Guided video reduces unnecessary visits by making the request visible before it is scheduled. A proportion of service requests turn out to be a setting, a reset, a consumable, a user question or a fault outside the service scope. These can be identified and handled remotely once someone in the service team can actually see the situation.
The visits that are usually avoidable
Across service operations, the recurring categories look similar.
- A control or setting that can be corrected by the customer
- A fault that clears with a guided reset
- A consumable such as a filter or a battery
- Equipment that is not covered by the contract
- A request that belongs to a different party entirely
Why asking for a photo is not enough
An open request for 'a photo or video' produces inconsistent results. Guided capture prompts for the specific evidence the decision requires, which is why the submission is usable rather than merely present.
What to measure
Track the share of requests resolved without a visit, the share of visits that required a second attendance, and the reasons recorded for both. Use your own figures rather than industry averages.