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How to Help Customers Install & Troubleshoot Modems, Remotely

When users demand fast assistance with setting up or troubleshooting a modem, your team should be able to offer help then & there, WITHOUT scheduling a home visit from a field tech.


How quick could your support queue move if your inbound agents could just see what the customer is seeing in front of them? Text, point, & solve mobile camera streaming is your answer.

Telecommunications & IT companies can resolve more hardware or equipment issues faster, without ever rolling a work truck to the site. Working out of the same CRM, VCC, or ticketing system they’re used to, your agents can utilize mobile camera streaming to leverage existing on-site audio/video tech–the smartphone in everyone’s front pocket–into a lightning fast troubleshooting system.

Many field service issues can be solved easily from afar

When Recursive Labs built our mobile camera streaming platform, we worked with a Fortune 100 food & beverage company that needed to quickly & easily fix equipment deployed worldwide. We were tasked with increasing their first call fix rate by 1%.

We increased it by 10%.

That's exactly why mobile camera streaming is used by major field service teams hundreds of times per day! It's quick, hassle-free, &, best of all, it just works. Even in areas with low bandwidth.

This same system is an ideal match for ISPs, telecommunication companies, & IT teams with hardware in the field.

Why send a field service specialist in a company truck out to a job site when you can first let them try to resolve it remotely, with virtual eyes & ears on scene, before you spend a dime?


Mobile cam streaming makes it easy to..

  • Diagnose & evaluate issues effectively

  • Reduce unnecessary truck rolls

  • Relay physical instructions through video

  • Offer personalized service experience remotely

Mobile Camera Streaming Overview Video

How mobile cam streaming works

Whether you need a view of cords plugged into the back or error codes in the front, having the ability to freely move a live camera feed around a piece of equipment like a wireless modem means that your remote support teams get a real time view of the issues at hand.

  • Your team sends a text message from their agent screen

  • The end user taps a one-time use link in the SMS message

  • Point any forward- or rear-facing cam at the problem & collaborate

The secret sauce that makes it all work is the convenience. There are no downloads. No tutorial needed; the learning curve is non-existent thanks to a simple visual interface. No residual data is left on the end user's device after the video call concludes.

It's quick, clean, & efficient.

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Still have questions?

We are happy to answer any questions you have about cobrowsing, screensharing, mobile camera sharing, video chat, & more. Recursive Labs is an industry leader in Next Generation Visual Customer Engagement & our team has plenty of knowledge to share!

Shoot us a message & we'll send more info!

Recursive Labs is an industry leader in next generation visual customer engagement software in the form of secure no-download cobrowse, screenshare, video chat, & mobile camera CRM software. We help companies connect customers & support teams seamlessly through no-download visual engagement tools that integrate with major CRMs.

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