As our world steadily becomes more digitized, Canadian homeowners and renters are embracing the power of technology for their home maintenance and improvement needs.
Calgary-based SaaS company IrisCX made waves in the tech industry for its approach to connecting consumers to real-time expert help. Harnessing technologies such as computer vision, conversational intelligence, and machine learning, IrisCX’s platform enables consumers to make informed product purchase decisions, assemble products at home, and access customer support more efficiently.
A new survey from IrisCX reveals a surging demand for virtual consultations and remote assistance.
The recent survey, conducted by Propeller Research, underscores the impact of such services on consumers’ experiences and their approach to home-related issues. Over 1,000 adults indicated an increasing reliance on expert advice when making purchases, with 85% stating it bolsters their confidence and 84% being more likely to finalize a purchasing decision based on this advice.
“Every American has experienced a home-related issue and needs expert help—yet the experts they hire are still using antiquated processes,” says Guillermo Salazar, co-founder and CEO of IrisCX. “The future is smart video consultation solutions with home product and service experts.”
The convenience of digital technology and the immediacy of online consultations are taking precedence over traditional in-person interactions. The study revealed that 63% of respondents have had to alter their schedules to accommodate in-person contractor visits, demonstrating the appeal of IrisCX’s virtual service.
With 68% of respondents expecting their home-related issues to be resolved within three hours or less, the need for immediate expert assistance is clear. This shift is particularly pronounced among Gen Z and Millennial consumers—digital natives who demand instantaneous access to expertise.
The intersection of human expertise and digital convenience is increasingly important to consumers. As Salazar observes, people crave the personal touch of human interaction when making significant home decisions but equally value the convenience of digital platforms. Technologies like video, AI, augmented reality, and machine learning can bridge this gap, providing personalized support and recommendations.
“People want the personalization and expertise that comes from a human-to-human interaction when they are making decisions for their home, particularly complex decisions they might have to live with for a while,” believes Salazar. “At the same time, they want the convenience that comes from digital interaction.”
Consumer psychologist Sam Maglio from the University of Toronto echoes this sentiment, noting that immersive video technology eliminates guesswork and provides a clear understanding of next steps. Consumers are no longer left grappling with verbal descriptions but are provided with a tangible sense of how things will look in their homes.
“Seeing is believing, and consumers often have a hard time seeing,” said professor Maglio. “They can’t envision how something will look in their home until it gets there. They struggle to translate verbal descriptions into a clear mental image. Immersive video takes out all the guesswork.”
IrisCX is positioned to take a lead in this new era of digital home consultation and support.
The startup in February received US$4.6 million in seed funding from Arthur Ventures. The round brings IrisCX’s total funding to US$6.8 million. The Alberta tech firm quintupled its revenue in 2022 and is on track to double its revenue in 2023.
The Canadian company has facilitated over 30,000 video sessions between product experts and consumers.