CareAR, A Xerox Company’s Post

Technology adoption is the most challenging part of operational transformation. I recall, my Six Sigma mentor saying, "The most difficult process to change is the one that is working". Every organization's processes are working, including the kludgy ones. The challenge is addressing the disruption that will occur when you introduce technologies to achieve improvements. Listen to what the CES executives have to say about how they approached this critical part of their digital transformation journey.

🎯 5 Ways Video is Transforming Customer Support Stop asking customers to "describe the problem" when they can show you instead. Here's how leading companies are using video support: 1. Product Assembly Support Help customers set up complex products with visual guidance 2. Technical Troubleshooting See exactly what's wrong, diagnose faster 3. Quality Verification Document product condition for warranties and returns 4. Remote Inspections Save on site visits with virtual checkups 5. Training & Onboarding Show, don't tell, for better customer education 💡 Pro tip: Companies using video support see 46% faster resolution times Ready to transform your customer support? #CustomerSuccess #Innovation #CustomerExperience #Support

Did you know that companies using video support see a 46% faster resolution time? From product setup to troubleshooting, quality checks, and remote inspections, it’s all about showing, not telling. Video is transforming customer support, making interactions faster, clearer, and more efficient. Are you ready to take your customer experience to the next level? 🚀 #VideoSupport #FasterResolution #ClearerUnderstanding #ROI #CustomerSupport

❌ “But I read on the forum that…” 🤔 Let’s discuss the “forum customer.” Here is the more common and unfortunate path of a forum customer. 1️⃣ Customer self diagnosed their vehicle via a forum 2️⃣ Shop installs the component the customer deemed problematic 3️⃣ The problem remains, the customer feels cheated, and now doesn’t feel liable to pay for the component replacement 4️⃣ The customer (or shop) is out $X for the part swap and a diagnostic still needs to be authorized and conducted Not a great road for all involved. Here’s the thing. Forum customers are often enthusiasts. Enthusiasts can be difficult to work with in a service facility. (Don’t hate me for this please 😅) As a service advisor what you must do with these customers is what you do with any customer. Match their vibe. Talk about that forum. Discuss what your customer is thinking. Try to learn something from them. (Hint hint 😉) Then explain a little of what you know. And explain why a diagnostic is the best first step. Say something like: “I hear you, that forum sounds super accurate to what I see here on the daily basis. But I have also seen your concern turn out to be a bad xyz. So out of respect for you I’d really like to offer that my technician runs a diagnostic just to make sure it’s what we are thinking it is.” Level with that customer. Applaud their knowledge. Then alighn and offer a valuable service out of respect. Trust, respect, the feeling of control. (Yes this again.) ✅ Trust: You learned a little from the customer, that helped you gain trust. ✅ Respect: You complemented your customer knowledge and offered a service out of courtesy, that helped you gain trust. ✅ Feeling of control: You offered the diagnostic rather than dictated it, that gave your customer that feeling of control. ✅ I hope you’re all catching on that these lessons follow similar principles with various applications. 😉 —— I’m Chris Craig. I create daily educational and coaching content for automotive employees. TikTok: https://lnkd.in/eMMVEWpC YouTube: https://lnkd.in/eTmW3WPS #serviceadvisor #technician #servicemanager #fixedops #learninganddevelopment #teambuilding

Its much more of a department, its a culture that must be adopted. True excellence in customer and technical support isn't confined to a single department—it's a mindset that permeates the entire organization. When every team member, from the front line to the C-suite, embraces a culture of support, we transform customer interactions into lasting relationships. Let's foster an environment where helping our customers is everyone's priority and where exceptional service is the norm. 😁 #EX #CustomerSupport #TechnicalSupport #Support #CustomerExperience

Field service enablement is a tech-driven discipline that focuses on refining work order management, overseeing mobile workforce activities, and guaranteeing the strategic distribution of resources. All of this is made possible with modern technology, particularly portable tech such as mobile devices, which have enabled field service teams to access real-time information, utilize dynamic routing and scheduling, and improve communication between team members and customers. For a business, field service enablement is an investment in maintaining high customer satisfaction and containing costs by ensuring field service teams have the right product and customer information at all times. How does it work? Read Michael Prom's blog post (and try our new interactive demo!) here: https://lnkd.in/encXFgWi

Empowering customer success teams with specialized enablement is crucial for driving growth and satisfaction. In this insightful discussion, I share the importance of tailoring information to individual needs and the role of sales skills in customer success. #CustomerSuccess #Enablement #SalesSkills #TeamDevelopment https://lnkd.in/gUQUe4_P

Empowering customer success teams with specialized enablement is crucial for driving growth and satisfaction. In this insightful discussion, our CEO, Roderick Jefferson shares the importance of tailoring information to individual needs and the role of sales skills in customer success. hashtag #CustomerSuccess #Enablement #SalesSkills #TeamDevelopment https://lnkd.in/g3mSXk-p

💡 Effective issue resolution with a practical systematic troubleshooting approach! In our computer-based simulation workshops, we equip your teams with the tools they need to tackle technical issues head-on. The simple but powerful four-step approach enables your team to identify and resolve issues efficiently and effectively, providing a more seamless experience for your internal and external customers. By aligning teams and streamlining processes with a common language and practical approach, we empower your teams to deliver world class troubleshooting, leaving customers happy and on their way in no time! Let's work together to achieve excellence in issue resolution and customer satisfaction. 🔧💻💡👩💻 e2eproblemsolving.com #Fun #Teamwork #Troubleshooting #Learning #CustomerSatisfaction #ProblemSolving The Troubleshooting Experience (TEx) Craig Wellington #IncidentManagement #ProblemManagement

Day 84/100: Kutty Story, Periya Lesson! "Customer Support Mastery: Real-World Applications" Today, I learned: How to identify reliable sources for technical assistance When to escalate issues for swift resolution Effective communication strategies for support teams Efficient issue resolution techniques Best practices for managing support tickets and work orders Practical Takeaways: Document client interactions for seamless handoffs Use ticketing systems for organized issue tracking Collaborate with internal teams for knowledge sharing Stay updated on product releases and industry trends Real-World Scenarios: Resolving client connectivity issues Use tracert and ping to identify network problems Collaborate with network teams for resolution Communicate progress and solutions to clients Enhancing customer experience Proactive issue resolution Personalized support for premium clients Regular feedback and improvement Join the 100-day learning journey! #CustomerSupport #TechnicalAssistance #IssueResolution #SupportDesk #CustomerSuccess #ITProfessionals #LearningJourney Tomorrow's goals: Implement new support strategies Share knowledge with team members Keep learning, growing, and sharing! Additional hashtags: #CustomerCare #TechnicalSupport #ProblemSolving #CommunicationSkills #Collaboration #ProductKnowledge #IndustryTrends #ProfessionalDevelopment