Service Agent's Challenges

Complex cases are difficult to resolve over phone calls, live chat, or emails, resulting in escalation to multiple support tiers. By enabling equipment technicians access to customers’ phone cameras, Viewabo helps diagnose and resolve issues right away with no need for transfers or escalation.

On-site visits and high demands on tech staff are required for simple-to-resolve issues, due to a lack of problem visibility. By seeing what customers see through their phone cameras, Viewabo enables technical support agents to provide remote fixes, removing the cost of unnecessary services.

Time and resources are spread thin on cases that take longer than necessary to resolve. With a streamlined customer support workflow, Viewabo remote support software frees support teams' workload to service more customers, with less staff required to cover backlogged requests.

Viewabo for Equipment Repair

Remove Frustration From Service Calls

Viewabo enables you to identify the root cause of a reported issue by a live video session via customer’s phone camera. Easily understand which part should be replaced before providing additional technical support to your customers.

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Diagnose Remotely to Reduce Equipment Downtime

Diagnosing the problem with remote visual support before leaving for an on-site visit ensures customers’ commercial electronics equipment downtime is minimized.

Explore More Features & Plans→

Streamline Support Processes with Less Costs

See machine issues remotely with one-click access to customer's phone camera. Videos are saved to keep a record of what happened across the team.

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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.

customer service agent

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.

customer service agents working together

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.

customer waiting in front of computer

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.

customer service agent fixing computer

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.

a customer giving a 1 star review

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

person icon

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.

Deliver Support with Ease 

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Troubleshoot Remotely

Real-time live video support allows you to troubleshoot issues and service customers as though you were there in-person.

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Decrease Confusion

Annotate directly on the customer's phone screen to let the customer quickly understand your instructions and to guide them to fixes.

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Record, for the Record

Viewabo automatically records the video support session, letting you easily create training resources & avoid future issues

Someone using Viewabo to troubleshoot a commercial printer

Faster Resolutions with Mobile Visual Support

Phone calls or email can drag out resolution times. Viewabo makes remote troubleshooting and machine repair as easy as if you were in the room. Access customer's phone cameras to see equipment issues without having them download an app.

Learn More→
Someone using Viewabo to fix a commercial printer

Annotate to Increase Uptime

Technicians often arrive on-site without the right components, resulting in multiple trips and equipment being unusable longer. Identify the problem with annotations and know what parts you need before going on-site.

View Pricing Here→
Tech support watching  someone fix commercial electronic

Prioritize Better with Customer Requests

Service Teams often get tied up on a single ticket that could’ve been resolved quickly. Viewabo helps you save a huge amount of time figuring out the root issue. No app required for customers and more time for problem-solving.

Try Viewabo for Remote Support→

Discover an Easier Way to Support

No Credit Card Need. Try Viewabo for free.
Try and add Viewabo into your customer service workflow for faster resolutions.

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Used and Trusted by

bevi logo

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.

cyberpower pc logo

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

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

-Director of Support at Bevi

"We can quickly set up a session without any hassle and without the customer's frustration, making it easy and fast to help them with their tech problems."

-- Tech support representative at CyberPowerPC

"Customers are quite surprised when we use Viewabo. They say 'Wow! You guys are actually able to see what I'm seeing right now!"

-- Tech support representative at CyberPowerPC

"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

"This person was plugging in their monitor cable into the motherboard instead of the graphics card. Because [of the] Viewabo app, I didn't have to have them send in their graphics card for a replacement."

-- Tech Support Representative at CyberPowerPC

Use Viewabo in Other Industries

FAQs