Lippert has launched an all-new Visual Remote Assistant, an innovative technology that the company said will greatly improve the Lippert customer care experience.
The VRA allows customers to quickly and easily communicate with support staff through video conferencing and photos when getting technical support, ordering parts or requesting warranty, Lippert said.
“The Visual Remote Assistant will revolutionize the customer service experience for Lippert customers,” said Lora Carleton, business architect overseeing the implementation of the new technology in the Lippert Customer Care Center. “We’re leading our industry with this unique and highly useful technology which greatly improves the service we provide to our customers by providing new tools to communicate more thoroughly.”
The VRA is a non-intrusive support platform that works from the web browser of the customer’s smartphone and prevents the need for downloading an app. The Customer Care Center team can send a link to the customer and provide video conferencing in real-time, allowing customers to show support staff the issues they are experiencing through video and photo formats.
“The VRA is unintrusive and works on the customers’ smartphone, allowing them to show our staff what they’re seeing in real-time,” said Lacey Ray, project manager in the Customer Care Center. “They can show us what the issue is instead of having to describe what they’re seeing verbally. The software can even read lengthy and complex part and VIN numbers, which can be hard for customers to provide verbally over the phone.”
