Biomedical Technician Challenges

Medical devices such as respirators, ventilators, or anesthesia machines are the backbone of medical facilities. Too much downtime drives costs for providers and delays critical patient treatment.

Medical device companies with many technicians in the field sometimes have to mobilize multiple senior agents due to complex repairs or lack of knowledge by the technician on hand.

In-person training is expensive and time-consuming due to the complexity and diversity of different kinds of medical equipment.

Viewabo Use Cases

A desktop PC streaming a video of a doctor

Video Support to Reduce Medical Device Downtime

Viewabo helps technicians to quickly diagnose medical device issues remotely via an SMS link access to clients' phone cameras, saving critical time for human lives affected by unnecessary downtime.

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Annotations to Keep Emergency Services Running

Viewabo enables medical equipment repairers to instantly diagnose equipment problems with real-time annotations to show clients how to self-adjust components for urgent repairs or installation.

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Two gloved hands operating a blood testing machine and a flask of bloodDoctors gathered around a device

Video Recordings Enhance Offline Hands-On Training

Each video session is recorded for training biomedical technicians to help them quickly understand what different components are, and learn how to troubleshoot as fast as possible.

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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.

agent/support service icon

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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Maximize Medical Device Uptime

Viewabo video support gets the preventive maintenance process on medical devices moving quickly, and maximizing equipment uptime.

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Increase Expert Effectiveness

By speeding up diagnosis via real-time annotations on the client's phone screen, Viewabo lets healthcare experts focus on what’s most important: their patients.

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Speed Up Technician Training

Giving technicians firsthand views of new device fixes and providing them knowledge with video recordings gets them up to speed more quickly.

Phone camera pointed at a medical device for dentists

Instant Remote Support to Increase Uptime & Treat More Patients

Viewabo gives biomedical equipment technicians instant video access to the client’s phone camera without having them install any app, increasing repair efficiency and helping troubleshoot as fast as possible.

Learn More→
Phone camera pointed at a medical device with tubes

Remote Visibility to Save Unnecessary Manpower

Viewabo Live’s Annotations let you guide clients or on-site medical device technicians as if you were in the room, lessening the need for additional support allocation to the field and saving resources.

View Pricing and Plans→
A customer service agent watching a video orientation about medical devices on her computer

Onboard Technicians on New Equipment

Viewabo’s real-time video support lets medical device technicians get an eye on more varieties of medical devices without leaving the call center, speeding up their proficiency and limiting the need for outside training.

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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

"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