In the field services industry, truck rolls—when technicians are dispatched to a site to inspect, diagnose, or resolve an issue—are often one of the most significant operational costs. Whether your business serves consumer electronics, home appliances, industrial tools, or telecommunications, reducing the frequency of truck rolls has clear financial and operational benefits. Leveraging visual tools to pre-inspect and diagnose issues can revolutionize how field service teams approach customer support. This strategy minimizes unnecessary site visits and optimizes unavoidable ones, driving efficiency, reducing costs, and improving customer satisfaction.

In today’s fast-paced, customer-driven world, the right technologies can make or break your business. As companies across industries evolve, those that fail to incorporate new technologies into their budgets risk falling behind. While it may be tempting to stick with what’s familiar or to delay investments in cutting-edge solutions, doing so could put your business at a competitive disadvantage. The companies that thrive proactively budget for the tech innovations driving customer experience (CX), operational efficiency, and growth.

Here’s why building new technologies into your budget isn’t just a forward-thinking strategy—staying competitive and meeting the demands of an increasingly digital-first world is necessary.

In a world where customer experience (CX) has become a primary competitive differentiator, how businesses allocate their CX budgets can make or break their success. While companies once viewed customer service as a reactive function, modern customer experience is a dynamic, tech-driven component of a brand’s overall strategy. But here’s the big question: Is your CX budget stuck in the past, or are you making forward-thinking investments that reflect the realities of today’s digital-first world?

In the hustle to develop new products, attract customers, and drive sales, companies often overlook one crucial factor: after-sales support. When budgeting conversations arise, after-sales can sometimes get reduced to a line item that receives minimal attention. Yet, in an era where customer experience is everything, treating after-sales as an afterthought is a missed opportunity. Here’s why after-sales should be front and center in your budgeting discussions and how investing in it can drive customer satisfaction and long-term business growth.

In an age of digital transformation reshaping every industry, product support is also evolving. Traditional product support methods are increasingly giving way to more dynamic, interactive, and user-friendly approaches. Among these, visual-based product support is a potentially revolutionary method. This article explores how visual-based product support is poised to become product companies’ future customer service.

The decisions you make regarding technical support tools—whether proactive or reactive—will directly impact your business. Whether you budget for the right support tools or choose to skimp on them, you will pay for your choices, one way or another. The question is: Will you pay in ways that drive value, improve efficiency, and enhance customer satisfaction, or will you pay through higher costs, inefficiencies, and frustrated customers?

When a potential customer decides to purchase, your product’s features often steal the spotlight. Advanced capabilities, sleek design, and innovative functions grab attention and convince customers to hit “buy.” However, once that purchase is made, the game changes. While features may initially drive the sale, the quality of after-sales support determines whether that customer will stick around.

In the rapidly evolving customer support landscape, visual-based tools are becoming essential for companies aiming to enhance their service quality and efficiency. Whether addressing real-time issues or managing asynchronous support requests, integrating visual elements can significantly improve the customer experience and operational efficiency. This article delves into practical strategies for integrating visual tools into your customer support framework, ensuring your team stays ahead in a competitive market.

COVID-19 has accelerated the adoption of video tools for customer service. Research found that 76% of European consumers plan to use video to contact businesses just as, if not more, often after the pandemic is over. There is a wide range of reasons why video for customer support is becoming an essential service. This article will dive into what we see as the top five reasons why video support is the future of customer service.