Roadside assistance is an industry where customers expect quick and efficient solutions to their problems, especially during high-stress situations such as vehicle breakdowns. However, traditional support models often involve customers describing their issues over the phone, leading to language, technical, and logistical barriers that can be frustrating and time-consuming for both parties.
To address these limitations to the traditional support model, companies are leveraging new technologies such as remote video support. By allowing the remote technician to visually see the incident that the customer is experiencing, they can more accurately diagnose issues and reduce the need for multiple site visits.
One example of a company that has leveraged remote video technology is Green Flag, UK's leading roadside assistance and recovery service. By integrating Streem’s remote video technology, they have revolutionized its business to provide faster, more efficient, and more accurate customer support. With Streem, remote technicians can quickly and accurately locate customers using GPS and visually examine the issue using augmented reality (AR) tools like the laser pointer. This has dramatically improved the efficiency of problem-solving and resulted in resolving roadside incidents without the need for the technician to travel. The integration of Streem has allowed recovery vehicles to be dispatched with the necessary tools and information on the first attempt, reducing wait times for customers and improving their overall experience.