With Video Support via Smartphone, Swiss Post provides support staff with an uncomplicated visual assessment of a customer issue during an ongoing telephone conversation. Using a caller’s smartphone camera, live video can be transmitted immediately and independently of the voice channel, allowing support staff to examine or record a situation. Further useful features like photo, cursor with pointing function, location determination incl. forwarding and live chat with simultaneous translation, as well as an automatically generated session report complete the functional range.
Especially in times of Covid-19, the solution offers a possibility to handle customer concerns without physical presence on site. In the field test for the assessment of damaged mail items, Swiss Post was able to demonstrate a very high level of customer acceptance (acceptance rate of 70%). Customers no longer had to present a damaged item at a branch, but could do so conveniently from home on the phone. This has enabled Swiss Post to increase customer satisfaction and internally reduce processing times for such a claim by up to 20 minutes. Following a telephone call, there is no longer any need to send photos, and the chat function including simultaneous translation means that even language barriers can be overcome and deaf people can be served with the solution. This is an important aspect, as Swiss Post wants to make its solution as accessible as possible to all people and customers. By using Video Support via Smartphone support concerns can be handled faster and immediately digitally, saving resources. Further tests with our business customers from the logistics, service and installation sectors showed early on that the first-call resolution rate in telephone customer support could be increased by up to 25% in certain areas. The solution developed by Swiss Post together with its partner, Corevas GmbH & Co. KG, fulfils all data protection requirements and does not require an app or software installation on the part of the support area or the caller. With Video-Support via Smartphone Swiss Post offers a modern and immediately usable augmented reality support solution for its own processes and customers, the logistics industry and companies beyond.