Remote Visual Assistance
with VideoAssist
One-way video support that helps agents see the issue and guide the fix
What is Remote Visual Assistance?
One-way video support that lets customers show the issue, while agents guide the next step.
When agents can’t see what a customer sees, simple issues can turn into longer calls, repeat contacts and unnecessary visits.
Remote visual assistance gives agents live visual context, so they can understand the issue faster and guide the customer with more confidence.
Remote visual assistance lets a customer share a live view from their phone camera with an agent. Instead of trying to explain the issue over the phone, the customer can show exactly what they are looking at in real time, without needing to download any apps.
For contact centers, this is useful when the problem is visible but hard to describe. A customer might need help checking a router connection, reading a meter, showing product damage, identifying a warning light or completing a setup step. The agent can see the situation, ask better questions and give clearer instructions.
With Grypp VideoAssist, agents can also use AR annotations to point, mark and guide the customer through the next action. This makes support more practical than a verbal script, especially when the customer is unsure what specific action the agent is requesting.
The session runs through the customer’s browser, so they can join quickly from almost any device. Agents can capture images during the interaction, add context to the case and decide whether the issue can be resolved remotely or needs to be escalated to a field visit.
Grypp VideoAssist
One-way video with real-time augmented reality annotation tools and image capture for remote issue diagnosis.
Resolve Customer Issues Faster with Live Visual Context
With VideoAssist, agents can see what the customer is dealing with instead of relying on descriptions alone.
That helps teams diagnose faster, guide the next step and reduce repeat calls, unnecessary visits and preventable returns.
Start a Secure Session Fast
- Browser based one-way video with no app download required
- Encrypted sessions designed specifically for use in contact centers
See What The Customer Sees
- View the issues in real time instead of relying on descriptions
- Capture images when evidence or case notes are needed
Guide the Next Action
- Use AR annotations to point, mark and explain directly to your customer
- Faster issue identification with visual troubleshooting
Reduce Avoidable Follow-ups
- Resolve more issues without sending customers elsewhere
- Cut repeat contacts, preventable returns and unnecessary engineer dispatches
How Grypp's Remote Visual Assistance Works
Secure one-way video, AR guidance and image capture in a single browser-based support session.
An agent sends the customer a secure link by SMS, email or chat. The customer opens it in their browser and shares a live camera view from their phone, tablet or computer. No app download, account creation or installation is needed.
From there, the agent can see what the customer is dealing with and guide the next action. AR annotations let the agent guide the customer successfully rather than working through a long list of verbal descriptions.
VideoAssist is useful when a customer issue is visible, hard to explain or likely to create a repeat contact. Agents can capture images during the session, add context to the case and decide whether the issue can be resolved remotely or needs a field visit.
The point is not to turn every support interaction into a video session. Remote visual assistance is there for the moments where an agent needs eyes on the issue before the business books a visit, accepts a return or sends the customer away to try again.
Impact of Remote Visual Assistance
Reduction in AHT when agents used live video to check the issue and guide the customer more directly.
Increase in CSAT by making support easier to follow when customers needed practical help.
Reduction in unnecessary product returns by helping teams check setup, usage and visible faults before products were sent back.
Reduction in unnecessary engineer bookings by using remote visual assistance for remote triage ›before committing to a site visit.
Why use Grypp for your Remote Visual Assistance Tool?
Grypp VideoAssist gives contact center agents a secure way to see what the customer is dealing with during the interaction. Instead of asking the customer to describe a fault, damage, setup problem or document issue, the agent can view it live and guide the next step.
It works through a browser-based one-way video session, so customers do not need to download an app. Agents can use AR annotations, adjust video quality for weaker connections and capture images for case notes or evidence.
- One-way video sessions launched by secure link
- No customer app, installation or account required
- AR annoytations to point, mark and guide
- Quality controls for low-bandwidth environments
- Easy integration with contact centre environments
Where VideoAssist Helps Most:
Before booking a field visit
- Check visible faults, warning lights, meter states, cables or install points while the customer is still on the call
- Confirm whether basic checks have already been done correctly
- Give field teams clearer context when a visit is still needed
Before accepting a return
- Review setup, usage, damage or compatibility issues before a return is raised
- Help the customer try the right fix while they are still in the session
- Reduce No Fault Found returns caused by missed setup steps or unclear instructions
Before escalating a case
- Capture images for engineers, claims teams, complaints or back-office review
- Remove guesswork from handoffs between teams
- Show what was checked and why the next action was chosen
Remote Visual Assistance Use Cases by Industry
Remote visual assistance works best when the next step depends on what the customer can show. These are the moments where live visual context can stop a support journey becoming repeat contact, field work or manual follow-up.
Automotive
Vehicle damage, infotainment unit features and dashboard warnings are easier to assess with remote visual support.
VideoAssist can help service teams decide whether the next step is remote guidance or a booked visit.
