Comparatif
App vs browser link: which journey for customer video support?
Requiring an app blocks a significant share of customers: seniors, travellers, low digital confidence. A browser link removes that friction.
At a glance
Key points in 30 seconds
- In context — Dedicated app: more control but install friction, refusals, personal/pro mix.
- The finding — Browser link (Assistance Video): zero install, universal smartphone adoption, 5–15 minute session, one credit.
- What you retain — Verdict for customer support: browser link wins on adoption; apps suit controlled internal fleets.
Why apps slow customer adoption
Store, download, storage, updates, account—each step filters customers. On the phone, “install our app” creates mistrust; “open this link” feels familiar.
What the browser link delivers
Tap, camera permission, session live. Works on recent iPhone and Android without an app store. The professional generates the link from the dashboard.
When an app can still make sense
Homogeneous internal fleets: all technicians on the same app, trained B2B customers, deep ERP integration—not typical mass-market customer SAV.
Go further
Try Assistance Video
Create a session in seconds, send a browser link to your customer, and test professional video assistance with 3 free credits.
Start — 3 free sessions