Leviton Improves Customer Support with Introducing Salesforce’s Innovative Visual Remote Assistant

“Our new Salesforce Visual Remote Assistant tool gives our customers a unique, innovative, and user-friendly customer service experience. With visual access to improve troubleshooting and diagnostics, our technical service team is even better equipped to guide customers quickly and clearly throughout the process of resolving issues. This is especially useful for installing, configuring and using more technically advanced products,” said Brian AverySenior Manager, Technical Services, Leviton.

The Salesforce Remote Visual Assistant functions as a simple visual connection between the remote Leviton technical service representative and the customer. By visually observing the problem, the service representative is able to immediately understand the customer’s problem and expedite a solution by guiding the customer through the answer to their question. Upon successful completion, the Technical Service Representative can view the results and confirm that the issue has been resolved.

Salesforce Visual Remote Assistant does not require users to download an app. When visual assistance is needed, customers receive a text message or email on their smart device containing a secure link that will put them directly in touch with a member of Leviton’s technical service team. For privacy and security reasons, the link is a one-time code that expires at the end of the support session.

“In addition to our 24/7 online support center, mobile app, and live support options, Salesforce Visual Remote Assistant offers unique visual assistance enabling a better customer experience for the community. builders, contractors and end users,” said Greg Rhoade, director of marketing, smart products and new technologies, Leviton. “This is particularly useful in new home construction where newer, less familiar products may be installed and where new owners may have questions regarding the use and functionality of their new electrical appliances.”

Leviton Customer Support offers a wide range of resources, including on-demand step-by-step product installation and programming videos, instruction sheets, knowledge base articles, FAQs and more to provide customer support where and when needed. To learn more about Leviton Support Services, visit the new Product Support Center at leviton.com/support.

About Leviton Residential
Leviton residential products are the preferred brand of builders and electrical contractors. Leviton’s award-winning load centers, lighting controls and wiring devices help electrical industry professionals and homeowners create smart, safe living environments that deliver energy savings, convenience and reliability. Learn more at www.leviton.com.

About Leviton
Every day, Leviton designs possibilities that make the future a reality, meeting the needs of today’s residential, commercial and industrial customers around the world. From power and lighting to data networking and energy management, Leviton develops thoughtful solutions that help make our customers’ lives easier, safer, more efficient and more productive. Driven by its commitment to its customers, the ingenuity of its employees, and the safety and quality of its products and solutions, with Leviton, THE FUTURE IS ON. For more information, visit http://www.leviton.com, www.facebook.com/leviton, www.twitter.com/levitonor www.youtube.com/Levitonmfg.


Joseph P. Harris