Enhance productivity and reduce downtime with Wipro’s Virtual Walk-In
The fast-emerging hybrid working models have caused stress and pressure to remote support and field services teams to deliver effectively on-time to solve their customer needs. Though it is possible for remote field support to resolve and remediate several issues, it is not feasible to handle hardware and device replacement related requests remotely. 90% of the service desk tickets are resolved remotely with in-band capability, while ~10% of tickets are escalated to field services teams.
Wipro’s unique offering of Virtual Walk-In kiosks is a blend of several cutting-edge technologies that make 100% remote ticket resolution a reality. The offering has several use cases across industries such as banking and retail. Required IT support services are deployed to provide first contact resolution to the end users who walk into the Virtual Walk-In center with issues related to IT infrastructure. User experience is enhanced with the IT concierge services and easy access to Expert Desk. They get an ATM-like experience wherein they can walk in and have all their issues resolved with a single escalation in this support center. Upon reporting the problem, users are assigned a support executive who will interact with the users, understand, diagnose the issue and provide resolutions that will address all the issues. The video kiosks allow users to interact with experts to resolve IT issues on-demand by docking into the kiosk, enabling remote troubleshooting of the issue and providing an integrated onsite + remote support model.
Wipro adopts a tested approach to onboard and train the Expert Desk associates on a common curriculum at the Virtual Walk-in Academy to ensure a standardized and consistent experience across client environments in different locations and geographies.