Industry

Fitness Equipment

Diagnose Fitness Equipment Issues Faster

Viewabo gives you video access to issues with no install for customers, making diagnosis quicker.

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Tech Support Challenges

Phone calls last way too long because verbal communication limits technical supports’ visibility into issues with equipment like treadmills. Finding solutions to fitness equipment repair can take hours, or the machine is not functioning at all, leading to frustration for both support and customers.

Customers have limited knowledge of technical terms, making it hard to explain complex issues over phone, chat, or e-mail. Technical support managers struggle to get a grasp of the fitness equipment repair  issue and might give the customer incorrect guidance.

Misdiagnosis can lead to the wrong replacement parts being ordered and shipped, with technical support managers not discovering the error until an on-site visit. That means wasted time and manpower as well as extraneous shipping costs, while the fitness equipment repair remains unresolved.

Viewabo Use Cases

Weights on a fitness equipment rack

Video Support to Speed Up Repair Sessions

Viewabo Live allows you to initiate real-time video support by sending an SMS link to access customer's phone camera, helping self-installation or fitness equipment maintenance cases go a lot faster.

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Identify Problems Faster, Reduce On-Site Visits

Fix equipment faster and avoid ordering the wrong parts by using live video and annotations to guide customers on diagnosis and resolutions.

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Video Session Recordings Train New Agents

Video session recordings allow new agents to review how past issues were diagnosed and resolved making it faster for them to get productive.

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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.

How Can Viewabo Help

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Troubleshoot Faster

By seeing what customers see, engineers can get to the root cause of fitness equipment breakdown quickly without relying on verbal cues.

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Faster Diagnostic Speed

Have visual confirmation on the correct parts of the device ahead of an in-home fix and diagnose the root cause of an error in less time.

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Train Technicians

Video recordings help new support reps with limited experience quickly understand how to fix different non-functioning equipment models.

Phone camera pointed at someone fixing a fitness machine

Remote Visibility for Diagnostics

Viewabo remote visual support tools allow technical support to see issues firsthand without having to do all the guesswork, also taking the pressure off of customers to explain complex device specifications verbally.

Learn More→
A phone camera pointed at a fitness machine

No More Lengthy User Manual

Viewabo Live annotations enables you to guide customers in real-time for proper fitness equipment assembly, or repair, making it easy to highlight certain areas on-screen to determine which part of equipment failure is due to accident or abnormal use.

View Pricing and Plans→
Customer service agent watching a video on repairing  fitness equipment

Train with Video Recordings

Viewabo's Video Recordings allows you to keep all the troubleshooting video sessions, which immediately become training resources for your support team to enrich support knowledge as well as streamline product feedback across teams in your organization.

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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

"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

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