Viewabo provides a service that allows customer support agents to request access to smartphone cameras so that customers can send live-streamed video of issues without using an app, making it faster for agents to understand and resolve customer issues. Trying to understand and resolve difficult customer issues in email, chat, or over the phone is often frustrating for everyone. Not only could it take a long time to figure out what the issue is, but also the issue might not get resolved if agents can't see if customers are fixing it correctly. Viewabo’s mission is to make remote support better than in-person support. The start of that journey is to provide support agents with the ability to see what their customers see making it faster to understand and resolve issues remotely compared to traditional methods with email, chat, or phone.
One afternoon, George Cheng, was having a conversation with a friend, the CEO of a fast-growing company, about a new offering they had previously launched. It was selling very well, but they kept getting technical support requests that they couldn’t easily resolve through email, chat or phone.
It reminded George about the frustrations he had when providing tech support over the phone for his mom. Instead of having her verbally describe the problem, George would have her use video chat on their phones to show him the problem. George suggested his friend do the same with his customers. But his friend said it doesn’t look professional using a consumer video chat app and more importantly, for record-keeping, his company needed to keep a recording of the video tied to the support ticket.
George suggested he could build a service that would enable a support agent to request access to a customer’s smartphone camera – without the use of an app – and to have everything integrated with the help desk system that his friend’s company was using. His friend got excited and agreed to use the service when it became available.
George spent the next two months developing a working prototype then presented it to his friend and his customer support team. Upon seeing the demo, a support agent raised his hand and asked, “Can we have this today?” George soon realized that there was still a lot of room for improving the customer support experience and started on a mission to make remote support better than in-person support. And thus, Viewabo was born.
Viewabo provides a service that allows customer support agents to request access to smartphone cameras so that customers can send live-streamed video of issues without using an app, making it faster for agents to understand and resolve customer issues.Download