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 they brought the wrong tools and parts. This causes wasted time for both the customer and the technician as the service needs to get rescheduled.

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 Use Cases

an architect consults a construction manager

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 increasing first contact resolution rates.

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Save Time With Real-Time Visual Instructions

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

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A worker clipping a bundle of cablesa field service worker inspecting solar panels

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.

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

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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.

How Can Viewabo Help

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See the Problem

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

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Install Equipment Remotely

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

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Save More Precious 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

Remote Visibility for Faster Work Order Processing

Fulfilling outsourced work orders is a long and complicated process with multiple steps. Viewabo gives you visual access to problems before you get on the road to speed up the process significantly.

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Phone camera pointed at a door in a room

Real-Time Video Guidance to Reduce Field Service Time

View Pricing and Plans→

On-screen annotations and instructions let you guide customers through installation or maintenance, reducing the amount of required field service time.

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

Get Started Today

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See how Viewabo can seamlessly integrate with your customer support workflow.

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Current Clients

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

NZXT logo

"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