Alexis Kestler
In today‘s digital world, customer service is more important than ever. With so many options available, customers have high expectations for support. If a business can‘t deliver fast, helpful, and personalized service, customers will go elsewhere.
That‘s why many companies are turning to visual customer support platforms. These tools allow support agents to communicate face-to-face with customers, share screens, draw diagrams, and more. The visual element helps agents understand issues quicker, explain concepts more clearly, and build rapport with customers.
Keep reading to learn more about visual customer support and discover the top platforms available. This guide will help you evaluate options and select the best fit for your business.
What is Visual Customer Support?
Visual customer support utilizes visual aids like video, images, screenshots, annotations, etc. to help agents troubleshoot issues and explain things to customers. Interacting face-to-face allows for more personalized service compared to phone calls or chat alone.
Some common visual support features include:
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Video calling – Agents can speak to customers directly, reading facial expressions and body language. This helps build rapport.
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Screen sharing – Agents can see customers‘ screens and demonstrate how to do things. Customers can also share their screens.
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Annotation tools – Agents can draw, highlight, or add text on screens to point things out.
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Image sharing – Agents can send images to further explain an issue or walk customers through instructions.
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Record sessions – Interactions can be recorded for review, training, and security purposes.
Visual support provides next-level communication between businesses and customers. The enhanced engagement leads to better first-call resolution rates, fewer negative reviews, lower churn, and more.
Benefits of Visual Customer Support
There are many reasons businesses should consider adding visual support capabilities:
Builds trust and loyalty – Putting a face to support makes it more personal. Customers appreciate the one-on-one guidance. This builds confidence in your brand.
Faster issue resolution – Agents can gain insight into problems quicker by seeing customers‘ screens. Visuals also help explain solutions better.
Improves customer satisfaction – Seeing and speaking to a support rep feels more reassuring to customers compared to other channels. They‘re more satisfied with the experience.
Enhances understanding – Complex products/services are easier to demonstrate visually. Images and annotations ensure customers comprehend concepts.
Allows remote assistance – Agents can help customers remotely through visual tools. No need for in-person visits.
Reduces escalations – With better understanding on both sides, fewer issues should require escalation to higher tiers.
Valuable analytics – Visual tools provide data like session transcripts, recordings, ratings, etc. Businesses gain insights to improve.
Omnichannel support – Visual tools can integrate with your other channels like email, chat, messaging for unified service.
Clearly, visual engagement has become a necessity for providing top-tier customer service in the modern digital landscape.
Use Cases for Visual Customer Support
Visual support has a wide variety of use cases across industries. Here are some of the most common examples:
IT/Tech – Help desk agents can visually troubleshoot technical issues that are difficult to explain over the phone. Support is faster and easier for both parties.
Financial Services – Financial advisors and customer service reps can walk clients through statements, investment performance, complex transactions, etc.
Insurance – Agents can annotate policy documents to explain coverage. Video chat is helpful when filing claims.
Retail – Store associates can visually show customers how to use products. Ecommerce sites can provide virtual shopping assistance.
Healthcare – Doctors can follow up with patients after visits to explain diagnoses, test results, treatment instructions, etc.
Home Services – Home improvement businesses and appliance repair technicians can assess issues and provide estimates remotely.
Education – Teachers and tutors can conduct interactive lessons and demonstrations for remote students.
As you can see, visual support brings value across many verticals. Any scenario where screen sharing, annotations, or video chat would enhance communication is a potential use case.
7 Top Visual Customer Support Platforms
There are many solutions available that enable visual support capabilities. Here are seven top platforms to consider:
1. Zendesk Support Suite
Zendesk is a leader in customer service software. Their Support Suite includes an integrated visual support tool called Zendesk Guide.
Key features:
- One-click video chat, screen sharing, and annotations
- Mobile SDK for iOS and Android integration
- Chat transferred seamlessly to video support
- Support bot integrations
- Real-time stats dashboard
- Playback recordings
- Multi-session management
- Custom branding and workflows
Pricing: From $49/mo per agent
2. HelpOnClick
HelpOnClick specializes in visual engagement tools for support teams. Their platform prioritizes ease-of-use.
Key features:
- One-click video/voice calling
- Annotation tools
- Real-time chat
- iOS and Android apps
- Customizable widgets
- CRM integrations
- Screen sharing and recording
- Live stats and analytics
Pricing: Custom quote based on needs
3. LiveVox
LiveVox provides an AI-powered customer service platform. Their visual support is seamlessly integrated alongside other channels.
