Customer service

Remote Visual Support for Customer Service

Add video chat to your customer support to resolve issues faster, boost agent productivity, and create personalized experiences.

Remote Visual Support for

Trusted by teams at

Coopairs
Fnac Darty
Groupe Atlantic
habitat Audois
Kiloutou
Le Petit Vapoteur

Why Customer Services Use Apizee

Customer Satisfaction
Enhance customer engagement by providing a more human and personalized point of contact.
Quick Resolution
Speed up customer request processing and issue resolution.
Cost Reduction
Minimize technician interventions, travel, and product returns.
Omnichannel Journey
Integrate video communication for a smooth and consistent experience across all your channels.

3 Steps to Easy and Fast Video Assistance

 

Invite
Invite
When a customer encounters an issue and contacts customer service, a support agent sends them a link via SMS or email.
See
See
By clicking the link, the customer starts video assistance, allowing the agent to have visual access to the problem.
Resolve
Resolve
The customer service agent can then perform a quick diagnosis and guide the customer to solve the issue remotely.

Features

Invitation link illustration of the Apizee solution

Simple and Fast Remote Assistance

 

There's nothing more frustrating for your customers than having to download an app for a video call. With Apizee, assist your customers remotely with a few clicks on any device through a simple web browser.

  • Access via smartphone, computer, or tablet
  • No installation or app download required
  • Available across all browsers
Co-browsing illustration of the Apizee solution

Save Time and Resources

 

Guide your customers using collaborative features to swiftly resolve their issues. Reduce technician travel and average handling time for support or expertise requests.

  • Screen sharing and co-browsing
  • Remote snapshots
  • File transfer
Monitoring illustration of the Apizee solution

Manage and Analyze Support Requests

 

All the information your teams need available in one easily accessible place. Efficiently manage customer requests with our intuitive management interface, allowing you to track ticket status in real-time.

  • History and statistics
  • Media storage associated with support tickets
  • Integration with your business tools (customer support software, CRM, etc.)
See more
  • Customizable SMS or email invitations
  • Multi-participant assistance
  • Augmented reality (real-time shared annotations, instructions on the video stream)
  • Artificial intelligence (defect characterization, pattern recognition, barcode and QR code reading)
  • Option to switch to photo mode when video connection is insufficient
  • Media geolocation
  • Satisfaction questionnaires
  • Recording of video/audio discussions

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Key Figures

0%
Improving Customer Satisfaction
0%
Increasing First-Call Resolution Rates
0%
Reducing Technician Travel
0%
Time-to-resolution savings

Customer stories

Logo Fnac Darty Apizee customer story

 

Fnac Darty

The group chose Apizee's solution for conducting technical diagnostics and resolving customer issues remotely. Easy to implement, video assistance enables efficient remote resolution, reduced home visits, higher customer satisfaction, and a significant reduction in carbon footprint.

 

See the customer case

Logo Kiloutou Apizee customer story

 

Kiloutou

The group implemented Apizee's solution to enhance customer support for equipment breakdowns. Video assistance allows Kiloutou to offer customers a more responsive, efficient, and rapid service. It also reduces technician travel, promoting a decrease in the group's environmental impact.

 

See the customer case

What they are saying

"We're really fans of this solution! Our customers are asking for it, and they're starting to get the reflex of requesting a videoconference. It saves us a lot of travel, and optimizes our technicians' interventions."

Guillaume Chevalier
Technical Manager / Kiloutou

"Thanks to the Apizee solution, every day we troubleshoot our customers remotely, optimizing our diagnostics and above all ensuring people's safety. Thank you for your support!"

Henri Briere
Assistant Manager - Troubleshooting Call Center / Enedis

"The Apizee solution is very useful for troubleshooting machines that don't have a remote connection. Thanks to the solution, we can troubleshoot our customers more quickly and limit travel."

Franck Raguin
Customer Service Manager / Heidelberg

"We appreciated the Apizee team's availability and responsiveness in setting up our project. Integration of the solution was rapid thanks to excellent support from the teams."

Julien Duprat
Technical Project Manager / Kiloutou

"Deployed in several of our sites throughout France, we are fully satisfied with the solution and the collaboration with the Apizee teams. We appreciate the responsiveness, project follow-up and support provided by the teams to ensure success!"

Stéphane Cailleau
Field Service Manager / Groupe Atlantic

"Apizee is an efficient solution that enables us to be in direct visual contact with the insured and his damages. The collaborative tools also enable us to explain to our interlocutor certain rectifications on the claim or points of disagreement."

Laurent Buon
Expert / Eurexo

"Thanks to Apizee we've reduced the number of times our technicians have to travel, speeding up the processing of service requests and decision-making on the type of service and the area of expertise of the technician who is to carry out the service."

Lionel Mailhol
Technical Manager / Habitat Audois

"We can maintain close proximity to our customers when they have technical questions. This device is a major source of savings for our customers. Decision-making time can be reduced from a few days to a few hours."

François Planaud
Executive Vice President / Safran Aircraft Engines

"We had privileged contact with the Apizee team throughout the implementation of the project which enabled us to carry out a rapid and efficient deployment."

Matthieu Juglas
Customer Training Manager / Polysoude

"ENEDIS Bretagne implemented the Snap Racco solution using Apizee to avoid systematic travel. Thanks to the use of Apizee, ENEDIS Bretagne has succeeded in reducing travel by its connection technicians."

Rémy Verdier
Department Manager / Enedis

"During a call-out for an apartment fire, the Apizee solution was implemented after the initial rescue operation. The initial resources could be reinforced before the emergency services arrived, saving time for the rest of the operation."

Fabrice Weber
Chief Warrant Officer / SDIS Haut-Rhin

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