There are inherent limitations in traditional assisted support models. While support employees may be well trained, highly technical, empathetic, and have strong communication skills, they still are limited by the actual medium of phone support. They cannot see what the customer sees and are limited to how customers explain and describe a technical problem and environmental issues.

Video has the capability of completely changing this dynamic. With live video links, support technicians can see into the customer’s home or office, allowing them to visually inspect equipment or error messages, and increasing the likelihood of success for walking a customer through a repair or recovery procedure.

This report will examine the new technologies that innovative solution providers are releasing to assist in faster repair and recovery.