The video assistance guide
Video assistance is a technology that lets companies guide their customers remotely through interactive video. Find out how to adopt it to improve your customer support and cut your field visits.
What is video assistance and why adopt it?
Video assistance lets an agent see live what the customer sees, without sending a technician. With features such as annotation, the pointer or photo capture, diagnosis becomes visual, faster and more accurate. It is now a standard for customer service, after-sales and field teams looking to cut costs while improving the customer experience.
A simple, frictionless technology
01
Start the call
From your computer or tablet, generate a secure link and send it to the customer by SMS or email, with no app needed on their side.
02
See what they see
The customer opens the link in their browser and turns on the camera. Within seconds, you share the same field of view.
03
Guide and diagnose
Use annotations, the laser pointer and photo capture to pinpoint the problem and guide the customer step by step.
04
Resolve remotely
Most cases are resolved without a site visit. The report, captures and history stay attached to the customer record.
Why companies adopt video assistance
Fewer site visits
Up to 80% of on-site interventions avoided when the diagnosis can be made over video.
Faster resolution
A problem seen beats a problem described: resolution time drops significantly.
Better customer experience
No waiting for an appointment, no download: the customer feels looked after straight away.
Full traceability
Every session can be documented, measured and attached to the customer record for better quality monitoring.