Key features:
- Omnichannel routing with video support
- CRM embedded for screen pops
- Custom branding and workflows
- Agent assist tools with knowledge base
- Call recording, analytics, and evaluations
- PCI and HIPAA compliance
- Predictive engagement tools
Pricing: Contact for quote
4. Solvvy
Solvvy combines visual engagements with their conversational AI platform. This automates simpler issues to focus support resources on complex interactions.
Key features:
- Automated chatbots with seamless hand-off to agents
- One-click video and screen sharing
- Tooltips, images, and gifs for explanations
- Knowledge base to find instant answers
- Conversation transcripts and analytics
- Omnichannel integrations
- Slack integration
Pricing: Custom quote based on needs
5. SmartTask
SmartTask is a visual support provider focused on SMBs. They integrate telephony systems into their video chat platform.
Key features:
- Click-to-call support from web pages and apps
- Real-time connectivity status
- Screen sharing and annotation
- Omnichannel chat
- Call forwarding, recording, and analytics
- CRM and help desk integrations
- HIPAA and GDPR compliance
Pricing: From $30 per agent/mo
6. TechSee
TechSee utilizes AI and AR technology to enhance visual support interactions. Customers can get assistance through mobile apps.
Key features:
- AR-powered visual IVR for easy account identification
- One-click video/audio support
- AR annotations over camera feeds
- Smart tips overlayed on physical products
- Real-time interaction analytics
- Omnichannel escalations
- Logged conversations and analytics
- Flexible APIs for integration
Pricing: Contact for custom quote
7. HappyFox Chat
HappyFox Chat offers team chat, customer support software, and visual engagement features in one platform.
Key features:
- Video and audio calling
- Screen sharing and annotations
- Agent collaboration tools
- Customizable chat widget
- Integrated knowledge base
- Conversations logged in CRM
- iOS and Android apps
- Slack integration
Pricing: From $15 per agent/mo
This covers just a sampling of the top visual engagement tools available. When evaluating options, consider factors like ease of use, omni-channel capabilities, analytics, compliance, scalability, and pricing.
Prioritize solutions that integrate seamlessly into your tech stack and workflows. This ensures higher adoption across teams. Most vendors offer free trials to test out features.
Best Practices for Leveraging Visual Support
Here are some top tips to get the most value out of visual customer support capabilities:
Train agents – Provide clear guidance on when to use video/screen sharing compared to chat or phone. Give them guidelines for ensuring positive experiences.
Set expectations – Let customers know upfront visual support is an option. This avoids surprises and builds interest.
Ensure visibility – Make sure visual engagement options are prominently displayed across web/mobile channels. Don‘t hide the functionality.
Motivate usage – Consider incentives for support teams to prioritize video over other channels where appropriate. Gamification can help.
Monitor analytics – Track video support usage, resolutions, CSAT, and other metrics to optimize processes. Identify adoption challenges.
Refine strategies – Use insights to determine ideal use cases. You may choose to require visual engagement for technical issues or high-value customers.
Highlight benefits – Collect positive customer feedback and testimonials. Promote internally and externally to build enthusiasm.
Enhance functionality – Over time, leverage more advanced features like AR, bots, and automation to take visual engagements to the next level.
The Future of Visual Customer Support
Visual support has already become a must-have channel for customer-centric businesses. In coming years, expect visual engagements to become even more immersive.
For example, augmented reality will allow customers to stream their actual environments to agents for faster troubleshooting. Support bots with advanced image recognition will provide self-service options through visual cues.
And as virtual/mixed reality headsets become mainstream, they may replace phone and desktop-based video support. Imagine customers wearing lightweight AR glasses and receiving step-by-step repair instructions overlaid right in their field of vision.
The goal will remain the same though – provide helpful, personalized support through visual interaction. Companies who lead the way will gain substantial competitive advantage.
Conclusion
Visual customer support leads to better issue resolution, enhanced understanding, improved satisfaction, and stronger customer connections. Support teams must evolve from purely text-based channels to more interactive visual engagements.
This guide provided an overview of the top visual support platforms available to upgrade service capabilities. Taking time to demo options and integrate the right solution will significantly boost customer experience.
What other tips do you have for leveraging visual tools? Which platform does your business use? Share your experiences below!
