Remote operations
Marc Prempain
7 May 2024
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Online video call apps are video conferencing support services that let you combine both calling and video tools to best reach your troubled customer and provide them with a customer support experience of the utmost quality. Generally, by using a designated video call app such as ViiBE, the customer support agent can provide video-based virtual assistance that is much more accurate and interactive – despite being remote – as the customer can use different collaborative tools and obtain step-by-step guidance to a fast issue resolution.
With more and more operations being conducted online rather than in person, IT and tech support has also become much more remote than in previous years. But as with everything, the process of switching from one way of operating to another takes time and entails challenges along the way.
When conducting tech support online through a web browser, one faces a risk of the end-user, meaning the customer, not having the network infrastructure needed – which poses limitations. Some computers and systems may experience problems with real-time support services such as video conferencing or streaming.
Online safety and cybersecurity is another challenge one has to take into account when conducting tech support online. Recent findings show that on average, only 5% of companies’ folders are properly protected – this poses a grave threat to remote operations and providing tech support online.
However, using built-in virtual assistance services, such as a designated remote support software and video call apps previously mentioned, can minimize such online tech support challenges and make the process much more effortless and secure. Web browser-based apps, such as ViiBE, already have built-in security advantages and are generally more secure – we use an encryption technology that lets you use our video chat app and obtain online tech support securely from any device.
As the name suggests, screen sharing technology allows both the customer and the support agent to share what they see on their screen in real-time. Just how can such a solution help ameliorate the online tech support within a video call app? It is crucial to remember that since more and more transactions and interactions are now being conducted online, customers expect the same level of service as the one experienced face to face. Screen sharing technology thus gives tech support interactions a much more realistic and personal touch to a video call app experience. It comes in handy when the voice calling feature isn’t enough and describing an issue and exactly what one has to do to solve it becomes too difficult. It is much easier for the support agent to just show everything over the screen and describe what the customer is seeing.
The success of screen sharing has pushed the technology to evolve quickly and efficiently. Though previously in order to troubleshoot by sharing a computer screen one had to download a specific screen share software and connect it to their device, now the option has become more effortless than ever. There is no need for you to do any extra steps to use the screen sharing feature, as most of the virtual assistance and video call apps will have one already build it – just as we do at ViiBE.
Whether individually or through a group video call, when you reach out to our tech support team through a video call in our video calling app the screen share option within our online support system makes it far easier to understand the issue together and quickly come to an effective resolution – you, as a customer, do not have to worry about a single thing. ViiBE’s screen sharing tool can work on any web browser, whether you’re using Windows, macOS, as well as on smartphone devices as a mobile app, making it possible for you to get excellent help from anywhere and at any time. What’s more, our omnichannel support makes the customer service experience more adaptable to each individual customer’s needs by giving them the choice of video, text, or voice chat within our video call app, depending on whichever feels more comfortable for them at a given moment.
Additionally, ViiBE’s screen sharing tool works both ways. Apart from making the customer-agent interaction easier and more seamless in itself, it also plays a very important role in companies’ knowledge management that is later on used to implement changes needed to improve customer service accordingly. Such a screen sharing solution can be adaptable to your business needs, whether big or small. For example, ViiBE’ video call app can help you track employee performance by sending a short survey at the end of each call and immediately updating key performance indicators for your support agents based on customer responses. Then, with our inner ticketing solution, we can categorize the data gathered and manage it to ensure better customer communication efficiency and the most efficient optimization.
Augmented reality is a technology that uses a screen interface to project images onto the user’s line of sight, and is a way of overlaying information onto a digital screen. With its ability to maintain the essence of the real world at the same time enhancing it with digital elements, AR is considered a game-changer across various industries, both online and non-virtual – it comes as no surprise then that the AR market is currently estimated to reach $12 billion and almost 2.5 billion users are predicted to have used it by 2023.
The AR technology in virtual visual support is particularly useful in situations where the video has to be of the utmost quality, such as group calling or during important conference calls. By overlaying virtual objects and surroundings with the real world on the shared screen, the quality of the video call reaches another level, bringing the visual support standards to an HD video resolution. Video call apps that host the AR feature within their virtual support services are bound to provide an exceptional high-quality video experience, which is much more satisfying to customers, both individuals and businesses.
Online video call apps for visual support make the process of issue resolution much more interactive, efficient, and of much higher quality – and for those reasons, they are slowly becoming the most popular and chosen form of online tech support out there. With their different collaborative tools that can help optimize the customer service experience, video call apps that provide such resolute virtual support through free video calls take video conferencing and virtual assistance to another level.
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