Industry

Telecommunications

Reduce Truck Rolls and Network Downtime

Viewabo makes telecom support easier, from fixing in-house routers to maintaining equipment in the field.

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Telecom Support Challenges

Telecoms face an overflow of support cases that require on-site services, which result in high dispatch rates and overworked support teams. Viewabo visual support can mitigate this by increasing the number of cases that can be resolved remotely.

A day or even a few hours of network downtime can lead to critical situations for telecom customers such as businesses, factories, or hospitals. Viewabo's remote video support lets technicians instantly get an eye on problems before being on-site, limiting the amount of equipment downtime.

Trying to resolve router connection issues over the phone can get complicated quickly. Viewabo allows you to connect to the customer's phone camera and let you guide them on what to do through on-screen annotations.

Better Than Being There

Less Truck Rolls with Mobile Video Support

Initiate real-time visual support via one-click phone camera share to see customer issues remotely and reduce the need for on-site dispatches.

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Visual Guidance for Complex Issues

Viewabo allows technicians to annotate remotely on a customer's phone screen to provide guidance on resolutions and avoid miscommunication.

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Save More Time With Recordings

Videos are saved once you’ve fulfilled customer requests, helping service teams save time on reporting so they can focus on resolving inquiries for more customers.

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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.

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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.

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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.

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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.

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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.

Support Without Dispatching

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Reduce On-Site Dispatches

Viewabo helps you resolve issues remotely, reducing the need for costly on-site dispatches.

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Keep Networks Running

Keep your customers happy by keeping their networks running. Resolve network issues faster with Viewabo’s remote video tools.

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Expand Support Services

Integrating Viewabo visual support into your workflow expands the range of support services you can offer customers.

A phone pointed at a busy router

A Smart Alternative to Dispatching

Viewabo provides technicians instant access to a customer's phone camera without them installing an app. Operational efficiency can be increased and on-site visits can be reduced.

Learn More→
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Remote Video Support With Ease

Viewabo's on-screen annotations let you guide customers on resolving network issues, avoid verbal miscues, and make remote troubleshooting easier.

View Pricing and Plans→
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Higher Efficiency for a Better Customer Experience

Get Started Today→

Adding Viewabo to your workflow helps enhance customer support experiences by speeding up the resolution processes and amplifying the care of customer support with less operational costs.

Faster Support with Viewabo

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Try and see how Viewabo can accelerate your customer support processes with ease.

Let's Viewabo

Loved by Businesses Around the World

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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.

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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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