Georgia-Pacific Building Products Business Constructs a Better Customer Experience With the Virtual Remote Assistant

Georgia-Pacific’s Building Products business now offers innovative virtual jobsite visit technology through its technical services department.

The Virtual Remote Assistant (VRA) is a new tool the Georgia-Pacific tech services team can use to augment and expedite the customer service experience.

VRA, in use since January 2023, allows the tech services team to facilitate customer discussions through links sent to their handheld device. A stream through the customer’s device camera provides a view of the jobsite, which allows the tech services team member to annotate the screen, take screen shots and gain a visual perspective to better facilitate a discussion with the customer. 

Using digital connectivity provides real-time access to our building products customers, which expedites the team’s ability to answer installation questions or help resolve jobsite issues. VRA also facilitates training for new employees in the field, expanding the expertise and reach of a technical services team with more than 150 years of combined applicable experience, equating to a better overall customer experience.  

Customer interaction times vary, but could typically take hours to days, depending on the circumstances. VRA allows the Georgia-Pacific team to quickly gather information from a customer and provide a solution immediately. “We are always evaluating new ways to help our customers,” said Tyson Lodge, director of the technical services capability for Georgia-Pacific Building Products. “Our customers who have opted into this technology solution are impressed with how quickly we are able to answer their questions and get them back to work. This technology allows us to better understand customer needs and lets us move forward with providing a solution faster than before.” 

The Georgia-Pacific technical services department provides four types of services: customer support; training and knowledge sharing; product testing; and industry/trade organization support.

Virtual jobsite visit technology is a customer-focused solution for all jobsites when time is critical to diagnose and solve an issue. Georgia-Pacific prioritizes face-to-face customer interactions when possible and needed, however, in time-sensitive situations, VRA provides accurate, reliable and timely information within minutes.  

VRA is currently in use by our tech services teams supporting solutions and product lines across the entire Georgia-Pacific Building Products portfolio. For more information, click here.