Glossaire
What is visual customer support?
Visual customer support enriches phone or chat assistance with live visual proof: the customer films, the advisor sees, guides, and decides—in a short session via browser link.
At a glance
Key points in 30 seconds
- In context — Visual customer support: 5–15 min video session replacing repeat phone calls without proof.
- The finding — No app link.
- What you retain — Assistance Video: 1 credit/session, 3 free trials.
- In practice — Sectors: concierge, hospitality, after-sales, camping.
Definition: Support modality where the advisor accesses a live video feed from the customer to understand, guide, and resolve a problem—beyond text or voice channels alone.
Visual support vs phone-only support
About 70% of phone descriptions miss a visual detail. Visual support compresses callbacks and improves perceived responsiveness—reaction in minutes.
Rolling it out
Hotline script: offer video after failed verbal description or as soon as the case is obviously visual. Assistance Video: one-click link from the dashboard.
Frequently asked questions
Yes when there is no install and duration is stated (5–15 min).
Inform about camera use for troubleshooting; frame only on the problem.
Informal yes; for structured after-sales, prefer a pro tool (credits, traceability, GDPR).
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