Visual customer support
To show the issue details the client establishes a live video session with a customer service rep and shares his mobile camera.
Client uses the back camera of a mobile device to show the issue in real-time.
Customer service rep sees what customer sees and understands the issue faster.
93%
Average CSAT score
83%
improved first time fix rate
69%
reduced resolution time
+30pt
increase of customer satisfaction
Use cases
Remote video support
Remote engineer sees the issue in realtime and guide the customer towards a resolution by putting visual marks on the received image.
Video support for field engineers
When facing technically complex issue a field engineer makes a video call to a remote expert and shows the equipment using mobile camera. The expert highlights the equipment details to show an engineer the cause of the problem and help resolve it.
Live video streaming for insurance
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Customer shows the damage live with the mobile camera. The adjuster handles the claim remotely through a live video stream.
How it works
01 – Connect with customer service
The client makes a normal phone call to a contact center.
02 – Escalation of the phone call
While on the call, the agent sends a link (via SMS or any messenger) to escalate to video call.
03 – Visual customer support in real time
The client opens the link and establish a live video session with the remote support engineer.
