Tech Support Challenges

IT departments are under increasing pressure managing the IT needs of distributed workforces. Viewabo's remote visual support tools allow real-time support anytime and anywhere with the ability to see what clients are seeing.

Getting client requests sorted within a set timeframe demands productivity, collaboration, and fast troubleshooting. Viewabo requires no app downloads from clients, which means no wasted time spent struggling with broadband connections, hardware, or installation when assigning tickets.

By recording live videos of support sessions, Viewabo enables you to build an effective knowledge base of client processes with real-world troubleshooting for different levels of support and field technicians, streamlining customer support workflows.

Viewabo Use Cases

tools on a laptop

Solve Issues Faster With App-Free Visual Support

Initiate real-time remote visual support via an SMS rather than buzzing in on calls or apps. Viewabo lets agents fulfill client inquiries faster than with traditional support tools.

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Clearer Conversations With Real-Time Annotation

Viewabo allows you to annotate directly on video sessions instead of trying to converse blindly over service calls. Provide timely responses and quicker resolutions without exceeding the SLA.

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A customer support agent with a headset on a laptopA man troubleshooting on two laptops

Monitor Support Performance With Video Recordings

Video sessions are automatically recorded for future reference and can become your training library. Review past recordings to see what happened.

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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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Achieve Better Clarity

Viewabo allows you to visually direct clients to quickly diagnose issues, guide fixes, and get a clear look at the situation.

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Resolve Problems Quickly

Viewabo helps your clients feel they’re receiving the assistance they need on the first contact instead of getting lost in the system.

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See What Happened

Each recording is logged to a support ticket for easier referencing. Review recordings to see what happened in past sessions.

Phone camera pointed at a CPU fan

Provide Instant Remote Support Without App Downloads

No need to ask clients to download, install, and sign into an app. Viewabo lets you send customers an SMS link to start troubleshooting instantly, optimizing processes to focus on solving problems.

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Phone camera pointed at a hand unscrewing a laptop cover

Remote Visibility to Diagnose and Troubleshoot Issues Quickly

From PC building to telecommunications, Viewabo’s live on-screen annotation tool lets you guide clients to resolutions, making remote troubleshooting as easy as if you are there with them.

View Pricing and Plans→
Customer service agent watching a video about factory machine installation

Video Recordings Can Serve as Documentation and Training Resources

Viewabo records video sessions for record-keeping, which can also be used as future training material for support teams.

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

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Trusted by Technicians at Companies Like:

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