Costa Express Taps SightCall As Visual Support Platform For Partner Helpline

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Costa Express deploys SightCall to troubleshoot machine issues, provide peer-to-peer support and increase customer satisfaction with AR-Powered Live Video

"SightCall makes it possible for us to solve more issues remotely, increasing the satisfaction of our partners and their customers.”

Costa Express and SightCall, the world’s leading AR-powered visual support technology, have united to enhance Costa Express’s partner support helpline with the addition of live visual support. Supporting over 8,500+ coffee machines in the market, SightCall’s video cloud platform enables Costa Express technical advisors to troubleshoot issues without the need to dispatch a technician onsite, providing immediate remote guidance through live video with Augmented Reality and Artificial Intelligence insights.

Costa Express technical advisors have experienced a 79% increase in first call resolution through their helpline, solving 50% of issues at source since deploying SightCall. When an issue cannot be resolved remotely, SightCall enables the technical advisors to accurately triage the maintenance with live video and determine the exact parts and expertise needed before dispatching an engineer.

SightCall is a cloud-based video platform for enterprises that enables secure visual support sessions between two parties in different locations. A Costa Express technical advisor can connect with a partner at a remote site to view the coffee machine, identify the any issues and provide remote guidance to resolve the problem through annotations and augmented reality on the partner’s screen.

Costa Express has deployed SightCall to assist partners in:

  • Increasing First Time Fix / Solve At Source
  • Providing Peer to Peer Support
  • Increasing Customer Satisfaction
  • Reducing Machine Downtime
  • Eliminating unnecessary Engineer Call Outs

“Costa Express is committed to providing excellent support to our growing network of partners, and this includes digitally transforming the way we serve our sites around the UK,” stated Elizabeth Allanson, Transformation Leader at Costa Express. “Adding SightCall to our Customer Helpline has enabled our technical advisors to assist partners and sites more efficiently. By connecting to our partners and sites through live video, our advisors have a clear view of the problems that they need to resolve and are able to resolve issues with clarity and confidence, reducing machine downtime and decreasing the risk of lost sales. SightCall makes it possible for us to solve more issues remotely, increasing the satisfaction of our partners and their customers.”

“As Costa Express continues to deploy more high-tech, self-service machines to the field, SightCall enables them to scale the support capabilities of their technical advisors,” stated Richard Forsyth, Sales Director UK at SightCall. “When a partner calls into the technical helpline, they can trust that an advisor will be able to identify the issue that they are facing and provide a personalised level of support, quickly and effectively. In trials, 84% of Costa Express partners rated their SightCall experience as very good. SightCall is proud to partner with Costa Express to provide faster service, improve peer-to-peer communication and increase customer satisfaction.”

About Costa Express
Founded in London by Italian brothers Sergio and Bruno Costa in 1971, Costa Coffee operates over 2,600+ coffee shops in the UK and more than 1,300+ in 32 international markets. We are the fastest growing coffee shop business in the UK and are proud to be the UK’s favourite coffee shop, having been awarded “Best Branded Coffee Shop Chain in the UK and Ireland" by Allegra Strategies for nine years running (2010, 2011, 2012, 2013, 2014, 2015, 2016, 2017, 2018).

Making a positive contribution to the communities we are part of is extremely important to us, both here in the UK and across the world. That’s why we established The Costa Foundation, a registered charity with the aim of improving the life chances of children in coffee growing communities by helping them access a safe, quality education. So far, the Costa Foundation has funded over 80 school projects and changed the lives of more than 75,000 children. We also have a UK-wide Community Programme, which enables our teams to volunteer their time to good causes locally and to invite community groups to make use of our welcoming space in store.

In 2011 Costa Coffee purchased Coffee Nation rebranding it to Costa Express. Today, Costa Express operates over 8,500+ coffee bars in nine international markets and proudly serves the same famous Mocha Italia blend found in stores, combined with fresh milk to create a delicious and warming cup of coffee on the go.

About SightCall
SightCall is a global video cloud platform with a decade of experience enabling visual support interactions for enterprises in over 90 countries around the world. Enhanced by Augmented Reality (AR) and Artificial Intelligence (AI), the visual support technology digitally transforms service organizations, notably improving first time fix rates, decreasing truck rolls and increasing NPS. SightCall is headquartered in San Francisco with offices in NYC, Boston, Paris, London, Frankfurt and Singapore. For more information, visit: http://www.sightcall.com, follow SightCall on Twitter (@SightCall) or connect with SightCall on LinkedIn.

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Katie Smart
SightCall
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Thomas Cottereau
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