What is AR & Remote Visual Assistance?
One-way video streaming that enables customers to show, not just tell.
When your agents can’t visually see what your customers are experiencing, it can lead to miscommunication, frustration, longer average handling times (AHT), and costly unnecessary technician and field visits.
Cut through the guesswork and empower your agents to literally see, understand, and solve customer issues with remote visual assistance.
Using one-way live video streaming in your remote support and sales interactions enables your customers to show, not just tell, so your agents can see what your customer sees – allowing them to visually and quickly troubleshoot.
Agents can also use augmented reality (AR) tools to overlay digital guidance (like annotations and wands) onto the customer’s environment in real time to visually guide customers through issues.
Grypp’s one-way video streaming replaces in-person visits by enabling agents to diagnose complex problems quickly and virtually on a single call. With no downloads or installation required, customers can click and connect instantly through their browser on any device.
Grypp VideoAssist
One-way video streaming with real-time augmented reality annotation tools
Resolve Issues Faster Boost CX & Reduce Operational Costs
With Grypp’s VideoAssist, your agents can see the problem, fix it in real time, and serve customers like they’re standing right beside them.
Improve Security Compliance
- Encrypted sessions with no download required
- GDPR-compliant with no customer data stored
Enhance Customer Experience
- No need to waste time explaining or waiting in for an engineer - see the issue live
- Clear visual guidance using AR tools such as wands, and drawings
Streamline Operations
- See the problem in real-time, enabling customer to show, not just tell
- Accelerate issue identification and resolution
Decrease Operational Costs
- Reduce costly field visits and unnecessary equipment returns
- Resolve issues remotely, faster… with visual guidance
How Grypp AR & Remote Visual Assistance Works
With 100% agent adoption in 1 week, Grypp AR & Remote Visual Assistance boosts ROI by up to 36x.
VideoAssist reduces technician dispatches through visual troubleshooting. Your agents can send your customers a secure link, which will begin a one-way video feed through your customer’s device camera and browser – no download, install, or app required.
Using AR remote visual assistance tools to help guide with precision, your agents are able to draw, point, and capture screenshots throughout the interaction.
Grypp is powerful on its own but integrating it with your existing software is fast and hassle-free. Our public API makes it easy to embed visual interactions directly into your existing solutions.
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 a one-way video.
Our Customers are Already Achieving Impressive Results Including:
Reduction in AHT and a 42% improvement in FCR by reducing escalations with real-time clarity, through visual guidance instead of just merely explaining
Increase in CSAT by reducing friction for tech issues and complex online processes, and delivering remote service that feels face-to-face
Reduction in non-technical fault returns through accurate issue triage and live, guided video walkthroughs
Reduction in unnecessary engineer bookings through visual diagnosis and step-by-step coaching
Why Grypp?
As the most comprehensive visual engagement built for contact centers, support teams, and service desks, Grypp visually connects agents and customers in real-time to create more human, convenient and helpful experiences.
With secure one-way video, Grypp’s VideoAssist allows your agents to see what the customer sees – enabling visual troubleshooting with precision to resolve issues remotely… faster.
- Browser-based one-way video with no app, installation, or download required
- Augmented reality annotation tools overlay on customer video feed
- Adjustable quality settings for low-bandwidth environments
- Snapshots saved for session history or documentation
- Easily combined with upload, docs, or signature in the same session
Deliver Personalized Secure and Visual CX With Grypp VideoAssist
- Allow agents to remotely see the customer’s environment in real time with one-way video streaming
- Visually guide customers with precision through augmented reality tools like annotation and wands
- Handle technical support, field services, or visual issue diagnosis quickly
- Take snapshots during sessions to document customer issues, inform engineers or build custom how-to guides
- Promote self-serve by using session images for future reference or customer education
- Send a link and connect instantly through the browser – no install required
- Configure resolution, FPS, and video profiles, tailored for clarity or motion depending on your use case
- Reduce miscommunication by removing guesswork and empower your agents to literally see the problem
- Stay compliant and secure with fast, enterprise-grade encryption
- Boost first-time resolution, decrease no-fault found returns and reduce technician dispatches by solving issues remotely
AR & Remote Visual Assistance Solutions for Every Industry
Unlock visual troubleshooting and handle issues faster in any industry with secure and configurable one-way video streaming.
Finance
Enhance security and enable real-time customer identity verification to review physical materials such as cards, IDs, and forms – all while maintaining agent privacy and compliance.
Healthcare
Support virtual care with environment visibility, enabling real-time patient interaction and efficient issue resolution – such as fixing medical devices & equipment in real-time.
Insurance
Easily conduct remote property damage reviews and cut operational costs by reducing the need to send adjusters to insurance claims.
Property Management
Remotely assess property damage or faults and validate service requests on the spot with one-way video. Speed up claims and repairs, cut down unnecessary site visits, optimize resource allocation, and realize faster, more accurate assessments.
Retail
Diagnose appliance and electronics issues with remote visual assistance and avoid unnecessary, costly returns.
Technology & SaaS
Manage seamless customer onboarding and technical/product support resolution through one-way video, reducing disjointed back-and-forth communication and building trust in complex SaaS selling.
Telecom
Diagnose in-home setup issues and promote self-serve by using session images and custom how-to guides for future reference or customer education – avoid unnecessary truck roll and no-fault found returns.
Travel & Hospitality
Simplify guest complaints and issue resolution, such as damaged bags or missing accommodation amenities, and easily verify travel documents.
Utilities
Guide customers through smart meter installs, meter reading submissions, and issue diagnosis with real-time one-way video support.
FAQs
What’s the difference between VideoAssist and a two-way video call?
VideoAssist is a one-way video stream allowing agents to remotely see a customer’s environment in real time. VideoCall is a two-way video stream that enables face-to-face interaction and support between an agent and customer.
How do agents use annotation tools during a remote visual assistance session?
Agents can simply click, tap, or draw on the video layer and customers see it instantly. Annotations appear on the customer’s side, helping guide, highlight, or explain in real time without needing verbal instructions alone. It’s like pointing in person, but remotely.
Can VideoAssist be used to collect evidence (e.g. photos) for claims or inspections?
Yes! Agents can use VideoAssist to collect snapshots during sessions to document customer issues for situations such as claims and inspections.
How does Grypp optimize video clarity when bandwidth is limited?
Grypp optimizes video clarity when bandwidth is limited through configurable resolution, FPS, and video profiles tailored for clarity or motion depending on your use case.
What happens if the customer loses connection mid-session - can the session resume?
If the customer loses connection mid-session, the session can resume easily with no need to restart. The agent is instantly notified by the user icon turning red, and the customer can simply tap the play button or reopen the original link to resume right where they left off. Grypp’s Conversation Portal maintains the session state and reconnects seamlessly, ensuring zero disruption. It’s one of the most robust and interactive visual engagement platforms available.
