothing more than an iPad.

This simplicity still provides more options than traditional methods. Interactive modules accommodate individual learning styles and proficiency levels without having to host multiple classroom sessions, or keep equipment out of production until all trainees have caught up. So everyone can learn at their preferred pace, refresh as much as needed, and ultimately arrive in the same place – knowledgeable and prepared.

Preparing Forward-facing Employees

With customer service, knowledge is of the utmost importance to meet standard goals of reducing call time. The more complex the issue, the longer the call – and the more revenue lost. Customer service is a non-negotiable department, so it’s imperative to empower these workers with all they need to perform their jobs efficiently and effectively – because each “next step” costs even more.

Consider companies that offer to ship a part, accept a return (including shipping costs), or send an on-site technician if they can’t solve your problem over the phone. How much money do they lose every time they fail to understand and solve a problem? Too much – and unnecessarily.

With the right training, customer service could solve a lot more of the problems coming in – and quickly – without having to resort to more costly fixes.

Leave Nothing Open to Interpretation

If you don’t have time to do it right, when will you have time to do it over? – John Wooden

So what comprises the “right” training – and how do 3D Interactive modules factor in?

Language is a big component – especially for organizations with global workers. How do you ensure nothing gets lost in translation between call center workers in the US and call center workers in Mumbai, or Shanghai, or Germany?

Effective training must transcend language – something 3D simulations do easily by incorporating realistic and accurate representations of equipment. You may not know how to tell someone how to use a wrench to tighten a bolt in another language – but you can show anyone how to do it.  Using simulation technology, you can replicate all on-the-job motions and build muscle memory long before touching actual equipment.

PG&E technicians are using 3D interactive apps to reduce their errors and thereby the need for further ‘technical assistance’. See a video capture of a maintenance technician using an app below:

 “The manual is so confusing but it’s almost impossible to mess up when we use your app. It cut the training time in half and no one blew a diaphragm, we had at least 1 per class.” – PG&E Technicians

Diagrams are another area of confusion eliminated by 3D Interactive training methods. Instead of static drawings that may or may not look like the actual equipment being used, you have access to a 3D representation that can be inspected and manipulated from all sides. The module walks you through the process of assembling or using that piece of equipment in a way a written document just can’t do.

Unifying Your Workforce

Additionally, 3D Interactive training opens the doors to a more cooperative and cohesive team – one with the expertise to assist both customers and each other confidently. This kind of empowerment breeds pride and initiative-taking, creating a more enjoyable place for all to work. And that sentiment absolutely trickles down to your customers – which is a good thing for everyone.

Does your product training allow for visual and interactive ‘hands-on’ instruction? Reach out now to discuss your unique needs!