Handicare launches online troubleshooter to help stairlift users fix technical issues
Stairlift provider Handicare Accessibility has launched a new online troubleshooter to help customers fix faults without the need for an engineer call-out.
The new TechTool website is now available to be used by end users directly, or by tech support teams to boost fix over the phone rates..
Following the successful launch of its engineering TechTool service in 2021, this new digital manual provides solutions for common technical issues with stairlifts, in simple and accessible steps for end users and technicians alike.
While the engineers’ TechTool was only available to trained Handicare partners and installers, this new site is available to everyone, and helps users to identify and solve issues such as obstructions on the stairs, ensuring the lift is properly charged, and problems using the remote control.
In a three-month trial by Handicare’s customer service teams, access to TechTool increased fix over the phone rates by 36 per cent. According to the manufacturer this was all thanks to the easy access to technical advice TechTool provides to fix common minor faults and user errors.
David Harrison, Global Customer Experience Director at Handicare, welcomed the launch of the new service. He commented: “Handicare prides itself on putting stairlift users at the heart of everything we do.
“This new online service will not only help end-users, giving them 24/7 access to technical support and enabling them to fix faults quickly within their own homes.
“It will also hugely benefit our trade partners, providing quick and straightforward fault fixes for their customer service teams to use, as well as presenting a huge cost saving on engineers’ time and resources to fix minor issues in person.
“We work closely with our trade partners to ensure that they have the tools and knowledge to deliver a world-class service to their customers.
“TechTool is a simple and effective way we can support their businesses, and help them to help their customers as efficiently and effectively as possible.”
On top of the time-saving benefits of TechTool, fixing issues remotely will reduce face-to-face contact with end users, keeping them safe in the continuing Covid-19 pandemic.
David Harrison added: “Handicare has been at the forefront in terms of customer safety throughout the pandemic, ensuring that our engineers were classed as key workers and received vaccines as soon as possible.
“Enabling our teams and partners to fix issues remotely will continue these efforts to keep the most vulnerable in our communities safe.”
The new online tool comes as part of Handicare’s strategic focus on levelling up customer experience.
The appointment of David Harrison to oversee customer experience for end-users and partners has sparked significant steps towards improving customer satisfaction, including digitisation of services and internal training programmes for all customer-facing associates.
TechTool is available now for stairlift users and trade partners to access at www.handicaretechtool.com. Currently available in English, a Dutch version is in the works for Handicare’s direct customers in the Netherlands.
