Video assistance, in the field of customer support, involves using video conferencing to provide remote assistance. With this technology, the customer can show the support agent in real time not only the problem they are experiencing, but also the relevant hardware components such as devices, connections, and buttons requiring attention. This communication method is widely used in both pre- and post-sales activities, in both B2C and B2B contexts. Video assistance can be provided from a computer, tablet, or smartphone, the latter offering greater flexibility, particularly in the field.
In addition to facilitating problem resolution, video assistance represents an opportunity for significant cost and time savings by eliminating the need for physical travel. These savings are particularly noticeable in the B2B and industrial sectors, where the distances to be covered for on-site support can be considerable. For example, Darty’s B2C video assistance service perfectly illustrates the practical application of this service. Similarly, in a B2B environment, video assistance can be a valuable tool for effectively meeting the specific needs of businesses.
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