Cox Communications Uses Virtual Assistance to Support Customers While Social Distancing during Coronavirus Crisis
Thursday, April 23, 2020
From helping customers self-install their cable modem to checking their internet and wifi connections, Cox technicians are serving customers in a new way with the launch of On-site with Virtual Assist, a tool to enhance customer service while better protecting customers and employees during the COVID-19 pandemic.
Piloted in California, Cox partnered with Help Lightning, a leading supplier in remote expertise technology, to bring this new service to market nationwide. Now, instead of entering a customer’s home to troubleshoot, Cox technicians can handle service requests from outside. To access On-site with Virtual Assist support, Cox customers simply request help as they normally would through the Cox website or Connect app. A Cox technician then contacts the customer to get their preferred method of communication – i.e. call, text, and/or video chat – and sets up a time to troubleshoot outside of the customer’s home.
If a customer prefers video chat, the Cox technician simply sends the customer a text message with a link to connect. All the customer needs is a smartphone with a rear-facing camera. Additionally, Cox technicians can use augmented reality (AR) to guide customers through in-home setups and common issues like tightening the fitting on the back of a cable box.
The On-site Virtual Assist offering was first available in California an early adopter of shelter-in-place, but is now available in all Cox markets, for both residential and business customers.
“We’ve been investing heavily in our network for years, and On-site Virtual Assist has been a priority for us. As the COVID-19 pandemic accelerated, it was critical to identify and launch a virtual assistance in California sooner than planned so that we could continue serving customers during this time,” said Sam Attisha, senior vice president and region manager for Cox Communications in California. “It’s been great to hear feedback from our techs and customers who said they appreciated working virtually through the app to get the help they needed while maintaining social distancing. Our customers have been great in understanding the balance between health and safety and working with us to keep them connected.”
Cox is working on the next phase of its virtual support model to further enhance remote customer service.
Cox has contributed nearly $8 million in cash and in-kind COVID-19 related contributions throughout its Southern California markets, including San Diego, Orange County, Palos Verdes, and Santa Barbara. For more information on Cox’s coronavirus relief efforts, visit cox.com.