Remote video support software helps customer support agents and technicians provide remote guidance to customers. A primary benefit of this product is reducing unnecessary technician and expert travel to on-site locations, lowering business travel costs. The support is delivered to the customer using their handheld devices like smartphones and tablet computers. Customers can describe their problems through images, video, or live feeds through their device’s camera and screen. Likewise, the support agents can interact with the video feed by pausing or snapshotting an image to instruct the customer on the location of the problem and how to navigate it. Some remote video support platforms provide computer vision technology to provide customer self-service. A common example is when a customer struggles with troubleshooting their PC desktop setup to connect a new monitor or to locate the reset button.
The capabilities and function of remote video support software overlap heavily with AR collaboration tools, but remote video support is explicitly designed for non-technical customers. Remote video support also differentiates itself from remote support software in that remote video support connects with mobile devices while remote support assists through laptops and desktop platforms. The platform needs to be as user friendly as possible to make the experience accessible for customers of all age ranges. The user experience can be as simple as clicking on a link delivered through SMS.
Remote video support software frequently integrates with help desk software, live chat software, customer self-service software, and digital customer service platforms.
To qualify for inclusion in the Remote Video Support category, a product must:
Be intended for use by customers and people in a customer service environment
Provide live-feed video communication between support agent and customer through a mobile phone or tablet
Allow the support agent to pause, screenshot, point & annotate, draw, record, and zoom with the video feed
Resolve customer issues by a support agent, technician, or AI-driven computer vision
