TDS launches new virtual tech visit tool

Customers get essential service support without an in-home visit

TDS Telecom (TDS®) 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 vast 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 1-888-225-5837.

Media Contact: Missy Kellor | Associate Manager—Communications | TDS Telecom | 608-664-4836 | missy.kellor@tdstelecom.com  

TDS Telecommunications LLC (TDS Telecom/TDS®) delivers high-speed internet, TV entertainment, and phone services to nearly 900 rural, suburban, and metropolitan communities across the U.S. With more than 1.2 million connections, TDS is one of the fastest growing technology companies in the United States. Powered by fiber-optics and new industry-leading technologies, TDS delivers up to 1 Gigabit internet speeds and offers internet-protocol based TV entertainment solutions along with traditional phone services. TDS also offers businesses VoIP advanced communications solutions, dedicated internet service, data networking, and hosted-managed services. Visit tdstelecom.com.

TDS Telecom, headquartered in Madison, Wis., employs nearly 2,700 people and is a subsidiary of Telephone and Data Systems, Inc. [NYSE: TDS], a Fortune 1000® company. Founded in 1969, TDS Inc. employs 9,400 people and has approximately six million connections nationwide through its businesses U.S. Cellular, TDS Telecom, OneNeck IT Solutions LLC, and TDS Broadband Service. TDS Inc. has been named to several Forbes lists, including America's Best Employers for Diversity, Best Large Employers, and Best Employers for Women. Visit tdsinc.com.

Updated February 2019

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