Home IT, routers & hardware
Help consumers with the initial connection and cabling of routers, mesh repeaters, smart-home hubs, PCs, printers and set-top boxes, with a shared view of plugs and ports.
TECHNICAL SERVICE & IT SUPPORT FOR CONSUMERS
See technical issues. Help consumers more effectively.
Whether it is a router, solar system, heat pump or electronics: with Responder Video, customers show the situation directly on their smartphones. Your team understands the issue more clearly and can prepare assistance, quotes and necessary visits more effectively.
Entercast Business Partner
KEY USE CASES
From the first connection to troubleshooting.
Visual assistance complements the service conversation wherever visible details determine the next step.
Troubleshooting consumer devices
LED blink codes, cable connections and visible damage provide clues for troubleshooting, for example on solar inverters or smart-home controllers. This helps identify the next diagnostic step.
Virtual initial inspections & quotes
Customers show roof areas, meter cabinets, basements and heating rooms on their smartphones. This supports an initial assessment for heat pumps, solar systems or charging infrastructure and helps prepare a quote.
Troubleshooting & guided self-help
Guide customers through approved operating actions, such as restarting solar components through their controls or adjusting heat-pump and pool-system settings. Work on electrical installations and safety-critical components remains the responsibility of qualified specialists.
Remote commissioning & handover
Complement professional commissioning with virtual user instruction. Show controls and apps and answer questions about operating the new system.
EASY ACCESS FOR CONSUMERS
Help without an additional app.
A link connects your service team to the customer's camera. Together you see what is happening on site.
Video support even when Wi-Fi fails
If home Wi-Fi or the PC fails, the video session can use the customer's smartphone mobile connection. Sufficient reception and an available data plan are required.
No app barrier
For one-off advice or troubleshooting, a link by SMS or email is sufficient. Consumers open the session in their smartphone browser, without downloading an app or creating an account.
Visual clarity instead of jargon
Pointers and drawing tools make it clear in the live view which connector is meant, for example: the yellow plug in port 1. This makes instructions easier to understand.
Image & video documentation
Images and recordings can document the visible condition of a device for service, warranty assessment or damage reports. Scope, consent and retention are agreed for the process.
Product information: official Responder Video website. Features, licensing scope and integrations are agreed for your use case.
OPPORTUNITIES & BENEFITS IN B2C SERVICE
Fewer detours. More time for the right help.
The benefit comes from integrating visual assistance at the right point in your process.
Fewer No Fault Found cases & returns
A visual check helps distinguish incorrect cabling or user errors from possible hardware faults. This can avoid unnecessary returns of working devices.
More capacity for sales & scoping
Virtual initial inspections save travel time. Advisors can therefore handle more enquiries and installation projects. We assess the possible daily volume using your call durations and previously required travel times.
Shorter quotation cycles
Capture the situation during the first video conversation. More complete information can reduce follow-up questions and enable faster quotation preparation.
Less frustration for consumers
Customers show the issue instead of explaining technical details at length on the phone. If the case is resolved remotely, waiting for a technician's visit is also avoided.
Ease the load on service hotlines
Suitable initial enquiries and minor setup issues can be clarified visually. Fewer questions and repeat contacts can simplify handling and free capacity for more complex cases.
In the pilot, we measure returns without a confirmed defect, resolution rate, repeat contacts, cost per resolved case, time to quote and virtual initial inspections per advisor. This lets us assess the benefit using your actual cases.
YOUR NEXT STEP
How does visual assistance fit your technical service?
Start with the self-check or talk to us about your most frequent support cases and a suitable pilot.