Viewabo remote visual support app helps customer support employees who deal with complicated assembly, debugging, and operations to diagnose and address problems quicker and more easily than using conventional assistance techniques.
Customer support
9
Value for money
9.3
Ease of use
9.2
Features
9
Pros
Easy to use
Start the video feed in a windows format
Stream with the customer and troubleshoot
Able to use on most devices
The ability to highlight certain areas on the screen
Easy to set up via SMS, email, or link
Cons
Network connection issues
Keeps coming in a negative filter, making it a little hard to see
With Viewabo’s remote visual assistance software, customer service agents may more quickly and accurately diagnose and fix difficulties with complicated assembly, maintenance, and operations than with more conventional help techniques. Support agents may use Viewabo to gain access to clients’ smartphone cameras without requiring app installation.
By delivering an SMS link to access their smartphone cameras without requiring consumers to download an app, it allows you to support your clients in real-time and observe what is happening. It streamlines the troubleshooting and resolution process, resulting in happier customers, less chance of losing business, and savings on travel expenses and return merchandise authorizations (RMAs).
Read further to learn more about Viewabo, in our review we will detail its features, pros and cons with our rating, and a conclusion about why you should use it.
Click on “open” if you want to see exactly what we will talk about in the rest of this article.
Viewabo is a service that facilitates the sharing of live-streamed videos of problems by customers without the need for an application, helping customer care representatives to better comprehend and resolve these problems via in-person servicing. It is headquartered in Palo Alto, California.
Dialpad is available to its staff members 24/7, regardless of where they are (at their desks or elsewhere). It’s been a good time all around when they’ve been able to chat, text, or jump on video conversations with one another, no matter their location.
Dealing with difficult client issues through email, chat, or the phone can be a real pain. If agents can’t check to make sure the problem is being corrected, it takes longer to do so, and the case isn’t closed. It is a web-based service that provides insight into how consumers experience issues. It streamlines the procedure of diagnosing problems and fixing them. Therefore, it lessens the possibility of losing customers, lowers the expense of in-person repairs, and does away with any need for RMAs.
It integrates video streaming with other forms of interactive communication with different color boxes to provide customer service representatives with a clearer picture of the issue at hand. This enables them to resolve offline issues far more rapidly than is possible via more conventional customer service channels such as phone calls or email.
An app is unnecessary. The web-based Viewabo platform is optimized for producing quick and easy customer service interactions. The onboarding process is simple since a support agent only needs to send a client an SMS containing a link to access the user’s smartphone camera and start a live-streamed video. Important customer service software like Zendesk is compatible with their solution.
Viewabo specifications
Features
App-Free Visual Support / Integrations / Record Customer Support Video Calls / Self-Service / Viewabo Request
Best suited for
Small businesses, Mid size businesses, Large enterprises
With Viewabo, you can choose from three different subscription plans: Basic ($20/month), Standard ($40/month), and Enterprise (Contact for a quote). All of these packages provide little savings if you purchase for an entire year of service at once. You can also get a free trial.
Use a simple SMS link to communicate with clients. Customers may address their problems remotely by clicking the link and sharing the camera from their smartphone. You may view the customer’s live feed through an SMS link through their mobile device’s camera. Use the annotation features as the second set of eyes to spot problems and figure out how to fix them.
Customers may also email you videos of their issues without having to download an application. Streamline processes and respond to requests for help in a timely manner. Zendesk and Freshdesk users may also include It in their existing processes. Start using ticketing systems for remote visual assistance at your help desk.
Record Customer Support Video Calls
Your video recordings of remote support sessions can be used as a resource library. Facilitate open communication between teams and root out causes of problems. The sessions can be recorded and made available to anybody with a license in your company and will be the only thing you need to satisfy your customers.
You may do this directly in the app or, if your Viewabo plan includes a Helpdesk interface, in the ticket for that particular session. You and your representatives can see recordings using the Viewabo online interface. There is no limit to how many times you may watch the recordings. All Viewabo sessions are now recorded and kept indefinitely.
Integrations
In our experience, it functions best when used in its most basic form, without any further integrations. Integrations with common ticketing systems are also available. It was originally built as a Zendesk application, and they’ve improved its functionality within that platform. When you first started using Zendesk, Viewabo was confined to the sidebar. It could only be accessed from inside an existing ticket by opening the sidebar (if it wasn’t yet visible) and selecting it from the list of available programs.
Thanks to a recent upgrade, the application is now accessible from the Zendesk menu bar. Now, when you’re in a pinch for time but still want to get started with Viewabo, you can do so with less hassle. They finally added support for Freshdesk after many requests. Its integration with Freshdesk allows you to access the service for diagnosis processes without switching applications and get an overall positive experience.
Viewabo Request
They are in the process of introducing a new tool called Viewabo Request, which enables you to request that your clients submit a video clip of their problems on their own schedule and without the need for an application on their end, which offers an ease of access.
Viewabo Request is now in beta testing. Your clients may send you video recordings even while you’re not accessible, and you can watch them whenever you have the opportunity to do so. There really isn’t a useful application that can be downloaded or installed on their device.
They are provided with a URL by which they may easily upload a video recording utilizing the camera on their mobile device. Customers do not have to make a video physically, access their email client or proceed to a web form, look for the clip on their smartphone, and attempt to submit it while maintaining below file size limits. All of these steps are unnecessary with a sort of security.
Self-Service
They are launching self-service features so that you may join up on your own and evaluate what we have to offer independently. In the past, you were required to get in touch with them before you could begin. While doing so is a great method for them to begin to know you and comprehend how they may help you with your issues, not everyone is interested in having a conversation with a salesman before they begin.
Viewabo is an excellent tool to possess as a tech support intermediary for an awesome client experience, and customers enjoy using it as well. This is due to the fact that it enables customers to demonstrate the problem they are experiencing in real-time detail, which eliminates the requirement for customers to define the problem over the call or in an email. It is also very easy to use.
It eliminates the need to speculate and try to figure out what the consumer is trying to convey to you in the first place. You may virtually view what they see in real-time, eliminating the need to stand in line for emails containing images to be delivered. You may easily set up a meeting for such issues without any difficulty on your end and without the client’s dissatisfaction when using this helpful tool.
It has been shown to be useful in situations in which the consumer is capable of figuring anything out on their own. Making it simple and quick for you to assist them with customer issues with a better understanding.
