Industry
Telecommunications
Reduce Truck Rolls and Network Downtime
Viewabo makes telecom support easier, from fixing in-house routers to maintaining equipment in the field.
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Telecoms face an overflow of support cases that require on-site services, which result in high dispatch rates and overworked support teams. Viewabo visual support can mitigate this by increasing the number of cases that can be resolved remotely.
A day or even a few hours of network downtime can lead to critical situations for telecom customers such as businesses, factories, or hospitals. Viewabo's remote video support lets technicians instantly get an eye on problems before being on-site, limiting the amount of equipment downtime.
Trying to resolve router connection issues over the phone can get complicated quickly. Viewabo allows you to connect to the customer's phone camera and let you guide them on what to do through on-screen annotations.
Initiate real-time visual support via one-click phone camera share to see customer issues remotely and reduce the need for on-site dispatches.
Watch Video→Viewabo allows technicians to annotate remotely on a customer's phone screen to provide guidance on resolutions and avoid miscommunication.
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Videos are saved once you’ve fulfilled customer requests, helping service teams save time on reporting so they can focus on resolving inquiries for more customers.
Get a 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.
Viewabo helps you resolve issues remotely, reducing the need for costly on-site dispatches.
Keep your customers happy by keeping their networks running. Resolve network issues faster with Viewabo’s remote video tools.
Integrating Viewabo visual support into your workflow expands the range of support services you can offer customers.
Viewabo provides technicians instant access to a customer's phone camera without them installing an app. Operational efficiency can be increased and on-site visits can be reduced.
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Viewabo's on-screen annotations let you guide customers on resolving network issues, avoid verbal miscues, and make remote troubleshooting easier.
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Adding Viewabo to your workflow helps enhance customer support experiences by speeding up the resolution processes and amplifying the care of customer support with less operational costs.
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Try and see how Viewabo can accelerate your customer support processes with ease.
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