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TechSee study finds increasing consumer demand for remote technician support

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TechSee study finds increasing consumer demand for remote technician support

TechSee Releases Consumer Study of Field Services During COVID-19 Pandemic

Consumers want remote tech support even after pandemic

March 16, 2021 - TechSee, a global leader in Computer Vision AI-enabled visual assistance, has released the results of a U.S. consumer study of field service expectations during the COVID-19 pandemic. The study found that 65 percent of U.S. consumers have required technician assistance during the COVID-19 pandemic. This is a substantial increase from a previous survey conducted in May, when 37 percent of consumers required technician assistance.

 

Consumers are still cautious about technician visits. 65 percent of consumers agree that they would rather avoid technician visits due to safety concerns unless absolutely necessary. One in eight (12 percent) of consumers said that they would avoid the visit at any cost. Additionally, 44 percent of consumers claim they would prefer to resolve more issues by themselves than before the pandemic due to safety considerations. The high demand for remote assistance is still evident, with more than half (52 percent) of U.S. consumers willing to complete more remote guidance tasks due to safety considerations. Forty two percent of consumers indicated that they would prefer to get remote support and avoid technician visits even after the pandemic.

 

Of the respondents, 61 percent of those needing assistance said that the support was provided remotely in some manner – either over the phone (29 percent), video chat (17 percent) or with the technician dropping off equipment at their home and guiding them from a distance (15 percent).

 

TechSee, which is currently partnered with Verizon, Vodafone, Sky, Virgin, Altice, Orange, and Liberty Global to bring remote visual assistance to tens of millions of customers, conducted the 921-person consumer poll to analyze customer preference to service during the COVID-19 pandemic.

The full study can be found here: https://techsee.me/resources/surveys/january-edition-survey-customer-expectations-of-service-delivery-during-covid-19/


TechSee

TechSee revolutionizes the customer service domain with the first visual engagement solution powered by Computer Vision AI and Augmented Reality. It enables enterprises around the world to deliver better customer assistance, enhance service quality and reduce costs. The company is headquartered in Tel Aviv with offices in New York, London and Madrid.