Remote Video Asistance is an absolute game changer for supporting equipment in the field. Leveraging existing smartphones, your agent sees exactly what they are seeing locally, speeding issue resolution, improving customer satisfaction and saving you money at the same time.
See Exactly What Your Customer is Seeing
No App Required
We literally invented the category
Multiple Ways to Cost Effectively Improve Your Service
How it works
Agent Texts Link to Customer
Customer Touches Link in the text message
Live Streaming from Customer Phone to Agent Begins
Just Text -> Touch -> Stream Live
Core Field Service
Reducing Truck Rolls, Saves Big
No matter how you look at it, dispatching a truck for remote service is expensive.
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With labor, specialized equipment, fuel, and the technician's time, the Technology & Services Industry Association (TSIA) estimates that the true cost of a single truck roll is approximately $1,000.​
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As of 2025–2026, the marginal cost of operating a medium-to-heavy truck has reached roughly $2.27 per mile.​
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If a single roll costs $1,000, eliminating just one unnecessary dispatch per week saves over $50,000 per year in direct costs.
Fix It Right the First Time
A significant percentage of truck rolls result in a "no-fault-found" status, using Remote Video Assistance these can either be fixed or managed without having to ever send someone on site. And when you do need to send a truck, diagnosing the issue before dispatching a vehicle strongly improves First-Time Fix Rates (FTFR) by ensuring the technician arrives with the correct parts, effectively eliminating "double truck rolls" (two trips for the same fix).
Warranty Support
The administrative cost to process, verify and pay a single warranty claim can range from $50 to $500 depending on the complexity of the equipment. Visual verification can reduce total processing time for a claim by 70% to 90%.
Automating claims processing with visual verification can reduce total processing time by 70% to 90%. Likewise, using live video to document issues provides a "digital audit trail" that is far more accurate than manual forms. This has been shown to reduce claim handling errors by up to 14x, ensuring that payouts are only made for legitimate, policy-compliant issues.
Process Claims Faster with High Quality
Superior Automation & Tracking Capabilities
Using our Remote Video Assistance along with one of our supported CRM Connectors, allows you to keep all of your data together in a single place. You can track any still images taken during a video claims session as well as the video itself right inside the CRM attached directly to the customer account, making it is easily accessible. All related activities are stored in the CRM making them readily available for inclusion in your standard reports.
Reduce E-Commerce Product Returns
A significant percentage of retail returns occur because the customer cannot figure out how to assemble, turn on or operate the product. Using Remote Video Assistance (RVA), a support agent can guide the customer through the unboxing and setup process. Pointing a smartphone camera at the product allows the agent to provide AR-style annotations (e.g., "Plug this cable into the blue port"). This "White Glove" support can reduce technical-difficulty returns by 50%.
Reduce Product Returns
Opportunity to Build Brand Loyalty
Video support transforms a transactional interaction into a relationship. When a customer has a face-to-face interaction with a brand representative to solve a problem, their brand loyalty increases significantly, and they are more likely to keep the product even if there is a minor learning curve.
