How Emtek Uses Blitzz to Deliver Faster Hardware Support and Industry-Leading Customer Satisfaction

The Challenge: Hardware Questions That Couldn't Be Solved Over the Phone

Emtek's catalog is one of its greatest strengths — but it was also creating support friction. With so many SKUs, finishes, and design combinations, traditional phone and email support frequently fell short of what customers needed.

• Identifying the product was the first hurdle.
  Customers would call describing "the brass handle that came with the lock kit" — and agents had no fast way to confirm which exact piece they were holding. Every conversation started with guesswork.
  
  
• Simple issues dragged into multi-day tickets.
  Problems that could have been answered in seconds with a quick look at the part often turned into long email chains of photos, model numbers, and follow-up replies.
  
  
• Installation questions were hard to resolve remotely.
  Homeowners and pros mid-install needed answers immediately. Walking someone through orientation, alignment, or a missing component without seeing it was slow and error-prone.
  
  
• Delays frustrated customers and contractors alike.
  Pros work on tight schedules. When a hardware question pushed a project back by a day, the impact wasn't just inconvenience — it was lost trust and lost time on the job site.
  
  
• There was no easy way to learn from past interactions.
  Without recorded sessions, the team had no consistent record of what was shown, what was diagnosed, and what was resolved — making coaching, training, and quality assurance harder than they should have been.

Emtek needed a faster way to see what the customer was seeing — without asking them to download an app, create an account, or wait on a callback.

The Solution: Live Visual Support, One SMS Link Away

Emtek adopted Blitzz Concierge to bring live video into every support conversation. Instead of trying to describe problems in words, customers can now show them in real time — and Emtek's agents can solve them on the spot. Here's how it works in practice:

1. Customers join through a simple SMS link.
   When a call comes in, the agent sends a text message with a one-tap link. The customer opens it on their phone and the video session begins — no app, no download, no account needed.
   
   
2. Agents identify products instantly in HD video.
   Customers point their camera at the hardware in their hand or already installed on the door. The agent sees exactly what they have, confirms the SKU, and skips the back-and-forth of model numbers and photo attachments.
   
   
3. AI-assisted recognition speeds up diagnosis.
   Built-in visual intelligence helps agents recognize products and common installation issues faster, turning a ten-minute identification step into a matter of seconds.
   
   
4. Every session is captured for review.
   Video recordings, transcripts, screenshots, and notes are saved automatically. The team uses them for triage, training, and quality assurance — without anyone taking manual notes during the call.
   
   
5. Analytics turn each call into operational insight.
   Real-time dashboards help Emtek's leaders track resolution rates, handle times, and recurring product issues — so the team can fix root causes, not just one ticket at a time.
   
   
6. Phone and email still have their place.
   Blitzz didn't replace Emtek's other channels. It became the option the team reaches for whenever a problem is visual — which, for a hardware company, is most of the time.

The Results: Faster Resolutions, Happier Customers, a New Support Standard

The impact of moving from text-based tickets to live visual support was felt across the entire operation — by agents, by leaders, and most of all by customers.

• Visual support became Emtek's go-to channel almost overnight. Emtek served over 1,000 customers via live video in the first 90 days, with monthly volume continuing to grow as both agents and customers embraced the channel. What started as a new tool quickly became the default way of handling visual product questions.
  
  
• Average handle time dropped by 1 minute and 29 seconds per interaction. Across thousands of calls a month, that adds up to hours of agent time recovered every week — capacity Emtek can redirect to serving more customers or resolving more complex cases without growing the team.
  
  
• First-contact resolution climbed to 87%. The vast majority of customers now get a complete answer on the very first call. No follow-up emails, no second attempts, no waiting on a callback — the issue is identified, diagnosed, and resolved while the customer is still on the line.
  
  
• Customer Satisfaction reached 9.8 out of 10. The shift from describing problems in words to showing them on video changed how customers feel about every interaction. Confidence in the answer is built right into the experience, and it shows up clearly in the scores.
  
  
• Net Promoter Score hit 95.8 out of 100. Customers don't just leave happy — they actively recommend Emtek to other homeowners, designers, and contractors. Every great support call turns into long-term advocacy and word-of-mouth growth.
  
  
• Every interaction became a learning opportunity. With sessions automatically recorded, transcribed, and tagged, the team gained a continuous library of real customer conversations to use for coaching, quality assurance, and identifying recurring product issues to fix at the source.
  
  
• A new operating standard for hardware support emerged. What started as a faster way to handle calls has become Emtek's preferred way of supporting customers — a visual-first model that finally matches the visual nature of the products themselves, and one that's now setting the bar for the hardware industry.

Key Success Metrics

Conclusion
A Visual Brand, Finally Supported Visually

For a brand built on detail, finish, and design, supporting customers through phone and email alone was always going to be a stretch. The questions Emtek's customers ask are inherently visual — about a specific part, a particular finish, a small but critical step in an install. The answers had to become visual too.

Blitzz gave Emtek a way to step into the moment with every customer, see exactly what they're holding, and resolve the issue while the conversation is still happening. No app to download. No callback to schedule. No email chain to chase. Just a link, a live view, and an answer.

The numbers tell the story — 1,000+ video sessions in 90 days, 87% first-contact resolution, a 9.8/10 satisfaction score, and a 95.8 NPS. But the bigger shift is what those numbers represent: a customer experience that finally matches the quality of the products themselves.