UK: Panasonic Heating & Cooling Solutions has expanded its technical helpline with a larger team and a host of new online tools, including a video support function.
In an effort to help customers when they need it most, the helplines opening hours have also been extended from 08:00 to 17:30 Monday to Friday.
“During these times of change, we all accept that technical call centres and helplines will be more difficult than normal to reach, the impact of staff working from home is understood and in general we all give a little extra compassion to the call handler,” commented Richard Bishop, head of marketing for Panasonic Heating & Cooling Solutions UK and Ireland. “However, we at Panasonic have decided we need to do even better, and as such we have invested in expanding our technical helpline team to improve availability and offer even more support,” he added.
One of the new features is a video support function, enabled by the technical support call handler, it allows the two parties to see exactly what is being discussed and offers real time assistance and advice with regards to what is in front of the installer, and not what the call handler imagines is happening. Panasonic maintains that this can help to remotely diagnose issues, ensure real-time knowledge sharing, and significantly speed up repair rates.
Richard Bishop further added, “We have found that this function has been essential in helping installers and we fully expect to see its use grow over the coming months.”