Use the Apizee connector to offer your customers video assistance!

Video assistance is an essential communication channel for more easily resolving customer requests.

Indeed, rather than explaining the problem, customers only need to show it, whether via their smartphone camera, PC webcam, or by sharing their screen.

This often allows for immediate resolution of a technical issue by identifying the fault or guiding the customer on what to do. Video assistance thus helps avoid scheduling a physical visit when it’s not necessary.

Here are just some of the features of video assistance on mobile:

• Use of the front or rear camera of the smartphone
• The ability to remotely turn on the smartphone’s camera to improve lighting
• Activation or deactivation of the smartphone’s microphone.
• File sharing (sending/receiving)
• Screen annotations
• Taking photos
• Using a pointer on a specific area of the screen
• Chat (messaging)

On PC, the features are similar:

• Use of the PC or tablet webcam
• Co-browsing (screen sharing) to guide the customer with their mouse or by pointing to an area of the photo remotely
• File sharing (sending/receiving)
• Screen annotations
• Archiving of media (photos, etc.) with timestamping
• Using a pointer on a specific area of the screen to guide the user
• Chat (messaging)
• …