Video assistance for after-sales: see what your customer sees
8 call-outs out of 10
avoided, right from the call.
One text during the call: your customer films, your agent sees, annotates and guides the action. No app, no account.
of trips avoided.
A disconnected cable, a red indicator, a button not pressed in, a clogged filter, a door left ajar. Most interventions start with a truck roll to see what the visual would have shown in thirty seconds. When the agent sees, the trip becomes the exception.
What is video assistance?
Visual assistance lets an agent see, during a phone call, what their customer is filming with their smartphone. The customer receives a link by text, opens it in their browser, without installing anything, and shows the fault, the device or the part. The agent guides, resolves or prepares the intervention.
Read the full definition →How it works
One SMS link, one click, and the agent sees what the customer sees. No app to install, no account to create.
The call stalls.
The customer describes a warning light, a noise, a broken part. Words are no longer enough.
A link by text.
In one click, the agent sends them a link from their desk, during the call.
The customer films.
The camera opens in their browser. They show what is wrong.
Your agent sees and decides.
They guide the customer and annotate the image. Then they resolve remotely, or send the right technician with the right part. Photos, notes and the summary flow into your system.
LEGAL CERTAINTY
Every intervention, certified by a bailiff
A remote intervention must not only be done: it must be provable. With Vizalia, everything that happens during the visual call is recorded, signed by your customer, then certified and kept by a bailiff.
Time-stamped, geotagged photos
You know what was seen, when and where.
Time-stamped call history
Every step of the exchange is dated, from the link being sent to the end of the intervention.
Customer signature
They validate what was observed and done together.
Bailiff-certified report and safekeeping
The file carries the weight of a bailiff-certified report, without the bailiff having to travel.
After-sales and warranty
Prove what was observed and settled, in case of a dispute or a warranty claim.
Insurance and claims
An enforceable report from the very first call, which strongly deters fraud.
Insurance and claims →Vizalia gives eyes to your voice AI.
Your automated calls are no longer voice only. The agent sends a visual link, analyses what the customer films and qualifies the request before a human even steps in.
Learn more about the visual agentMeasure the room before travelling.
Your customer films their room during the call: it builds in 3D in front of your agent, who measures it in one click, to ± 2%. The area affected by water damage, measurements before an intervention: the file is complete from the very first call.
Discover remote 3D measurement →Visual assistance, WhatsApp, photos by email: what changes
| Vizalia | WhatsApp / photos by email | Video conferencing (Teams, Zoom…) | |
|---|---|---|---|
| Nothing for the customer to install | ✓ a link by text | ✗ app required | ✗ app or account |
| During the phone call | ✓ | ✗ exchanges after the call | ✗ a new meeting |
| The agent guides live | ✓ annotations | ✗ | partial |
| Time-stamped, geotagged photos in the file | ✓ | ✗ | ✗ |
| Bailiff-certified report | ✓ | ✗ | ✗ |
| Data hosted in France, ISO 27001 | ✓ | ✗ | varies |
How many trips could you avoid?
Enter your number of on-site interventions per month and the average cost of a trip. The calculator estimates the trips, hours and CO₂ that visual assistance can save you.
Calculate my savings →Case studies
They deployed visual assistance in their after-sales and customer support.
Security, our first reflex.
We work with insurers, banks, energy providers. Vizalia is ISO 27001 certified and referenced at Crédit Agricole and EDF. The confidentiality of every call is not an option, it's the starting point.
Every intervention can also be certified and kept by a bailiff.
The questions we get most.
Does the customer need to install an app?+
No. They get an SMS, they tap it, the camera opens in their browser.
Does it work with our telephony and CRM?+
Yes. Vizalia starts during the live call and pushes photos, notes and the summary into your tools.
How long does rollout take?+
A few days. No hardware, no heavy IT project, under an hour of onboarding per agent.
Where is the data hosted?+
In France, with TLS encryption in transit and AES-256 at rest, ISO 27001 and GDPR compliant. On-premise option available.
What sets you apart?+
We first learned to make people see where every second counts: emergency services. One SAMU in three trusts us. What saves a diagnosis now helps make better decisions, everywhere. And every intervention can be certified by a bailiff.
Will this increase my AHT (average handling time)?+
No, it lowers it. The visual avoids back and forth, callbacks and misqualified calls. On simple calls it shortens them. On complex calls it prevents a dispatch or a repeat visit. Overall, AHT goes down.
How often do agents actually use Vizalia?+
Far more often than expected, and that is the best adoption signal. Once an agent has seen what the visual saves them, they trigger it at the first sign of doubt: instead of asking ten questions to guess the situation, they simply ask to see. On contact center floors, the number of calls handled with Vizalia grows month after month, and teams mostly talk about less mental load: less interpretation, fewer notes to rework, fewer callbacks. It becomes a reflex within days, not a tool you have to impose.
What is video assistance?+
It is the ability, for an agent, to see during the call what their customer is filming with their phone. The customer receives a link by text and opens it in their browser, with no app.
Full definition →Can a remote intervention serve as proof?+
Yes. Time-stamped, geotagged photos, the call history and the customer's signature are certified and kept by a bailiff. You hold a bailiff-certified report without the bailiff having to travel.
Does it work if the customer has a poor connection?+
Yes. Vizalia adapts to the customer's network: Qualisin chose it precisely because it stays effective even on a poor network.
A specific question about your situation?
Further reading
How to Improve Your First Call Resolution Rate (FCR)?
5 concrete levers to improve your First Call Resolution through video assistance.
Remote after-sales support: diagnose by video, resolve without a visit or send the right technician first time
Remote after-sales support: which faults can be fixed by video, how to organise diagnosis and what results to expect. Examples from Axenergie, Cogem, Mariton and Qualisin.
Visual diagnosis: diagnosing a fault remotely, from the very first call
Visual diagnosis lets you see the fault during the call and decide straight away: resolved remotely, qualified intervention or no visit.
Video assistance: definition, how it works and examples
Video assistance lets an adviser see what the customer sees during the call, with no app. Definition, how it works, use cases, security and selection criteria.
The easiest way is to see it. Ask for a demo
We'll show you the full journey on one of your real use cases.