Name: tele-LOOK
Author: Solutiness

Help Desk

Web and Video Conferencing

Customer Support

Interactive Application Security Testing (IAST)

Kubernetes Monitoring

Software Repositories

WebOps

Development

Academic Advising

Classroom Management

Education

Business Intelligence (BI)

Collaboration

File Sharing

Workspace Planning

Enterprise

Accounting

Invoicing

Finance and Accounting

Applicant Tracking

Background Check

Corporate Learning Management

Diversity, Equity, and Inclusion (DEI)

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Business Internet Service Providers (ISPs)

Cloud Storage

Computerized Maintenance Management Systems (CMMS)

Configuration Management Databases

Content Delivery Networks (CDN)

Data Collaboration

Data Observability

Database Load Balancing

Disaster Recovery as a Service (DRaaS)

Enterprise Architecture Management

Fraud Detection

IT Operations Analytics

Infrastructure-as-Code (IaC)

Integration Platform as a Service (iPaaS)

Internet Security

MLOps

Network Monitoring

Network Performance Monitoring

Release Management

SOA Application Gateways

Secret Managers

Technology Scouting Software

Threat Intelligence

WiFi Hotspot

Workload Automation

Information Technology

A/B Testing

AI Writing Assistant Software

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Digital Asset Management

Digital Content Creation

Email Marketing

Landing Page

Marketing Automation

Online Proofing

Retail Media Advertising

Search Engine Marketing (SEM)

Social Media Management

Social Media Marketing

Survey & Forms Building

Swag Management

Video Collaboration

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Social Commerce

Sales

Video Surveillance

Security

Oil and Gas

Real Estate

Vertical-Specific

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tele-LOOK by Solutiness GmbH is a live video support software designed to assist customer service and technical support teams. According to the vendor, this solution aims to enhance the customer experience by providing real-time assistance through live video streaming. It is targeted towards small to medium-sized businesses in various industries, including customer service representatives, technical support teams, field service technicians, IT professionals, and retail and e-commerce companies.

## Key Features

**Live Video Support**: According to the vendor, tele-LOOK enables customer service and technical support teams to provide real-time assistance to customers through live video streaming, facilitating effective troubleshooting and problem-solving.

**Remote Support**: The vendor claims that tele-LOOK allows service technicians to remotely assist and guide customers through technical issues, reducing travel time and costs associated with on-site visits.

**Visual Support Software**: According to the vendor, tele-LOOK enables service technicians to remotely see what the customer sees, providing an intuitive and user-friendly interface for effective troubleshooting and problem-solving.

**Homeoffice and IT**: The vendor states that tele-LOOK enables service technicians to handle service cases from their home office without the need for installation, reducing the need for physical presence and increasing productivity.

**Smart and Simple**: According to the vendor, tele-LOOK offers a simple approach with essential features and ease of use, minimizing technical and professional entry barriers.

**Fern-Diagnose / Fern-Analyse (Remote Diagnosis / Remote Analysis)**: The vendor claims that tele-LOOK enables efficient and fast solutions for service cases through the use of live video support software, enhancing the effectiveness of the support team.


365Ticketing

Founded in 2003, Vivantio is a provider of customer service optimization software and solutions for B2B service teams. By combining enterprise-level software with the flexibility of a cloud-based solution, Vivantio provides a unified service management platform. The platform scales to meet the complex business needs of large, multi-site organizations, to optimize workflows across several departments including IT, operations and customer service.

Vivantio

tele-LOOK

Help desk software provides a centralized system for managing customer and employee support requests. It streamlines communication and ticket management, enabling support teams to resolve issues much more efficiently. In addition, Help desk platforms offer features such as automation, self-service portals, and advanced analytics to optimize the support workflow and enhance user satisfaction. Explore different help desk software products by reading our user reviews and comparing features to find the best fit for your team.

Solutiness

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

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tele-LOOK

Overview

What is tele-LOOK?