Lippert Implements VRA Technology to Innovate, Improve
ELKHART, Ind. — Lippert Components Inc. (Lippert), announced the launch of an all-new Visual Remote Assistant, an innovative technology that greatly improves the Lippert customer care experience, according to a release.
The Lippert Customer Care Center has launched the Visual Remote Assistant, or VRA, and is leading its respective industry with advanced and new technology that allows customers to quickly and easily communicate with support staff through video conferencing and photos when getting technical support, ordering parts or requesting warranty.
“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.”
The technology also allows Lippert support staff to highlight and circle areas on the customer’s screen while having a video conference, which can help customers to identify parts and pieces that may be otherwise difficult to see or locate.
“We can point out areas on their screen and help the customer to identify the problem they’re experiencing with their boat or RV. They can also share photos from a past time and date, so if they aren’t able to call immediately, they can show us what issues they experienced at a previous time,” Lacey said.
The implementation of this all-new VRA technology is a point of pride for Lippert and its Customer Care Center staff, as helping people and providing the best products and experiences are Lippert core values.
“Wherever, whenever — we’re here for our customers and there to support them,” said Joyce Schofield, Vice President of the Lippert Customer Care Center. “We’re here for you, whether you need a visual assistant or when calling 432-LIPPERT over the phone.”
Source: https://rvbusiness.com/lippert-implements-vra-technology-to-innovate-improve/
