8×8 has launched 8×8 Remote Fix so that housing providers’ contact-centre agents can escalate tenant interactions to video using a real-time, secure video link to visually address and resolve problems.
By offering tenants the option for video escalation to show on-site problems, agents are better equipped to remotely assess repairs and maintenance requests for more first-time fixes and fewer unnecessary on-site visits.
Mohammed Zabir, director of technology and delivery, Platform Housing, said, “With winter approaching and the expected increase in tenant requests, being able to prioritise and assess what’s needed for each request is vital.
“With 8×8, our agents can escalate tenant interactions to video support, allowing them to determine whether it’s a problem that can be fixed remotely or needs on-site support. Since deploying 8×8’s video capabilities, we’ve been able to remotely fix or re-evaluate almost a third of reported problems quickly, saving time and money.”
Jamie Snaddon, managing director for EMEA, 8×8, said, “Video escalation through 8×8 Remote Fix allows housing providers’ agents to properly assess fixes that can be done remotely or, for issues that require on-site visits, to determine what exactly is required to fix an issue in terms of equipment, expertise and more.”