ADT Launches Remote Technical Support Via Smartphone
ADT introduced a program for residential customers that allows them to replace or add smart home security devices to their existing ADT systems, or troubleshoot device issues themselves, with remote video guidance from ADT tech support. ADT Virtual Assistance appointments…
Sign up for a free preview to unlock the rest of this article
Export Compliance Daily combines U.S. export control news, foreign border import regulation and policy developments into a single daily information service that reliably informs its trade professional readers about important current issues affecting their operations.
are done via a customer’s smartphone; specialists guide customers through common tasks using two-way video, without having to schedule an in-home visit, the company said. ADT also expects to begin Virtual Assistance installation support for residential customers later this month. Customers will be able to order new devices by phone from ADT and have them shipped directly to their home. During a Virtual Assistance installation appointment, an ADT specialist provides step-by-step live video guidance to help customers replace or add new devices to their ADT smart home security system. The company had a pilot phase October-June with 4,000 customers and reported 440,000 fewer vehicle trips when Virtual Assistance was used as an alternative to a truck roll, which the company equated to nearly 8,000 tons of greenhouse gas emissions. In the pilot phase, ADT Virtual Assistance had more than 40% of ADT’s service appointments; technicians helped customers “from virtually anywhere in the United States, working from the locations and times that fit their individual workstyles,” the company said. Virtual service appointments have 30-minute time windows and “can often be booked the same day,” the company said. Service time windows are 8 a.m.-11 p.m. EDT, Monday-Saturday, and 8 a.m.-6 p.m. on Sunday. When customers use virtual tech support, ADT waives the site assessment fee typically required for in-home technician visits, it said.