Barometer & guide · 2026 edition
Visual Assistance Barometer 2026
What the visual call changes for customer service: figures, examples and tips to get started. 12 months of visual calls on Vizalia, cross-checked with the major public studies.
Barometer & guideKey figures
7 in 10
call-outs or trips avoided, according to agents
4.8 / 5
average customer rating after their visual call
88%
of customers open the link received by SMS, with nothing to install
The context: your customers are ready
74% of 16-74 year-olds make calls over the internet, audio or video, compared with 26% in 2015.
26%
2015
74%
2025
Eurostat, France, 2025 · 16-74 year-olds
- 54% of 65-74 year-olds do so too (Eurostat, 2025).
- 91% of people aged 12 and over own a smartphone, and 73% of those aged 70 and over (Baromètre du numérique 2026, Arcep).
- 90% of French people prefer to wait for a human agent rather than a bot (Ipsos bva for ESCDA, 2025).
The journey of a visual call: from SMS to decision
1 SMS
The agent sends a link during the call
88%
open the link
93%
of calls: the video connects
7 min
on average
7 in 10
call-outs avoided
4.8/5 average rating · 84% give the top rating · 95% would recommend the service
By trade
Home healthcare
5 to 15 minup to 96% of call-outs avoided
Water damage repair
7 min97% of quotes produced without a site visit
Heating
6 min78% of call-outs avoided
Personal alarms
4 to 5 min58% of trips avoided
Solar installation
17 min
The customer is guided step by step
Emergency services
2 min
Seeing the scene to decide
According to agents, at the end of the call; each line is based on one or a few organisations.
5 surprising findings
- 01
Seeing is enough
9 visual calls in 10 need no tool at all (no photo, no annotation).
- 02
A “no” to the camera is not final
37% of those who refuse at first accept when asked a second time.
- 03
Once adopted, it becomes indispensable
At the median, an organisation triples its usage between its first three months and today.
- 04
It is short
7 minutes on average, 2 for emergency services, up to 17 to guide an installation.
- 05
Once tried, customers ask for it again
In home healthcare, 8 patients in 10 want to be contacted again by visual call.
Get the full barometer (PDF, 17 pages)
In the PDF, you will also find:
- The test “Is the visual call right for you?” in 6 questions
- 4 misconceptions versus the figures
- 6 tips to get started
- The return on investment calculation (40 trips avoided per month = €72,000 per year)
- What changes in 2026-2027: end of cold calling without consent, remote visual inspections, AI
Cite this barometer
<a href="https://vizalia.ai/en/visual-assistance-barometer">Visual Assistance Barometer 2026 – Vizalia</a>The figures may be reproduced with credit to the source and a link to this page.
Method and sources
Vizalia data: October 2025 – October 2026; satisfaction and avoided call-outs come from optional end-of-call surveys, reported by customers and agents; some figures come from a single organisation and are flagged; no organisation is named.
Public sources
Frequently asked questions
How does a visual call work?
During a call, the agent sends a link by SMS; the customer opens it on their phone, with nothing to install, and shows what they see. The agent diagnoses, guides or assesses remotely.
our visual assistance guideWhere do the barometer figures come from?
12 months of visual calls on Vizalia and end-of-call surveys, supplemented by the public studies cited.
How many trips can be avoided?
7 in 10 on average according to agents, from 58% to 96% depending on the trade. Use the calculator to work it out with your own figures.
Run the calculation with your own figuresIs the PDF free?
Yes, in exchange for an email address; the figures on this page are free to quote with a link.