Virgin Media is launching a new service that will allow customers to see how far their technician is from reaching them.
The location technology provided by Glympse as part of a wider rollout through parent company Liberty Global. It is already used by operators such as Sky, Rogers, Charter and Verizon; as well as in the motor industry where it has been adopted by Ford, Volvo and Mercedes-Benz.
Neil Bartholomew, Executive Director, Consumer Customer Operations at Virgin Media said: “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. 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.”
Initially Virgin customers in Liverpool, Guildford and the Cotswolds will have access to the service ahead of a wider rollout in the autumn. They’ll be able to keep track of their technician through real-time updates on their smart phone, tablet or computer.
Alex Read, Europe Director at Glympse said: “We are delighted that Virgin Media are using our platform to further raise the bar in customer experience, and bring customers and technicians closer together to make missed appointments a thing of the past. Our innovative digital platform gives Virgin Media customers the most up-to-date information about their appointment in a convenient and easy to use way, eliminating the pain of waiting but not knowing when a technician will arrive.”
The technology can reduce the number of missed appointments by up to 10 per cent and has been welcomed by customers and technicians who use it around the world.
