Name: Viewabo
Author: Viewabo

Digital Adoption

Help Desk

Web and Video Conferencing

Customer Support

Bug  Tracking

Software Repositories

Development

Online Proctoring Software

Education

Audit

Business Intelligence (BI)

Collaboration

Enterprise Generative AI

Visual Collaboration

Enterprise

Accounting

Revenue Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Recruitment Automation

Succession Planning

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

3D Printers

AIOps

C/C++ Integrated Development Environments

Cloud Storage

Cybersecurity Consulting

Data Center Infrastructure Management

Data Quality

Data Virtualization

Desktop Management

Distributed Denial of Service (DDoS) Protection

Fraud Detection

Hadoop-Related

Hosted Virtual Desktop

Integration Platform as a Service (iPaaS)

MLOps

Managed Public Cloud Infrastructure

Mobile Data Security

Monolithic Frame-based Disk Arrays

Network Performance Monitoring

Process Mining

Relational Databases

Security Awareness Training

Web Access Management

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Appointment Scheduling

Consumer Ratings & Reviews

Content Management

Email Marketing

Event Registration

Landing Page

Marketing Automation

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

AI Meeting Assistants

Project Management

Professional Services

Customer Relationship Management (CRM)

Lead Generation Services

Sales

Antivirus

User and Entity Behavior Analytics (UEBA)

Security

Construction Accounting

Hotel Management

Library Management

Mental Health

Multiple Listing Service (MLS)

Pharmacy

Scholarship Management

Telemedicine

Utilities

Vertical-Specific

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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.

GrooveHQ is a simple help desk platform meant for small businesses and startups. The free version contains a ticketing system for two teammates. The $15 per agent, per month paid plan supports unlimited users, white labeling, integrations, and a workflow system for prioritizing tickets.

GrooveHQ

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

Viewabo

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

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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Viewabo

Overview

What is Viewabo?