Apizee
Apizee is a solution without installation which makes it possible to assist users, customers or technicians remotely through video assistance.
With a single click, the solution gives the possibility of sending an invitation by SMS or email to a customer or an user. Thanks to the link received, the user shares the smartphone camera with an advisor or an expert who has direct visual access to the problem, as well as on site. During the video interaction, the advisor can use collaborative tools to highlight elements, give instructions to the customer thanks augmented reality and transmit files or documentation to reach a faster and more efficient resolution.
By giving users the opportunity to show and share their environment with an expert or customer service in real-time, you can reduce costs and avoid technicians or experts travel.
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Why choose Apizee?
Improve your customer satisfaction rate
Offer a new method of contact to your customers to better respond to their support problems
Speed up the resolution of customer requests
The technician sees the customer's problem in real time and can guide him and offer him a faster resolution
Reduce your operational and travel costs
Avoid trips technicians and experts travel or unnecessary return fees
Offer an omnichannel experience
Provide a fluid and consistent experience across all customer contact channels
Video assistance without download
3 steps for quick and easy assistance
The customer has a problem and calls the customer service
Customer service sends an SMS or email to the customer with a link
The customer clicks on the link and starts a video assistance with a remote expert
Apizee
Key features
Save time and resources with video assistance
Reduce unnecessary technicians or experts travel as well as the average time taken to handle support or expertise requests.
- Multi-channel communication in real-time (chat, audio, video)
- Multi-participants assistance
- Customizable SMS or email invitations
- Remote snapshots and media gallery
- Augmented reality (Shared annotations in real-time, video pointer)
- Screen sharing
- Files transfer
- Media geolocation
- Artificial Intelligence (Characterization of defects, model, bar-codes and QR Codes identification)
Improve the customer experience
- Easy-to-use and intuitive interface
- Access on tablet, smartphone and PC without plugin or application installation
- Ability to upload photos if advisers are unavailable
- Interaction type choice by the client
- 100% secure, no intrusion on the user’s terminal
- Satisfaction surveys
Manage your support requests and share the knowledge
- History and statistics
- Support tickets management interface
- Recording of video / audio sessions
- Media storage and association to support tickets
- Integration with your after-sales or CRM software (via APIs or software extensions like Salesforce)
"Better understanding of emergency situations"
During a call for an apartment fire, the Apizee solution was implemented after the initial involvement of the emergency services. The images showed the virulence of the fire and the existence of several axes of propagation in a historic neighborhood. The initial resources could be reinforced before the arrival of the emergency services, which saved a lot of time for the rest of the operations.
"80% increase in first call resolution rate"
The Apizee solution is very useful for troubleshooting machines that do not have a remote connection. Thanks to the solution, we can troubleshoot our customers faster and limit travel.
"40% of visual interventions enable a travel to be avoided"
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 reactivity, the follow-up of the project and the support of the teams for good success!
"Reduction in waiting times by 90% for technical diagnostic visits"
Thanks to Apizee we have reduced the amount of travel for our technicians, accelerated the processing of service requests and the decision making on the type of service and the area of expertise of the technician or the provider who will perform the service.
"Travel reduction of 15K Km per month"
Apizee is an effective solution that allows us to be in direct visual contact with the client and his or her incident. We simply establish a link and the collaborative tools help us to agree corrections in the claim or identify areas of disagreement.
"€2M of heavy maintenance avoided"
Our B.Side® service is one way to help us maintain our close relationship with our customers by proposing a quick and easy way for them to get access to experts for technical questions. This solution has helped to save millions for our customers thanks to live data exchange reducing decision-making time from days to hours.
"15% reduction in technician travel"
ENEDIS Bretagne has implemented the Snap Racco solution using Apizee to avoid systematic travel on sites where an electrical connection must be made. Thanks to Apizee, ENEDIS Bretagne has managed to reduce the travel of its connection technicians. This reduction represents about 400 trips per year avoided, about 33 per month.
Discover our case studies
