Send a link
The service team sends an invitation link. The customer opens the session in their smartphone browser.
SOLUTION / VISUAL REMOTE SUPPORT
Responder Video: see the problem, beyond the description.
A video connection complements the existing service conversation. A visible problem can be assessed together before deciding the next step.
Check suitable use casesLIVE VIEW
A view of the situation on site
HOW IT WORKS
A visual step in the existing service process.
View the problem
The customer shows the situation through the camera. The agent can give guidance and mark details in the image when needed.
Clarify the next step
The team helps immediately, requests further information or prepares a necessary visit more precisely.
Product features according to the official Responder Video website . Availability of individual features and contractual details are clarified for the specific use case.
TYPICAL USE CASES
Especially useful when words alone are not enough.
Property management
A tenant shows a problem with heating, windows or fittings. The property manager can assess the issue more clearly and plan the next step.
More for property managersTechnical service
A customer shows a device and its fault. The team can give instructions or prepare the required visit with more context.
More for technical serviceIndustrial plant service
On-site technicians show machinery and IT hardware. Experts remotely support diagnosis, visit preparation and acceptance checks.
More for industrial plants & B2B IT
PARTNERSHIP
A Swedish product. Support for implementation in Germany.
ezsrv supports businesses in Germany as Business Partner for Responder Video. We review use cases, support the pilot and coordinate implementation with the Swedish provider. The product contract is signed directly with the provider.
Visit the official product websiteFour weeks for one specific use case
In the pilot, we measure usage, resolution rate, handling time and feedback from service staff and customers. The results inform the decision on further use.
EVALUATE IMPACT IN THE PILOT
What improves in your service?
We compare the same case types before and during the pilot. We agree measurement rules, time windows and cost scope with you in advance.
First-contact resolution rate
Share of cases resolved during the first contact, confirmed by the customer.
Cases resolved at first contact ÷ cases considered × 100
Repeat contact rate
How often do customers contact you again about the same issue? We define a consistent pilot window, for example 7 days.
Cases with repeat contact ÷ cases considered × 100
Customer effort
Short question after the contact: How easy was it to resolve your issue? Use a consistent scale from 1 (very difficult) to 7 (very easy).
Average response; higher means easier
Satisfaction after contact
Rating from 1 to 5 stars after the service contact. Customers with unresolved cases are also invited to rate.
4- and 5-star responses ÷ valid responses × 100
Cost per resolved case
Consider handling effort, repeat contacts and visits together. This shows whether an improvement is economically worthwhile.
Allocated service costs ÷ resolved cases
On-site visits per 100 cases
Measure comparable case types. Fewer visits are positive only if resolution or preparation improves.
On-site visits ÷ cases considered × 100
Also report case numbers, response rates and unresolved issues. These are suggested metrics, not promised targets. Definitions and sources
A FIT FOR YOUR SERVICE?
Start with your own cases.
The self-check offers an initial assessment. It does not replace a joint process analysis.
Start the self-check