Healthcare
For devices used at home or on site, phone instructions can be difficult to follow.
VideoAssist lets support staff see the device and guide the person through the troubleshooting process.
Insurance
Claims teams often need early visual context before the formal review starts.
VideoAssist lets the customer show damage during the call instead of being sent away to collect evidence later.
Property Management
A repair request is easier to triage when the team can see the issue.
A resident can show a leak, mould issues, broken fittings or access problem before a contractor is booked.
Retail
Some returns start because the customer cannot get the product working.
VideoAssist gives support teams a chance to check the setup before the item is sent back.
BPO Contact Centers
For outsourced support teams, VideoAssist is useful when client workflows involve products, equipment, property faults or field-service decisions. We give agents better context without needing to change the whole support stack.
Telecom
Router lights and in-home wiring are hard to diagnose by voice alone.
VideoAssist lets an agent check what the customer is seeing before booking an engineer.
Travel & Hospitality
A room fault or damaged item can take too long to explain in messages.
Grypp’s VideoAssist gives service teams a quicker way to see what the guest means and choose the next step.
Utilities
For meter readings or smart meter issues, a live camera view can remove a lot of uncertainty.
The agent can see the display, confirm the reading and decide whether a field visit is actually needed.
Remote Visual Assistance FAQs
What is remote visual assistance?
Remote visual assistance lets a support agent see what the customer is looking at through a live camera view. It is useful when the issue cannot be explained clearly over the phone, such as a router light, a damaged product, a meter display or a fault inside someone’s home. The aim is simple: give the agent enough visual context to make a better decision during the same support session.
How does Grypp VideoAssist work?
The agent sends the customer a secure link by SMS, email or chat. The customer opens it in their browser and shares their camera view. There is no app to install and no account to create. Once connected, the agent can talk the customer through the next step while seeing the issue live.
Is VideoAssist the same as a video call?
No. A standard video call is usually face-to-face. VideoAssist is designed for one-way visual support. The customer shares their camera view so the agent can see the issue, but the customer does not need to appear on camera. That makes it more suitable for contact center support where the focus is the problem in front of the customer, not a meeting between two people.
When should a contact center use remote visual assistance?
Use it when the agent would otherwise be asking the customer to describe something that is difficult to explain. That might be a warning light, a loose connection, a damaged item, a meter reading or a visible fault at a property. It is most useful when seeing the issue can prevent a repeat call, a return or a field visit.
When is VideoAssist not the right tool?
VideoAssist is not needed for every support query. A simple account question, payment update or password reset will usually be better handled through voice, chat, co-browsing or a normal support workflow. VideoAssist is for moments where a live camera view adds something important to the decision.
Do customers need to download an app?
No. Customers join the session from their browser using a secure link. This is important because remote visual assistance is usually needed while the customer is already in a live support conversation. Adding an app download at that point would slow things down.
Does remote visual assistance replace field teams?
No. It helps teams decide whether a field visit is needed. Some issues still require an engineer, contractor, technician or assessor. VideoAssist is useful before that point because it can stop avoidable visits and give field teams better information when they do need to attend.
Can remote visual assistance reduce unnecessary engineer visits?
Yes, when engineer visits are being booked because the agent cannot confirm what is happening remotely. With VideoAssist, the agent can see the issue before a visit is arranged. Some problems can be handled during the session. When a visit is still needed, the engineer can be sent with clearer context.
Can VideoAssist help reduce No Fault Found returns?
It can help where returns are caused by setup confusion, missed checks or unclear instructions. The agent can look at the product with the customer before the return is raised. If the item is working but the customer needs help using it, the issue may be solved without sending the product back.
How do AR annotations help during remote support?
AR annotations let the agent point or draw on the customer’s live camera view. This is useful when spoken instructions are too easy to misunderstand. Instead of trying to explain which cable, button or part they mean, the agent can show the customer directly on screen.
Can agents capture images during a VideoAssist session?
Yes. Agents can capture images during the session when they need evidence or case context. This can help with claims, inspections, engineer notes or internal handoff. It also avoids asking the customer to leave the conversation, take photos separately and send them later.
Is remote visual assistance secure enough for contact center use?
VideoAssist is built for secure browser-based support sessions. Teams should still give agents clear guidance on what customers should and should not show, especially in regulated journeys. For sensitive screen-based tasks, document completion or identity checks, another Grypp tool may be a better fit than a live camera view.
Can VideoAssist work when the customer has a weak connection?
VideoAssist includes quality controls for situations where the customer’s connection is limited. The point is not perfect video quality. The point is to give the agent enough visual clarity to understand what they are looking at and decide what should happen next.
Which industries use VideoAssist?
VideoAssist is most useful for businesses that support physical products, homes, equipment, repairs or field service journeys. Telecom providers can use it for router checks. Utilities can use it for meter support. Retailers can use it before accepting some returns. Insurers can use it during early claim conversations. Property teams can use it before sending a contractor.