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Simple and fast Customer Support with Live Video Assistance

Customer Support

Using Xpertlens customers can get live support from a remote technician at the service desk when having trouble with a device. They can easily set up a live support session with their smartphone, point the camera at the device and describe the problems to the technician. They can now provide step-by-step instructions and visual guidance, supported by on-screen drawings, to identify and fix the problem. This reduces customers wait times, increases customer satisfaction and enhances support productivity. 

  • Improved customer satisfaction

  • Reduced customer wait times

  • Increased productivity

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Simplified Customer Support with Xpertlens live video support

Customer David has problems with his washing machine for a few days, it makes strange noises and does not work properly. David already watched some youtube videos and did internet research, but can not identify the problem. He needs live customer support from a technician to troubleshoot the problem.

To do this, the customer downloads Xpertlens from the app store, confirms their phone number with one click in a few seconds, and establishes a connection with a remote technician at the company's service desk. The customer points the smartphone camera at the problem on the device and the remote technician sees what he sees via the screen. The remote technician can now provide step-by-step instructions, supported by drawings on the screen, to effectively understand the problem. After determining what the problem is, he decides whether the washing machine is still repairable, if so, what replacement parts are needed, and whether an on-site visit by a technician is required for this. In our case, parts of the washing machine are broken and an on-site technician is needed to fix the problem.

Xpertlens significantly reduces customer wait times, improves customer satisfaction, shortens travel time, and increases productivity and efficiency. In addition, technicians can provide virtual 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 realtime.

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.