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TeamSupport Turns to Video for Customer Support

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TeamSupport Turns to Video for Customer Support

October 15, 2015

  By Maurice Nagle, Web Editor

Customer support in the B2B environment can pose a challenge at times. In many instances, firms are reduced to filling a box with a description of an issue. By relegating customer support to this type of interaction it puts great strains on providing the level service expected. To this end, industry leading B2B support software provider TeamSupport developed VideoView. Unveiled this week, the customer support software solution is poised for disruption.

"We call this new feature VideoView, and it is one of three ways customers and agents can easily illustrate a problem and provide a solution visually within a ticket instead of writing a lengthy description," noted Robert C. Johnson, CEO of TeamSupport.

VideoView is a revolutionary tool for providing B2B customer support. It allows a customer the ability to utilize their webcam to record a video where they can depict the problem and add it to the support ticket. And, in return, the support agent can respond likewise. While a checklist of to-do’s to fix an issue is beneficial, a video walking the customer through resolution creates a more seamless and user-friendly process.

VideoView is part of the SupportView suite, Johnson explains, "The SupportView suite includes ImageView, a function that allows customers and agents to embed a screenshot in a ticket, and ScreenView, which enables customers and agents to exchange recordings of on-screen activities — complete with narrated audio if they choose — within a ticket."

Aside from the obvious benefit of clarity in the problem solving process, VideoView adds a more human element to the process. By adding video, the customer is able to put a face to the name of their agent, and know the issue at hand is being addressed by a professional. Additionally, this strengthens the relationship between agent and customer, assuring the customer support is ready for whatever the future may hold.

TeamSupport customer A.C.T. Lighting’s Head of Software Support & Development noted the change this innovative support software has provided his firm, "It gives us a tool to quickly record the steps needed to diagnose and repair any hardware troubles customers experience while on tour with our products. In addition, our team is able to quickly show a customer what buttons to push and where specific cables should be plugged in so they can use products correctly."

A.C.T. Lighting is taking advantage of the available tools to provide exceptional customer support. With challenges abound in customer support, TeamSupport is lighting the way to happy customers and a healthy bottom line.

Edited by Kyle Piscioniere
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