Wednesday, 05 May 2021

Consumer study shows increased desire in remote tech support even after pandemic

posted by TechSee
Tuesday 16 March 21

Visual assistance company TechSee, has released a new U.S. consumer study regarding field service expectations in today's pandemic world. The study found that 65 percent of U.S. consumers have required technician assistance during the COVID…

Visual assistance company TechSee, has released a new U.S. consumer study regarding field service expectations in today's pandemic world. 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 findings of the survey can be found here: https://techsee.me/resources/surveys/january-edition-survey-customer-expectations-of-service-delivery-during-covid-19/


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