See the Issue. Solve it Faster.
Remote Troubleshooting Tools That Reduce Technician Dispatches, Boost Fix Rates and Cut Escalations & Repeat Tickets
Diagnose and Resolve Issues Faster with Visual Technical Support Software
Grypp gives your support team the power to see what customers see, enabling real-time diagnostics and remote troubleshooting with video, co-browsing, screen sharing, file uploads, and session snapshots. Our visual technical support software helps teams deliver support that feels in-person, reducing errors, increasing fix rates, and cutting costly technician dispatches. With Grypp, guesswork is replaced by visual clarity – driving faster resolutions and stronger customer experiences.
Solve Issues Remotely and Cut Costly Dispatches with Visual Tools That Bring Tech Support Face-to-Face
Co-Browsing for Real-Time, Scriptless Co-Navigation on Any Site
Empower technicians to guide customers through complex online journeys like warranty claims or account setups, live and collaboratively with Universal CoBrowse. Eliminate errors, reduce unnecessary follow-ups, and cut friction with interactive troubleshooting that tracks customer behavior and captures session insights through page recordings.
Universal CoBrowse works seamlessly across all devices with no reliance on customer hardware or browser types. Every session delivers measurable impact, with conversion tracking and ROI data tied to each technician-led interaction.
One-Way Video for Real-Time Visibility and AR-Ready Guidance
Give support teams instant eyes on the customer’s environment with VideoAssist – a one-way live video tool that connects through any browser, no installation needed. Agents can triage issues remotely, perform pre-visit assessments, and capture snapshots for documentation, custom guides, or future self-service.
By removing guesswork, VideoAssist cuts miscommunication and empowers agents & technicians to see and solve problems on the spot – boosting first-time resolution and reducing costly truck rolls through real-time, visual clarity.
Secure Screen Sharing for Software Setup, Walkthroughs and Real-Time Debugging
Simplify onboarding, technical walkthroughs, software setup, and debugging with ScreenShare – secure, encrypted screen sharing that requires no installation. Let customers show errors, documents, or on-screen journeys directly, eliminating the need for lengthy verbal explanations and reducing miscommunication.
ScreenShare enables support teams, customers, or both to share screens with fully configurable controls to accelerate diagnosis and resolution. Capture high-quality snapshots for documentation or training, and record sessions to support coaching, compliance and continuous improvement.
Gather Files, Logs and Error Reports Live – Within the Conversation
Skip the email chains and enable real-time file uploads directly within the support session using UpLoad. Customers can instantly share PDFs, images, error logs, or snapshots with no logins or external tools required. Files are automatically merged into a single, easy-to-review document, streamlining storage and reference.
Support teams get immediate visibility and can respond faster, clarify instructions, and even annotate uploaded files to guide customers step-by-step. With UpLoad, resolutions are faster, friction is lower, and support becomes smarter.
Support Customers Like You’re Standing Right Beside Them with Visual Technical Support Software
Grypp’s remote troubleshooting tools dramatically cut costly site visits and prevent unnecessary service escalations caused by incomplete issue resolution. With Grypp’s technical support software, your technicians can virtually see, resolve and fix the problem in real time – reducing costs, streamlining operations, and freeing up valuable time to focus on more critical, complex service calls.
Our technical support customers are seeing amazing results with Grypp:
See the Conversation with Grypp
Flexible by Design. Standalone or Seamlessly Integrated
Grypp’s technical support software is powerful on its own but integrating with your existing software is fast and hassle-free. Our public API makes it easy to embed visual interactions directly into your existing support operations, no heavy lifting required.
Easy to set-up with no installation or downloads needed. Whether your customers are using a computer, tablet, or mobile device, connect anywhere at any time with cross-device connectability, and simply click a link to start.
- Built for remote troubleshooting and technical support
- Secure, browser-based sessions with no need for customer installs, downloads, or apps
- Combines collaborative live video, screen sharing, and diagnostics tools to resolve product-related issues in real time
- Proven in Tech, SaaS, Consumer Electronics, Telecom, Housing and more
FAQs
How does Grypp help identify hardware vs. software issues?
Grypp enables agents to visually engage with customers in real time. This visual context allows agents to quickly assess the root cause of an issue. For example:
- Hardware issues can often be identified when the agent sees a disconnected cable, damaged port, unresponsive LED, or physical defect via the customer’s camera
- Software issues are easier to pinpoint when the agent observes error messages, failed installations, or misconfigured settings during a screen share
By removing guesswork and relying on visual confirmation, Grypp shortens troubleshooting time and improves first-time resolution accuracy – making it easier to distinguish whether the problem lies with hardware, software, or user error.
Can agents and technicians annotate on the customer’s view?
Yes! Grypp VideoAssist, which includes annotation tools, enables technicians to remotely see the customer’s environment via one-way video stream in real-time. With VideoAssist, agents and technicians can use augmented reality (AR) tools like annotation and wands to visually guide customers with precision throughout any remote service interaction. They can also annotate uploaded files to clarify instructions or highlight issues.
What security standards does Grypp comply with?
Developed with security at its core, Grypp has dedicated information security and data protection roles, and performs regular internal & external audits and penetration testing to evidence full commitment to all relevant standards of data protection and cyber security. Grypp is ISO 27001 & SOC 2 Type II certified, GDPR compliant and aligns with HIPAA regulatory standards. We work with PCI compliant payment partners to ensure payment services comply with PCI DSS requirements
Does Grypp integrate with ticketing or knowledge systems?
Yes, Grypp integrates seamlessly with ticketing and knowledge systems. Grypp is flexible, secure, built for scale, and integrates seamlessly with your existing tech stack. Whether you connect via our public no-code API or custom workflows, Grypp integrates with your current software ecosystem – CCaaS, CRM, FSM, and beyond.
