Telus has launched virtual technician visits for installs and repairs due to the COVID-19 pandemic, allowing employees and customers to social distance safely from each other.
A new video from the company’s YouTube channel explains the process:
To help keep you connected and protected, TELUS technicians are now providing virtual support for all installs and repairs, with in-home support being provided for lifeline or emergency services. We’ll use a combination of mobile apps, external wiring and remote technician-assisted support to ensure everything is working properly and will only enter a home in emergency situations on a case-by-case basis using all safety precautions.
Telus says a technician will call you before any appointment and detail the process to set expectations. The employee will then configure or repair any equipment or devices ahead of time, then leave sanitized equipment or devices at your front door.
After, the technician will return to his or her vehicle and call the customer to walk them through the install process on the phone. Video chats may be utilized (Telus mentions WhatsApp as an example) to bring visual guidance and answer questions. The video shows FaceTime being used between two iPhones.
“We are still fully operational, providing installations and repairs across our products and services to ensure we keep our customers connected. However, we have adapted our processes by completing our installation and repair work outside of your home – with the exception of emergency services,” explains Telus.
The company says, “We have developed new innovative delivery solutions that use the latest technology, like mobile apps, external wiring and remote technician-assisted support, to ensure that everything is working and that we can provide an exceptional installation customer experience.”