Rsupport Launches RemoteCall + Visual Pack, the Easiest Way for Customers to Instantly Share Live Video With Helpdesk Agents

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Visual Pack allows support agents to view a direct live video stream from a customer’s Android or Apple iOS device.

RemoteCall + Visual Pack lets support agents see exactly what the cusotmer sees.

Our client has seen a dramatic decrease in retuned products and false maintenance outcalls.

Rsupport is introducing an entirely new way for helpdesks and call centers to support customers. With RemoteCall + Visual Pack, customers can now share their smartphone or tablet camera with technical support agents. Visual Pack allows for a direct live video stream from the mobile device to the helpdesk, over Wi-Fi or 3G/LTE.

With Visual Pack there will be no confusion, as customers can simply show the problem directly to the support agent for the fastest diagnosis and resolution. Rsupport surveyed some of their 5000+ clients worldwide and found that their customers spent the majority of support calls trying to explain the problem that they were looking at, often with frustrating results. Rsupport set out to alleviate customer frustration and directly lower call handling times.

Simple & Fast

RemoteCall + Visual Pack sessions are launched from the technical support agent’s computer, and customers are asked to enter a 6-digit code into the Visual Pack app on their device. Once entered, the device’s camera will instantly begin sharing a live feed from the rear camera on the device. At any time, the customer can pause the session feed, and as always, sessions are video recorded for security and auditing. Within seconds support agents can be looking directly at the problem and solving it.

Compatible with most devices

From the RemoteCall + Visual Pack console, agents can send an SMS text message directly to an Android or any Apple iOS smartphone (including the newly released iPhone 5s/5c) to install the Visual Pack App. Once installed, customers just need to enter the unique 6-digit code for onetime viewing access. The app can also be downloaded directly from the Google Play Store directly to smartphones and tablets.

"RemoteCall + Visual Pack is currently being used by a major appliance manufacturer to assist with general questions, warranty enquiries, and issue identification," said Matthew Choy, Rsupport VP of Business Development. "Our client has seen a dramatic decrease in retuned products and false maintenance outcalls, but most importantly a huge increase in overall customer satisfaction."

About Rsupport

Rsupport Inc. provides the latest in remote support and remote access solutions to individuals, businesses, telecoms, and large organizations worldwide. These services are used to provide IT management and the highest quality remote support to millions of connected customers quickly and securely. Rsupport develops hosted and server solutions for connecting computers, smartphones, iPad™ and Android™ tablets, and other internet-enables devices. Rsupport is headquartered in Seoul, South Korea, with offices in Japan, China, and the United States. Visit http://www.rsupport.com for more information.

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Matthew Choy
Rsupport Inc.
+1 (888) 348-6330 101
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Rsupport
since: 04/2010
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