Laboratory gas generation specialist Peak Scientific has joined forces with SightCall to provide its customers with remote technical assistance to those using its generators, as well as technicians servicing generators in the field.
Announcing the collaboration on Wednesday (14th July), the duo said that customers who contact the technical support desk for service questions will be routed to a SightCall video session that is integrated into Peak Scientific’s Zendesk customer service platform.
On the launch, Jason Chapman, Sales Director, UK at SightCall, said, “We’re excited to partner with Peak Scientific to support their digital transformation.”
“By helping their experts accurately diagnose and troubleshoot problems in real time, they can minimise service interruptions, resolve issues quickly and efficiently for their customers, and super-charge their already stellar service experience.”
Through its partnership with SightCall to deliver Visual Support, Peak Scientific has been able to maintain business continuity, improve customer service, and deliver the technology and resources its engineers need to complete tasks effectively.
The company has said that adoption and feedback from its engineers and customers has been incredibly positive, with more than 97% of customers that used SightCall saying it was helpful and easy to use, and they would use it again.
Commenting on the company’s new offering, Mike Hughes, Global Service Delivery Manager at Peak Scientific, said, “Service is a top priority for Peak Scientific.”
“Offering Visual Support via the SightCall application will close the distance between us and our global customer base, allowing us to accurately diagnose problems remotely and support on-site technicians. During the test period alone, we’ve achieved a 97% first-time fix rate.”