Virgin Media customers will soon be able to keep track of exactly when technicians are due to arrive through real-time updates on their smartphone, tablet or computer.
The new service will give customers important details about their appointments, starting with a reminder the day before and continuing with live updates right up until the technician arrives. The service has been designed to reduce uncertainty and improve customer satisfaction.
“We know that waiting at home for a technician can be frustrating, even more so when you don’t know when they will actually get to you,” Neil Bartholomew, executive director, consumer customer operations at Virgin Media, said. “Customer expectations are always increasing and this powerful new tool will provide clear, simple and transparent information to help our customers plan their day better and make it as easy as possible to get on with their busy lives.”
When customers book a service appointment they’ll receive a unique link providing them with live updates and the latest information about their appointment. They’ll get their technician’s name, estimate time of arrival (right down to the minute – including any traffic that could cause issues) and a live map so customers can track down the technician’s progress when they’re on their way. This will help make sure that customers and technicians are both in the right place at the right time.
The proven technology can reduce the number of missed appointments by up to 10 per cent. Initially customers in Liverpool, Guildford and the Cotswolds will have access to the service ahead of a wider rollout in the autumn.
Find out more on the Virgin Media website.