Industry
Field serviceS
Better Than Being There
Viewabo enables field service technicians to provide remote technical services and maintenance support without the need for on-site visits.
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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 simple fixes are totally possible. This causes wasted time for both the customer and the technician as the service could've been done remotely.
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.
Get an understanding of the equipment problem and parts needed before you get on the road, speeding up work orders and reducing unnecessary customer visits and costs.
Watch a Demo →On-screen annotations let you guide the customer to resolutions, decreasing the number of in-person visits that field service technicians need to make in a day.
Viewabo records video sessions for record-keeping, which can provide valuable customer insights and decrease time needed for sourcing training materials.
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.
Viewabo allows field service technicians to get a look at the problem before they step in the truck so that they can arrive prepared.
Use Viewabo’s on-screen annotations to guide customers through installations and maintenance, avoiding the need for on-site field service.
Viewabo automatically records your video support sessions, shaving time off of work order reporting that you can put towards more tickets.
Viewabo gives you access to see problems via customer’s phone cameras before you get on the road. Speed up the processes significantly.
Learn More→
Keep up communication between technicians in the field and the office with on-screen annotations and visual instructions to provide installation service and maintenance support. Reduce mix-ups, miscommunication, and frustration for your customers.
Video recordings allow technicians to assemble work order reports quickly. They also provide a firsthand reference for common customer behaviors to allow field service providers to improve service quality.
Free use of Viewabo Request while in beta.
Try and see how Viewabo makes your support processes easier and faster than before.
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