Viewabo

Viewabo is an interactive visual customer service platform offered by Viewabo, Inc. According to the vendor, it aims to revolutionize support and issue resolution by providing real-time assistance through a customer's smartphone camera. The platform is designed to streamline troubleshooting and enhance collaboration for companies of all sizes, from small businesses to large enterprises. It is utilized by various professions and industries, including customer service representatives, technical support teams, help desk professionals, field service technicians, IT professionals, as well as the telecommunications, manufacturing, home services, and automotive sectors.

Key Features

Interactive Visual Customer Service: According to the vendor, Viewabo is an interactive visual customer service platform that enables real-time support and issue resolution by providing a live view of the customer's point of view through their smartphone camera. The platform aims to simplify interactions, elevate satisfaction, and create seamless experiences for both customers and support teams.

Viewabo STREAM (Real-Time): Viewabo STREAM, as claimed by the vendor, enables instant live support by delivering a text message with a link to the customer's phone camera. Customer service representatives can view the customer's point of view in real-time, facilitating swift problem identification and resolution. The feature includes the ability to pause the customer's video to gain a clearer understanding of the issue and utilize on-screen markers for better guidance. Sessions can be recorded for future reference, training, and quality management purposes.

Viewabo CAPTURE (Asynchronous): According to the vendor, Viewabo CAPTURE allows customers to create videos of their issues through a simple link, eliminating the need for app installations or file uploads. It offers on-demand support, enabling customers to record and submit videos at their convenience. The feature simplifies the process of transferring files, as customers can easily record and send videos to support teams. Viewabo CAPTURE is claimed to be ideal for situations where immediate live support is not required.

Seats and Guests: Viewabo provides designated seats for users who can initiate sessions for both Viewabo STREAM and Viewabo CAPTURE. Guest users have limited access and can only view recorded sessions (playbacks) without the ability to start sessions. According to the vendor, this feature allows companies to control access, ensuring privacy and security.

Sends and Annotations: Users can send a link via SMS, email, or chat to invite customers to join Viewabo sessions. The annotations feature allows support agents to annotate and highlight specific areas of the customer's video for better diagnostics and guidance, as stated by the vendor.

Pausing and Playbacks: Viewabo allows support agents to pause the live video stream to focus on specific areas and enhance collaboration. Recorded sessions (playbacks) are archived for future reference, training, and quality management purposes. According to the vendor, playbacks provide an opportunity to review support activities and improve service quality and customer experience.

Sharing and Storage: Viewabo enables the sharing of playbacks with individuals who don't have a Viewabo account, extending access to external parties. Playbacks are securely stored, providing unlimited storage for future utilization and reference, according to the vendor.

Integrations: Viewabo integrates with popular customer support platforms like Zendesk and Freshdesk, enhancing problem-solving capabilities and visual support within the existing workflow, as claimed by the vendor.