New online tool improves customer service support using video guidance
The key to any aerial rental business’s success is keeping equipment ready to work. Equipped with the new Genie Tech Sight application, the Genie Technical Services & Support team can now troubleshoot technical issues in the field using online video guidance for real-time visual assistance. The app enables Genie to engage in “live” interactions with field service technicians using video-enabled mobile devices, including smartphones and tablets — Android or Apple (iPhone and iPad) powered systems.
When a rental store service tech need assistances while working in the field, they can use the video call feature on this new app to connect with the Genie Technical Service and Support team. The visual component of this app allows rental stores’ service techs to share “what they see” for immediate troubleshooting and response. The Genie team can then interpret and explain what is going on based what is happening on the screen.
“The Genie Tech Sight app puts real-time field service support in the palm of a field service tech’s hand, providing the technical support they need when they need it,” says Bob Bartley, Genie Senior Director of Product Support and Reconditioning, Terex AWP. “Using this app gives Genie technical experts the ability to quickly handle and resolve issues customers are experiencing in the field. It integrates customer service, field service, customer support and video calls all into one.”
Here’s how the new service support app from Genie works:
- Connect with a Genie Technical Services & Support expert via phone, then initiate the app and point camera at the issue
- Chat with a Genie expert to troubleshoot the issue, using the mobile device’s display as a viewfinder
- Pause the video to highlight the issue and follow the Genie expert’s guidance on how to resolve
“With our ability to offer 24/7 technical support online or by phone — and now with the Genie Tech Sight app,” finishes Bartley, “we can help keep our customers’ fleets up and running, meeting the demands at jobsites and building their rental return on investment (rROIC).”