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Visual Assistance - How does it work?

Updated: Apr 26, 2022

Video calling apps are an important part of our lives.

We chat with our friends and families, work, and learn remotely.

These apps were created for the purpose of connecting people, making presentations, and collaborating on work projects. And let's agree that they fulfill their purpose very well!

But what about when we're talking about remote support?

Would just a video call with the customer resolve the situation?

When it comes to customer support, Remote Visual Assistance is the best solution.

Let's start at the beginning when the customer needs support and asks for assistance when his washing machine simply stopped working.

The customer calls to support and the agent sends a link via text message.

It is not necessary to download any application, so the beginning of the service is easy and fast.

That's when the magic happens.

The customer's screen is mirrored on the attendant's or technician's computer and the technician assists the client in identifying the problem and fixing it through visual assistance.

Benefits of Remote Visual Assistance:

1) Record interactions.

Interactions are all recorded and can be accessed through the company's area. The recordings can be used for eventual audits and training.

2) It has drawing and markup tools.

The technician can stop the video and make appointments, so it is easier for the customer to understand the instructions given by the attendant.

4) Photo and video capture tools.

It is possible to take photos and record videos of what the customer is showing in the service.

5) Remote zoom button to highlight important elements of the customer's reality.

6) In addition, the platform organizes records into management reports. This information can be used to evaluate the performance of the support team.

The data can be correlated with other indicators, such as return on investment (ROI) and operating costs, generating intelligence in customer service.

Thus, it is possible to provide remote assistance directly to the customer or to other technicians, in a collaborative way.

The attendant was able to identify the problem that was happening with our customer's washing machine and has already scheduled a visit from a technician who will take the right part for the repair.

Clear and resolute customer service.

No extra costs due to unnecessary visits.

When we're talking about Remote Visual Assistance, nothing beats having a solution designed just for that!

Whether you're looking to reduce costs, increase efficiency or improve customer satisfaction, FroXx Visual Assistance is the perfect solution for your business in a permanent remote environment.

Contact us to learn more

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