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How customer video support reduces field service visits

Short answer

Customer video support lets after-sales and support teams diagnose remotely without sending a technician on site. Via the browser, the agent sees what the customer films and guides resolution in real time. Leagora offers a France-hosted solution for B2B journeys aligned with GDPR requirements.

Who is this for?

After-sales, technical support, and maintenance teams handling recurring incidents on customer-installed equipment. Manufacturers, distributors, integrators, and equipment lessors where systematic field visits inflate cost and delay resolution.

The business problem

Sending a technician for a simple issue — loose cable, software setting, easily replaceable part — represents travel cost and customer delay hard to justify. Generic tools (Teams, WhatsApp) create governance issues: data outside SI, no traceability, non-branded experience.

The Leagora approach

Leagora addresses this with Assistance Vidéo, dedicated customer video support in a browser journey. leagora.io covers business framing: why video, SI integration, sovereignty and compliance.

For functional detail (agent/customer journey, demo, signup), visit assistance-video.fr.

On leagora.io On product site
Why video support, ROI, GDPR/hosting criteria Agent journey, interface, demo, pricing
CRM/ticketing integration, WebRTC architecture Operational features

Concrete benefits

  • Fewer field visits on remotely solvable incidents;
  • Faster diagnosis: agent sees the problem instead of phone description;
  • No-install guest journey: WebRTC in browser, mobile and desktop;
  • Governed deployment: France hosting, project DPA, CRM integration possible.

Use cases

Industrial equipment maintenance

A machine manufacturer offers video support before dispatching a technician. ~40% of cases are configuration errors — unnecessary travel drops and mean time to restore improves.

B2B IT support

A business software vendor embeds a video support link in its portal. Level 2 resolves visual incidents (error messages, network config) without complex VPN access.

Why Leagora?

  • France hosting and auditable stack;
  • GDPR framing with DPA and subprocessors;
  • Native WebRTC: low latency, adaptive quality, no guest app;
  • Business integration via API and webhooks.

FAQ

Does video support replace field technicians?

No: it filters and accelerates. Simple cases resolve remotely; complex cases go to field with better prior diagnosis.

Must the customer install an app?

No. Browser WebRTC journey: click link, authorize camera/micro if needed, join session.

Can we integrate with CRM or ticketing?

Yes. See custom video integration and video API.

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