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Enhancing Customer Support with Pre-Inspection using Remote Assistance

Customer Support Pre-Inspection Image

Replace time-consuming and costly customer visits through a remote technician pre-inspection to understand the problem and decide if an on-site field technician is needed. The customer can access live support from a technician at any location when having troubles with a device. They see what the customer sees and can give visual guidance to effectively understand the problem. This significantly reduces unnecessary technician visits, increases customer satisfaction and reduces customer wait times. 

  • Improved customer satisfaction and wait times 

  • Reduced unnecessary on-site visits

  • Increased productivity

XPERTLENS-7Enhancing customer support visits with remote pre-inspection using Xpertlens

Customer René has problems with his washing machine for a few days, it makes strange noises and does not work properly. René has already watched some YouTube videos about it, but he could not identify the problem. He requires the help of a technician to fix it. 

To do this, the customer downloads the Xpertlens app, registers in less than 20 seconds with just one click, and uses their local phone book to reach the service representative. The remote technician sees what the customer sees via the screen and can highlight things to help effectively understand the problem and provide step-by-step work instructions to fix or inspect. The remote technician then decides if an on-site technician is needed and what replacement parts need to be brought in. In our case, David's washing machine needs some replacement parts and an on-site technician visit is required.
Xpertlens significantly reduces customer waiting time, improves customer satisfaction, reduces unnecessary on-site visits, and increases productivity. Technicians can also provide virtual work instructions and warnings to customers, reducing the risk of injury and increasing safety.
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Save Time and Money in Remote Maintenance

Xpertlens is perfect for any remote expertise: Identifying the issue on a broken device, setting-up network equipment, supporting complex machinery maintenance, installing a new router - skip the travel, switch to remote support!

Instead of trying to explain a complicated situation on the phone, connect an expert and show a live feed of what's going on. Draw on the feed to highlight specifics. In real-time.

Xpertlens sets benchmarks in data privacy. All relevant data is only exchanged through peer to peer and stored on your local device.

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Our Benefits

Sharing real-time visual data and knowledge between experts and remote workers is a game changer in becoming a real-time company. Digitize any remote service and support task now with Xpertlens:

Real-time sharing

Live sharing of visual data between technicians and remote experts increases the agility by enabling prompt decision-making and effective collaboration.

Minimize field service visits

Fix customer issues without on-site visits, through remote support sessions.

Reduce travel costs

Save travel time and make support lightening-fast, no on-site visits needed.

Maximize support productivity

Increase productivity of your support staff: Reduce field trips, solve more problems real-time with augmented reality.

Minimize unplanned downtime
Maximize machine uptime with real-time support available on every smartphone in the factory!
Counter technician shortage

Complete more assignments with existing staff through remote experts and live video support