Customers get essential service support without an in-home visit
MADISON, Wis. (April 27, 2020)—TDS Telecom (TDS®) (Continuum) is launching an important new safety tool to help provide remote, real-time customer support. Starting today, TDS technicians can perform installations and help troubleshoot service-related issues without ever having to make an in-home or in-business visit.
“The coronavirus pandemic has made communications services more essential than ever,” says Andrew Buchert, vice president of Field Services for TDS. “This tool allows us to make installs and help customers stay connected while taking safe distancing precautions for the sake of our employees and customers alike.”
Utilizing a video software tool created by TechSee®, TDS technicians can connect to a customer’s mobile device remotely to share images and video. This allows customers to receive real-time technical support without a technician crossing the threshold. TDS has been piloting the virtual tech visit technology for several weeks and it is now available in all TDS serving areas.
“The feedback we received from customers during our trial of this new tool was overwhelmingly positive,” says Buchert. “It’s incredibly easy to use and customers are getting the assistance they need without having someone in their home or business.”
At a service call, the TDS technician will contact the customer and ask if they would like to use the new smartphone-based tool. The technician then sends the customer a text message that contains a link. When the customer taps on the link, the tool opens in a web browser, without the need to download an app.
The customer can share pictures or live video while the technician remains on site, but outside the home or business during the call providing assistance at a safe distance. Using Augmented Reality guidance, the technology also allows technicians to draw or circle areas on the images to help guide the customer. While not every customer visit can be resolved using TechSee®, the majority of customer contacts can be substantially reduced resulting in a win-win for all parties.
The rollout is the latest way TDS is helping customers stay connected during the global pandemic. TDS also signed the “Keep America Connected” pledge initiated by the Federal Communications Commission Chair Ajit Pai. The pledge allows TDS to defer customer disconnects and the company is waiving late fees for anyone impacted by the Coronavirus pandemic.
For more information or to request a new installation or service call, please contact us at 704-235-6325.
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For more information contact: Missy Kellor | Associate Manager – Public Relations | TDS Telecom | 608-664-4836 | firstname.lastname@example.org
TDS Telecommunications LLC (TDS Telecom/TDS®) is the seventh largest local exchange telephone company in the U.S. with 1.2 million connections to high-speed internet, phone, and TV entertainment services in nearly 900 rural, suburban, and metropolitan communities. TDS, a growing force in the cable industry, operates BendBroadband, which is part of TDS Broadband Service LLC. For most residential customers, TDS deploys up to 1Gig internet access, IPTV service (TDS TV), cable TV options, and traditional wireline services. For businesses, TDS offers advanced communications solutions, including VoIP (managedIP Hosted voice), high-speed internet, fiber optics, data networking, TV, and hosted-managed services. Visit tdstelecom.com or tdsbusiness.com.
TDS Telecom, headquartered in Madison, Wis., employs more than 2,800 people and is a wholly owned subsidiary of Telephone and Data Systems, Inc. In 2018, TDS was recognized in Forbes list of America’s Best Employers for Diversity. The TDS family of companies, which includes TDS Telecom, is listed at 190 out of 250 top employers in the U.S.
Telephone and Data Systems, Inc. [NYSE: TDS], a Fortune 1000® company, provides wireless; cable and wireline broadband, TV and voice; and hosted and managed services to more than six million connections nationwide through its businesses U.S. Cellular, TDS Telecom, OneNeck IT Solutions LLC, and TDS Broadband Service. Founded in 1969 and headquartered in Chicago, Telephone and Data Systems, Inc. employs more than 9,900 people. Visit tdsinc.com.