Glossaire
What is video after-sales?
Video after-sales replaces or complements phone support with a visual session: the customer films indicators, error codes, or wiring; the after-sales agent decides between remote fix, spare part, or field intervention.
At a glance
Key points in 30 seconds
- In context — Video after-sales: remote customer diagnosis via smartphone camera (5–15 min).
- The finding — Cuts false dispatches and repeat calls.
- What you retain — Assistance Video browser link, 1 credit/session, 3 free trials.
- In practice — After-sales ROI: 20–35% fewer trips on visual cases.
Definition: Application of video assistance to after-sales service: a visual session to see a fault, guide the customer, order the right part, or plan a relevant intervention.
After-sales issues resolved on video
Error codes misread on the phone, ambiguous lights, invisible wiring, model/part confusion, usage false alarms—cases where seeing avoids a product return or needless technician visit.
Organising after-sales hotline tiers
Tier 1 phone → switch to video if description is insufficient → tier 2 parts or RMA → tier 3 field. Formalise 4 to 6 escalation cases to measure ROI.
Frequently asked questions
No—it complements the phone when verbal description is not enough to decide.
Appliances, professional equipment, rented kit—anything with visible symptoms.
1 Assistance Video credit; compare with depot return or technician travel cost.
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