Guardian Protection and Blitzz partner on Virtual Appointments

SAN JOSE, Calif. – Blitzz, a remote customer support provider has partnered with Guardian Protection, a residential and commercial security company, to launch a new service for the majority of its more than 250,000 Guardian Protection residential customers: Virtual Appointments.

Virtual Appointments use augmented reality (AR) to help agents quickly and easily resolve customer queries that potentially require a service visit, over a live video call instead. Guardian Protection said that a customer care agent sends a link to the Guardian customer via SMS text message. Once clicked, agent and customer can troubleshoot a system issue together using a live video stream through the customer’s mobile phone camera, without downloading an app like Zoom or Teams.

Using Virtual Appointments, the agent is able to visually assess the customer’s system and system components remotely and guide the customer in troubleshooting and can also assist the customer in self-installing a previously shipped part such as a replacement battery or use AR to draw on the screen in real-time and identify issue-related areas.

“Blitzz has been a great asset in supporting our goal to provide outstanding care to our customers. They need not take off work or bear the potential cost of an onsite service call. We simply schedule a 30-minute appointment that is convenient. Appointments are averaging 24 minutes in length and 93 percent of issues are successfully resolved. I’m also pleased to say that we are exceeding our goal in the number of customers who accept a Virtual Appointment option,” said Jason Bradley, Chief Operating Officer of Guardian Protection. “When we selected Blitzz for this purpose, we liked that our agents and our customers could connect easily via their smartphone, without downloading and signing-in to an app.”

Guardian Protection’s Virtual Appointments tool is currently available to customers. For more information, please visit guardianprotection.com.