Field Service Challenges

Being dispatched on-site without knowing the context of the issue increases the time needed to complete a field service work order. It can end up taking much longer than estimated, or require follow-up visits. Field service technicians also spend a lot of time documenting the details of the case.

Field service technicians sometimes arrive on-site only to discover that the customer's issue was not what they expected or simple fixes are totally possible. This causes wasted time for both the customer and the technician as the service could've been done remotely.

Field service technicians often rely on text messages or calls to contact customers to get an idea of the problem before arriving on-site. Not only does this limit technicians' ability to understand the issue, but also may cause misdiagnosis as they depend on customers describing the issue correctly.

Viewabo for Field Services

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Be Prepared With Remote Diagnosis

Get an understanding of the equipment problem and parts needed before you get on the road, speeding up work orders and reducing unnecessary customer visits and costs.

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Save Time with Real-Time Annotations 

On-screen annotations let you guide the customer to resolutions, decreasing the number of in-person visits that field service technicians need to make in a day.

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Video Recordings for Customer Insights

Viewabo records video sessions for record-keeping, which can provide valuable customer insights and decrease time needed for sourcing training materials.

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How Viewabo Works

Copy, text, or email a link to your customer to begin a live video session or to request a video recording.

1

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Connect With a Link

Send the customer an SMS link; get access to their phone camera for full visibility.

2

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See What They See

Mobile video support allows you and the customer to identify the issue more quickly.

3

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Annotate and Pause

Annotate and pause video on the screen to provide fast diagnosis and immediate guidance.

4

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Solve and Save

Viewabo sessions are recorded and saved for record-keeping or internal training.

A customer searching a website

1. There is a Problem

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Customer

Searches company website for solution without success, finds support contact.

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Customer Service

On standby; not yet aware of customer’s issue.

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2. Customer Service Triage

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Customer

Waiting without any possible access to a solution inside.

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Customer Service

Receives ticket, ticketing goes through protocol to determine who should handle it.

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3. Escalate to Tech Support

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Customer

Friction increases due to verbal miscues and long hold times.

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Customer Service to Tech Support

Diagnosis unsuccessful, escalates issue to tech support.

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4. Tech Support Triage

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Customer

3rd wait, back and forth emails, communication now split across multiple channels.

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Tech Support

Receives & reviews case notes from previous customer service level.

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5. Tech Support Troubleshooting

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Customer

Struggles to understand instructions. Solution unsuccessful.

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Tech Support

Reaches out to customer to provide response and solution.

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6. Resolution, Refund, or Return

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Customer

Frustrated with long hold times and passed through multiple reps, issue still not resolved.

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Tech Support

May have to issue returns or full refunds, costs might increase due to unforeseen damage when shipping. And lost customer.

customer searching a website

1. There is a Problem

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Customer

Searches company website for solution without success, finds support contact.

agent/support service icon

Customer Service

On standby; not yet aware of customer’s issue.

agent helping customer through their phone

2. Customer Service Triage

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Customer

During live video session, shares what they see with agent for real-time feedback & resolution.

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Customer Service

Receives ticket, uses Viewabo for real-time visual communication with customer for speedier resolution.

happy customer gives 5 star review

3. First Contact Resolution

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Customer

Customer is happy, has positive experience with brand, feels more loyalty.

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Customer Service/Tech Support

Quickly identifies root cause,  shorter process accelerates resolution. Less burnout & less chance of lost customers.

Your Eyes and Ears in the Field

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See the Problem Beforehand

Viewabo allows field service technicians to get a look at the problem before they step in the truck so that they can arrive prepared.

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Install Equipment Remotely

Use Viewabo’s on-screen annotations to guide customers through installations and maintenance, avoiding the need for on-site field service.

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Reduce Training Time

Viewabo automatically records your video support sessions, shaving time off of work order reporting that you can put towards more tickets.

Field worker using Viewabo to diagnose a technical issue

Perform Tasks With Greater Efficiency

Viewabo gives you access to see problems via customer’s phone cameras before you get on the road. Speed up the processes significantly.

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Smooth Communication Between Office and Field

View Pricing and Plans→

Keep up communication between technicians in the field and the office with on-screen annotations and visual instructions to provide installation service and maintenance support. Reduce mix-ups, miscommunication, and frustration for your customers.

customer support watching a field service worker work with a ton of cables

Video Recordings for Accountability and Customer Data

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Video recordings allow technicians to assemble work order reports quickly. They also provide a firsthand reference for common customer behaviors to allow field service providers to improve service quality.

Support More With Less

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Try and see how Viewabo makes your support processes easier and faster than before. 

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Companies That Trust Viewabo

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Bevi uses Viewabo to fix and maintain their commercial water coolers off-site.

NZXT uses Viewabo to help troubleshoot and configure their custom gaming PCs.

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CyberpowerPC uses Viewabo to help troubleshoot and configure their custom gaming PCs.

Computer Hardware uses Viewabo to diagnose computer issues and accelerate resolutions.

"We could spend 30 minutes with a customer going over cables one by one to find the right one, but with Viewabo, it can be done in seconds."

- Director of Customer Service at NZXT

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"I was on Viewabo and it turned out that the user didn’t hook up the cables right. If it wasn’t for Viewabo I don’t think I would have been able to solve that case."

- Tech Support Representative at CyberPowerPC

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“Viewabo has gotten great feedback from our customers. It is easy to use for both support and the end-user.”

- Director of Support at Bevi

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Use Viewabo in Other Industries

FAQs