Liberty Global is partnering with location platform leader Glympse to transform how customers receive important appointment details, including updates on the location and anticipated time of arrival of their technician.
Using Glympse’s location technology, Liberty Global will be providing customers with real-time updates on their smartphone, tablet or computer starting a day before their scheduled appointment and continuing right up until the moment the technician arrives.
Liberty Global invested in Glympse last year in their Series C round of financing. Virgin Media customers in selected regions of the UK will be the first to be offered the service, which will be rolled out across the rest of the UK in the Autumn and in Europe this year and next.
Glympse has created an engaging customer-facing experience for Virgin Media customers that provides appointment updates, real-time location and an estimated
time of arrival for each phase of the appointment life cycle. As a result, customers will be better-informed and more likely to be at home when their technician arrives for the appointment.
Melanie Longdon, VP of Customer Experience Operations at Liberty Global, said: “We understand that being tied to your home for any extended period of time can be frustrating, even more so now than when compared to just a few years ago. We look forward to utilising this powerful tool to help our customers plan for an in-home service appointment, and help make it as easy as possible to get on with their busy lives. The digital, interactive nature of this tool further ensures our customers can get the latest information about their appointment no matter how far off it is or where they happen to be.”
Chris Ruff, CEO & President of Glympse added: “We are proud Liberty Global chose to work with us on this important initiative. Time is one thing we all want more of in today’s busy world. Glympse helps innovative companies like Liberty Global give their customers simple yet powerful tools to provide constant, accurate insight into the status of service appointments and convenient, digital channels to connect customers with their technician. By creatively applying location data, which is inherent and ubiquitous in virtually every mobile activity, customers get transparency they can trust in a convenient, digital format.”