Industry
Fitness Equipment
Diagnose Fitness Equipment Issues Faster
Viewabo gives you video access to issues with no install for customers, making diagnosis quicker.
Start Your 14-day Trial Today
Phone calls last way too long because verbal communication limits technical supports’ visibility into issues with equipment like treadmills. Finding solutions to fitness equipment repair can take hours, or the machine is not functioning at all, leading to frustration for both support and customers.
Customers have limited knowledge of technical terms, making it hard to explain complex issues over phone, chat, or e-mail. Technical support managers struggle to get a grasp of the fitness equipment repair issue and might give the customer incorrect guidance.
Misdiagnosis can lead to the wrong replacement parts being ordered and shipped, with technical support managers not discovering the error until an on-site visit. That means wasted time and manpower as well as extraneous shipping costs, while the fitness equipment repair remains unresolved.
Viewabo Live allows you to initiate real-time video support by sending an SMS link to access customer's phone camera, helping self-installation or fitness equipment maintenance cases go a lot faster.
Watch a Demo →Fix equipment faster and avoid ordering the wrong parts by using live video and annotations to guide customers on diagnosis and resolutions.
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Video session recordings allow new agents to review how past issues were diagnosed and resolved making it faster for them to get productive.
Start Your Free Trial Today→Copy, text, or email a link to your customer to begin a live video session or to request a video recording.
1
Send the customer an SMS link; get access to their phone camera for full visibility.
2
Mobile video support allows you and the customer to identify the issue more quickly.
3
Annotate and pause video on the screen to provide fast diagnosis and immediate guidance.
4
Viewabo sessions are recorded and saved for record-keeping or internal training.
1. There is a Problem
Customer
Searches company website for solution without success, finds support contact.
Customer Service
On standby; not yet aware of customer’s issue.
2. Customer Service Triage
Customer
Waiting without any possible access to a solution inside.
Customer Service
Receives ticket, ticketing goes through protocol to determine who should handle it.
3. Escalate to Tech Support
Customer
Friction increases due to verbal miscues and long hold times.
Customer Service to Tech Support
Diagnosis unsuccessful, escalates issue to tech support.
4. Tech Support Triage
Customer
3rd wait, back and forth emails, communication now split across multiple channels.
Tech Support
Receives & reviews case notes from previous customer service level.
5. Tech Support Troubleshooting
Customer
Struggles to understand instructions. Solution unsuccessful.
Tech Support
Reaches out to customer to provide response and solution.
6. Resolution, Refund, or Return
Customer
Frustrated with long hold times and passed through multiple reps, issue still not resolved.
Tech Support
May have to issue returns or full refunds, costs might increase due to unforeseen damage when shipping. And lost customer.
1. There is a Problem
Customer
Searches company website for solution without success, finds support contact.
Customer Service
On standby; not yet aware of customer’s issue.
2. Customer Service Triage
Customer
During live video session, shares what they see with agent for real-time feedback & resolution.
Customer Service
Receives ticket, uses Viewabo for real-time visual communication with customer for speedier resolution.
3. First Contact Resolution
Customer
Customer is happy, has positive experience with brand, feels more loyalty.
Customer Service/Tech Support
Quickly identifies root cause, shorter process accelerates resolution. Less burnout & less chance of lost customers.
By seeing what customers see, engineers can get to the root cause of fitness equipment breakdown quickly without relying on verbal cues.
Have visual confirmation on the correct parts of the device ahead of an in-home fix and diagnose the root cause of an error in less time.
Video recordings help new support reps with limited experience quickly understand how to fix different non-functioning equipment models.
Viewabo remote visual support tools allow technical support to see issues firsthand without having to do all the guesswork, also taking the pressure off of customers to explain complex device specifications verbally.
Learn More→
Viewabo Live annotations enables you to guide customers in real-time for proper fitness equipment assembly, or repair, making it easy to highlight certain areas on-screen to determine which part of equipment failure is due to accident or abnormal use.
View Pricing and Plans→
Viewabo's Video Recordings allows you to keep all the troubleshooting video sessions, which immediately become training resources for your support team to enrich support knowledge as well as streamline product feedback across teams in your organization.
Start Free 14-day Trial→Start a 14-day Free Trial
See how Viewabo can seamlessly integrate with your customer support workflow.
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How is Viewabo different from Zoom?
What is Viewabo Live?
What is Viewabo?
How does Viewabo Remote Visual Support Software help?
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