Webdentiste
Humanising support, cutting resolution time by 3×
An SMS link puts the agent right in the waiting room : no app, no account needed, the incident is resolved on the spot.
About Webdentiste
Webdentiste is the leading agency for dental surgeons' digital communication. Beyond websites, it installs digital signage in waiting rooms to modernise practices.
The company supports hundreds of practitioners across France, with a dedicated technical team keeping their digital equipment running.
The problem: the helplessness of blind diagnosis
Technical misunderstanding
Assistants and dentists struggle to describe a fault precisely. Indicator lights and error messages get confusing over the phone.
Limited clinical time
Practice staff have little time for support between treatments. Every minute on the phone is a minute lost with patients.
Unsuitable alternatives
FaceTime or Zoom imposed too much friction, adding contacts, downloading apps, for quick interventions.
Stakes: speed and closeness
Immediacy
Resolve the incident in record time so the treatment schedule is not disrupted.
Brand image
Turn a stressful breakdown into a smooth, modern interaction that builds trust.
Closeness
Keep a human link with practitioners spread across France, despite the distance.
What they deployed with Vizalia
Webdentiste chose Vizalia for its radical simplicity. An SMS link instantly teleports the agent into the waiting room, with no app and no account to create.
The agent sees what the practitioner sees, indicator lights, cabling, colour codes, and fixes the problem live.
Use cases: from repair to guided installation
Hardware diagnosis
Live checks of cabling and indicator colour codes to find the cause of a black or frozen screen.
Onboarding
Step-by-step guidance to connect the box to Wi-Fi. A fifteen minute procedure becomes smooth thanks to instant visual feedback.
Documentation
Remote photo capture to validate the installation and enrich the customer record.
They solve problems there and then. It brings a lot of calm: the agent finally sees the reality on the ground and the customer feels genuinely supported.
Outlook: extending to the whole customer journey
Webdentiste plans to extend visual sessions to all its products, starting with initial training, to build a privileged link with the dedicated agent from day one.
This will consolidate the customer relationship across the whole journey: initial setup, user training and ongoing support.
Results: resolution time divided by three
Speed
Incidents are resolved in minutes instead of long conversations with nothing to see.
A human touch
Face-to-face contact builds trust and reassures practitioners during the intervention.
Productivity
The support team handles more requests a day thanks to faster resolutions.
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