“I love calling technical support,” said no one ever.
It takes an average of 30 to 40 minutes for a technical issue to be resolved by customer service. Dublin, Ireland based Sweepr cuts the waiting time drastically with its new platform.
Big tech and home appliance companies usually sort out technical problems through customer service. But it’s often an “expense line item” and an afterthought to the main product or service.
Most IT service reps that handle customers rely on a script.
The process is time consuming and does not guarantee a solid resolution. Sweepr provides technical support to homeowners by driving automation to reduce reliance on call centers.
“The average person has to pick up the phone to their ISP and wait in line to talk to an agent,”Sweepr CEO and founder Alan Coleman.
Sweepr founder and CEO Alan Coleman wants to make things more convenient for customers. Sweepr provides shortcuts to resolve technical concerns.
Almost all new electronic devices can be connected to the internet. Home appliances are also starting to have its own features powered by wifi connection.
According to Coleman, Sweepr will also examine the “overall connectedness” of your home, including your wifi and various devices. Partnering with large US multinationals.
Sweepr optimizes known issues
Efficiency is the key with Sweepr. It’s because the platform provides autonomous care capabilities for the connected home.
Instead of paying for a team of customer service representatives, Sweepr has agent components deployed in the home to gather context and support.
Homeowners can interact through a cloud-based engine for technical support. The database then provides resolution for technical issues and tooling to support.
Sweepr quickly optimizes known issues with current complains. It lessens the need for a lengthy troubleshoot process with a tech support agent.
It employs a suite of best in class technologies to provide high quality user experience and interactivity, learning and analytics of issue resolutions and user utterances and intent, and tooling to enable reporting and improvement of platform effectiveness.
Sweepr in the future
Thinking ahead for the future, Coleman integrates voice control as a key part of Sweepr’s offering. Coleman says “people prefer communicating with arm’s length separation.”
There is a psychological benefit to not having to speak someone according to him. It encourages an individual to simply tap out a query without bother.
Having raised €2.5 million ($2.8 million) from big-name investors, Sweepr managed to close out deals with Frontline Ventures, Voxpro founder Dan Kiely and Intercom co-founder Des Traynor.
Overall, Coleman is excited about the future of the connected world and the benefits it will bring. “I know of one US ISP spending almost $3 billion supporting 30 million customers. That’s not sustainable,” Coleman explains.
A problem most manufacturers face is that they do not have monthly recurring revenues to justify providing the support that comes with selling connected goods.
“There has been a rapid progression of things being connected which highlights the challenge we’re facing,” Coleman said.
“Having an immediate diagnosis is key.” — Sweepr CEO and founder Alan Coleman.