Hard to describe
“The heating isn't working.” Without seeing the situation, it is unclear what is happening and what help is needed.
IMPROVING SERVICE PROCESSES THROUGH DIGITAL TOOLS
Improve service processes. Understand problems faster.
When customers struggle to describe a problem, follow-up questions, repeat contacts and unnecessary on-site visits can result. We help businesses simplify these processes through digital tools.
With Responder Video your service team sees what is happening at the customer's location and can choose the next step more precisely.
Responder Video Business Partner
RESPONDER VIDEO VISUAL SUPPORT
Look at the problem together
Clarify during the call: help directly or prepare a visit
THE CHALLENGE IN EVERYDAY SERVICE
An unclear case takes time. On both sides.
Customers need help. Your team needs the right information. When the two do not come together, progress stalls.
Repeated questions
Customers explain their issue again. Staff collect missing details and pass the case on. The solution is delayed.
Unprepared on site
Only during the visit does it become clear which expertise, tools or spare parts are needed. Another visit may be necessary.
45 %
of customers who started with self-service said the company did not understand their issue, according to Gartner.
Gartner 2024 · Source and contextTHE LEVER: DIGITAL TOOLS
Make the right information available earlier.
We focus on missing information, difficult handovers and steps that leave customers organising too much themselves. Digital tools can simplify these steps.
Make the problem visible
A shared view of the device, damage or situation complements the customer's description.
Pass information on
We define which information accompanies a handover so the case does not have to start again.
Make better-informed decisions
With more context, the team can help directly, involve the right specialist or prepare a visit.
Almost one in two customers prefers to solve service problems themselves. We combine suitable digital help with an easy route to personal support.
Gartner author article 2023 · Source and contextView the process along the customer journey
The effects shown are goals that we evaluate in each use case.
OUR PRACTICAL SOLUTION
Responder Video: from a call to a shared view.
When words alone are not enough, Responder Video adds the live feed from a smartphone camera to the service conversation. Your team can assess the situation together with the customer.
Send a link
The customer receives an invitation link and opens it on their smartphone.
View the situation
The customer shows the problem. The service agent sees what is happening on site.
Help or prepare
The team clarifies the next step: help immediately or better prepare a necessary visit.
EXAMPLE: HEATING FAULT
“There is an error message on the display.”
The tenant shows the display and system using their smartphone. The service team can read the message and assess whether instructions are sufficient or a specialist is needed. Any necessary visit already has more context.
Illustrative process · depends on the case and deviceFor customers
Less explaining. Easier access to help.
For service teams
Make informed decisions. Prepare visits better.
For businesses
Reduce repeat contacts and avoidable visits.
We test these goals in a pilot using your own cases.
Explore use casesHOW WE SUPPORT YOU
We connect the tool with the service process.
As Business Partner for Responder Video in Germany, we help select suitable cases and coordinate implementation with the Swedish provider. The product contract is signed directly with the provider.
Review cases and processes
Together, we identify the case types where visual clarification may help and define the right point to use it in the process.
Prepare the team and pilot
We support integration into your service workflow, prepare the team and agree goals and measurements for a four-week pilot.
Evaluate results
We examine resolution rates, repeat contacts, effort and customer feedback. You then decide how to proceed.
Reducing customer effort supports loyalty. Research supports this approach; we measure improvements in your organisation separately.
A FIT FOR YOUR SERVICE?
Six questions about your service cases.
The self-check highlights typical friction points and gives an initial indication of whether visual support may suit your process.
Check your service potentialSee your assessment immediately.No contact details required. A contact request is optional afterwards.
Book an introductory meeting
Select your country, then book an appointment through Calendly.
Booking opens on Calendly, where you can choose a suitable appointment.