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Bristan Group first to market with new visual customer experience technology

VRA Remote AssistantAt Bristan, we invest heavily in our customer service offering to ensure that we’re there for our customers no matter how big or small their request is. As part of this commitment, transforming our customer service experience with the rollout of new Visual Remote Assistant (VRA) technology. 

The new technology operates by creating a secure link which takes customers to the remote service while on a live call with our contact centre. This will then allow our operators to access either a live stream or images of a customer’s bathroom, enabling them to provide instant product identification and service advice. The operator can then annotate the stream or image to help guide the customer.

We will be the first in the industry to introduce VRA in this way. The rollout is part of a wider drive to continue leading the way in our customer service offer and comes on the back of investment in the last 12 months into expanding and developing our contact centre and field service teams. As a result, we have seen a significant reduction in our call waiting times and a significant increase in our Net Promoter Score over the last year.

We’re continuously looking for ways to enhance the way we interact and support our customers and the introduction of VRA is a brilliantly simple way to further do this. Understanding our customers is extremely important to us and therefore we have brought together a fantastic team of On Tap Ambassadors. The team of five installers work with our customers and fellow installers on their Facebook page to share their top tips, best practice and friendly conversation about our products, plus a few bad jokes!

If you’d like to join our On Tap Installer Community, please visit: