How Our Visual Support Software Work? Demo Video

FAQs

Who has access to recordings?

Any user in your organization that has an assigned Viewabo license can access Viewabo session recordings. This can be done through the Viewabo platform or, if a helpdesk integration is part of your Viewabo subscription plan, through the specific helpdesk ticket that is associated with the session.

How do I watch recordings?

To access and watch recordings, you and your agents can watch them on Viewabo web-based platform. No limit to the number of times you can watch the recordings.

How long are recordings saved?

Recordings of Viewabo sessions are currently saved indefinitely.

How long will it take to onboard to Viewabo?

Once Viewabo is integrated into your organization, agents will usually be experts at using Viewabo within minutes. See more in our Quick Start Guide.

How is Viewabo different from Zoom?

Viewabo is the perfect Zoom alternative for customer support tools!

‍With Viewabo, no need to require your customers to download any apps, register an account or enter any codes. To request your customers to go through an app installation can further add customer frustration and increase resolution time to the process. To use Viewabo, just send a link via an SMS text, email, or copy and paste in another live chat to your customer to initiate a video session, and you’ll see what your customers see in seconds.

Also, many video conferencing tools are designed for online face-to-face meetings, not for customer service use cases. It would have been different if you could have seen customers’ issues directly through their mobile cameras when you're troubleshooting for them. Read more here.

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Any help desk integrations for Viewabo?

Absolutely! Viewabo is integrated with other customer support platforms like Zendesk and Freshdesk. Viewabo is built for the convenience of customer support teams to help agents seamlessly work with ticketing systems that they're already using and get the most out of their calls.

What is Viewabo Request?

Viewabo Request is an asynchronous remote visual support tool for customer support agents to keep support moving during off-hours by letting customers record a video of their issues and sending the recorded video without having to install an app on the customer's end.

With Viewabo Request, you can provide an effortless customer experience in 3 steps:

1. Send an app-free mobile camera shared link to customers.

2. Request customers to record a video of their issues.

3. Submit the video to you with no file limits.

What is Viewabo Live?

Viewabo Live is a remote visual customer support tool for technical support agents to easily diagnose issues and resolve problems faster by enabling them to access customers' phone cameras to see their issues in real-time without having customers install any app. Support agents can provide quick guidance by drawing on-screen annotations just as if they were there in person. Whenever customers need instant assistance, such as self-installation for fitness equipment, or home appliance troubleshooting, Viewabo Live can quickly help you meet where they are to solve customer problems. Learn more about Viewabo Live.

What is Viewabo?

Viewabo is designed to create fast and frictionless customer support experiences.

It enables support agents to diagnose issues and resolve problems faster by requesting remote access to customer's smartphone cameras and see what customers see without having them to download an app, while minimizing verbal confusion and downtime that can occur with traditional customer support tools like phone calls, email, or chats. Learn more about Viewabo.

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How does Viewabo Remote Visual Support Software help?

It can be difficult to troubleshoot complex cases using online chatbots, emails, or phone calls. That’s particularly true when it comes to hands-on electronics fixes, from plumbing problems to PC troubles. That’s why video chats are proving to be a great tool for tackling a variety of customer service requests.

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Many traditional video chat solutions require people to download an app and go through a registration process. That takes time and can further contribute to customer frustration by adding an unnecessary layer to the process. Simultaneously, video chat solutions need to be built around tools and features that help agents get the most out of their calls.

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Viewabo Remote Visual Support Software is a great tool to help customer support agents to resolve customer issues faster by letting them see issues in the way that customers see and without having customers to go through app hassles. Simply send customers a link via SMS text, email, or other communication channels, agents can view customers' issues in the first contact. It helps diagnose the root cause of the issue quicker and improves support efficiency.

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How do I configure my sound controls during a Viewabo live video session?

Here are the available options:

Speaker icon is on and Microphone icon is on: Both sides can hear each other.
Speaker icon is on and Microphone icon has a line through it: The agent is muted but can hear the customer.
Speaker icon is off (or has an X next to it) and Microphone icon has a line through it: Neither side can hear the other. This might be the default setting when video sessions first connect.
It is not possible for the Speaker icon to be off and the Microphone icon to be on.

Learn how to configure audio settings on Viewabo.

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What devices are supported?

Iphone 6 iOS 11 (Safari 11) or above.
Android 5.0 (Lollipop) or above.
When an end-user clicks a session link, it will open in their native or default browser for their device.
Stable wireless or cellular data connection (minimum bandwidth 1Mbps)

Learn more what you need to use Viewabo successfully.

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If I use Viewabo, do I have to replace my current customer support system?

Not at all! Viewabo only enters into your existing workflow when you need to see what your customer sees in order to quickly diagnose root issues. There is no disruption to your usual processes. Just start a Viewabo video session during the call or within the tickets if you have help desk systems in place, such as Zendesk or Freshdesk.

Create Effortless Customer Experiences

Remote Support Toolbox

Viewabo Live

Viewabo Request

Help Desk Integrations

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FAQs