Improving your first contact resolution rate with video assistance

The first contact resolution rate (or FCR - First Contact Resolution) is one of the most important KPIs in customer service. A good FCR means that your customer's problem is resolved on the first call, with no follow up, no transfer, and no additional intervention.

But resolving a technical issue on the first contact is often a real challenge : especially when working remotely with little visibility into the customer's actual situation.

The limits of traditional phone support

Over the phone, diagnosis relies solely on what the customer says (or understands) and what the support agent imagines. This frequently leads to miscommunication, diagnostic errors, and even unnecessary on site visits.

The more technical or visual the situation (wiring, configuration, hardware faults…), the more imprecise the exchange becomes.

Video assistance changes the game

With a solution like Vizalia, your support teams can instantly connect via video with customers, with no app installation required on the customer side.

This allows them to:

• Perform an accurate visual diagnosis
• Guide the customer using annotations or a remote pointer
• Share documents or tutorials in real time
• Verify that a procedure has been carried out correctly

This level of interaction makes it possible to resolve up to 50% more cases on the first contact.

Key figures to keep in mind

Based on feedback from our customers:

• +30 to +50% improvement in FCR
• 80% of on site visits avoided
• A significant reduction in stress on the support side
• Higher customer satisfaction (better NPS, fewer follow up requests)

Simple, seamless integration

Vizalia integrates easily with your existing tools (CRM, Zendesk, internal interfaces). It is intuitive for teams and transparent for customers.

No need to train your customers or modify your workflows. Video becomes a support channel as simple as a phone call.