Remote operations
Marc Prempain
15 April 2024
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In an age when data is one of the most valuable assets, sharing information has become an essential part of daily life and business processes. When it comes to technical or after-sales assistance, B2B and B2B2C companies need to find effective tools to achieve smooth, transparent collaboration not only with their customers but also among employees in a professional environment. Sometimes it can be rather challenging due to growing customer demands, the remote status of the employees in the locations lacking internet connectivity, and time and language constraints. Most importantly, for situations when large files need to be sent, and in particular, videos of a problem, regular emails become inefficient. It becomes a real challenge to share data between workers and customers in mobility and experts and agents in the office. Also, companies have to take into account device compatibility, data cap (the limit of the allowed size of the shared files), and so on. This is where solutions for file sharing come into place.
WeTransfer has become one of the well-known tools and for a long while, it served peer-to-peer needs. However, B2B and B2B2C environments require multifunctional tools. Digitalization has led to the need for solutions that can be seamlessly integrated into bigger tools (such as CRMs, EAMs) without changing user habits. So what can WeTransfer do and why it is insufficient for B2B/B2B2C businesses? What is the alternative to WeTransfer?
WeTransfer is a file-sharing service. With a free subscription plan, the broadband cap (the file size that users can send) is up to 2GB without having to create an account. In order to send large files, a premium subscription has to be obtained, but even with the paid plan, there is a limit of 20GB for shared files. In both cases, WeTransfer allows all kinds of files.
These aspects seem more than enough for average users when it comes to peer-to-peer interaction. Nevertheless, for complex B2B environments where companies deal with databases, overwhelming queries from customers, and cross-collaborations within departments WeTransfer functionalities are simply not enough. It is a solution that is not designed for a professional environment. It is a great tool for peer-to-peer media exchange, and even though companies have been trying to adopt it, the evident drawbacks make it inconvenient. Shared data is not linked to any potential ticket and as a result, is impossible to trace and store it. WeTransfer is not supported in a number of countries and with the free accounts, companies are not able to keep track of the shared files and protect them with passwords. Data privacy regulations are unique for every country, and since WeTransfer file-sharing settings are not customizable, many companies cannot integrate them into their user environment.
Modern times require modern solutions and there are already many file-sharing services that try to overcome WeTransfer drawbacks.
In this article, we will discuss ViiBE solution that makes technical assistance and after-sales service much easier thanks to fully substituting e-mail attachments and services that impose any sort of limit on the size of the shared files. We will cover how ViiBE can become the alternative to WeTransfer in the professional environment.
ViiBE is a web-based application that requires no download and enables B2B companies from all over the world (ViiBE is deployed by companies located in more than 70 countries) to provide technical assistance and after-sales support across different industries from oil and gas to retail. Seamlessly integrated, it allows agents and experts send a link to their customers to join a real-time collaborative interface where thanks to the immersive view, experts can guide the customer through the needed steps to resolve the encountered problem. At the end of the session, the video recording and all the shared files will be saved in the Archive of the call.
During the session, all types of documents can be shared with no limit in size! After the session, if the expert decides that additional professional assistance is needed, he/she can share access to the Archive with colleagues or customers. Even after the call is ended, new files can be attached and they will be a part of the same ticket. It is crucial to point out that WeTransfer allows up to 50 recipients of the files with the premium subscription, while with ViiBE there is no limit on the number of users.
ViiBE is designed with users in mind and even after successful use cases with ViiBE Call, several limitations were identified:
ViiBE’s product ViiBE Video Report has resolved these limitations and taken file sharing to the next level.
While ViiBE Call allows file sharing in real-time and collaboration among experts after the session, ViiBE Video Report provides asynchronous collaboration between the expert and the customer.
Imagine a customer reporting a problem. Sometimes experts are too occupied with other queries, or the customer is in a different geographical location and speaks a different language. All these aspects may make technical and after-sales assistance frustrating.
With ViiBE Video Report, an expert can send the link to the customer to enter unilateral streaming, meaning that the customer will be able to record the problem, attach all the required files, leave comments and explanations, and send it back to the expert.
In this scenario, both parties collaborate at a convenient time. Even if the connectivity is degraded, the customer can record the malfunction with the phone and then share the files with the expert when he/she is back in an environment with a connection. The customer attaches the video and all the supporting documents. There is no limit to the size of the shared media. At all. For B22 businesses, ViiBE Report is a go-to solution that replaces email attachments and solutions like WeTransfer that are sufficient only for peer-to-peer media sharing.
ViiBE stores shared data in one place, and for the companies, it is a vital aspect in terms of maintaining a rich knowledge management base. Video recordings and exchanged media can be used as learning materials (tutorials, guides, etc.) destined for learning departments.
ViiBE Video Report is a great way of sharing large files when it is an expert who requests a customer to report the problem.
But what about situations when a customer needs to create ViiBE Video Report on his/her own? After receiving such requests from B2B clients, ViiBE introduced ViiBE Video Report accessible via QR code. It is a fully customizable feature that allows customers to request expert assistance.
Customer Company creates call centers with dedicated expertise that are attributed to experts who will be assisting customers.
The whole process can be easily described in the following steps:
ViiBE has use cases when the QR code for ViiBE Video Report has been put on industrial machines (and used for preventive and reactive maintenance) as well as integrated in online assistance forms.
ViiBE provides holistic value across companies’ departments.
ViiBE is a strategic technology bringing holistic value across its clients’ departments. Thanks to remote visual support, experts can establish professional diagnoses without displacement which increases the first contact resolution rate. Avoided useless displacement leads to decreased operational costs and C02 emissions. Companies can significantly strengthen their CSR strategies.
Many companies are tied to contractual deadlines that dictate the timeframe during which assistance has to be provided to customers. Both ViiBE Call and ViiBE Video Report serve as time-coded proof of when, at what time, and where the session started. This information can be used for reports of technicians’ compliance.
It takes just a couple of minutes to launch ViiBE Call or to request the customer to send ViiBE Video Report. This rapidness allows companies to show their customers with what proximity they can be assisted. A fast and efficient interference increases customer loyalty and the ability of the technician to get an immersive view of the customer’s problem brings a human touch to this interaction.
Since all the shared data is stored in one place, companies can build a strong knowledge base. Think of the company that owns several call centers. Video recordings of the sessions and shared files can be used for tutorials and guides to train new employees, create standardized templates for interaction with customers, and so on. If you are a company that deals with heavy equipment; videos of the anomalies can be shared with the QoS and R&D departments and could help improve the new versions. These are just a few examples. Among ViiBE customers are companies from the retail and insurance industries to the oil and gas sectors.
When looking for the most convenient ways to transfer files, B2B companies tend to value those that are secure and can transfer large media in one go with no data cap. When both customers and experts can do it smoothly, it creates a high-quality experience for the parties. ViiBE offers a solution that links shared data to tickets and work orders in the CRM that your company uses. It ensures collaboration even in an environment with degraded Internet activity.
Get ViiBE demo to see it in action!
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