Customer Qualification, Connectivity, and FAQ

Before you begin to collaborate with a customer, it's important to verify that they will be able to document the claim in the first place. Learning the environment that the customer will be documenting in is necessary for a successful collaboration, this includes the customer's physical surroundings, device, network connection, and other key factors. Below, you'll find an overview of what elements to verify with the customer before starting guided documentation.

Qualification, Setup, and Guiding the Customer:
Equipment: Confirm that the customer is using an iOS or Android device.
Connectivity: Verify that the customer has a stable connection to the internet through WiFi or cellular data.
Comfort level with mobile apps: If the customer is not comfortable using a mobile device to document the claim, proceed with a traditional in-person inspection.
Unable to open the app store: If the customer is unable to open the app store while on the phone, they may not have access to the internet. This may be due to a limitation with some wireless network providers.
  • Customers on Verizon, Sprint, and US Cellular networks may run into limitations with simultaneous use of voice and data.
  • Two options are available if customer is limited: 1. Ask customer to connect over WiFi 2. Dial the customer using the In-App Calling feature, which calls the customer through the app, just like Skype.

How much data will live collaboration use? Live video streaming consumes around 10 megabytes of data for every minute of streaming. The average collaboration session lasts approximately 10 to 15 minutes, consuming between 150 and 200 megabytes of data on average.
  • Customers will not be using their monthly cellular data if they are connected via WiFi.
What to do if connection slows or stops mid-session? A number of outside factors can impact connection strength and video quality. These factors can be broken down into 3 distinct groups:
  1. Environment:The physical surroundings of a claim site can negatively impact video quality.
    • Basements can block cellular data, and outside structures like sheds may be far from the customer’s WiFi antenna. It is always important to communicate with the customer about their surroundings before starting live collaboration.
  2. Cellular Network:Connection availability and signal strength both have an effect on video quality. Ask the customer if they have good internet connectivity where they are located.
    • Customers can press the “Speed Test” button at the top of the screen to test their internet connectivity.
  3. Device Capabilities:Older or lower-quality devices have slower processors and lower-resolution cameras that may impact collaboration.
    • If the connectivity challenges are encountered and remain persistent, thank the customer and proceed with a traditional in-person inspection.

Posted on September 7, 2016 at 11:50 am

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