Customer Service Video Chat
with VideoCall & ScreenShare
Move from voice or messaging into a secure video call or shared-screen session when the customer needs help in real time.
Video Calls and Screen Sharing for Customer Service
For support moments where the customer needs to talk it through and show what is on their screen.
Some customer issues do not need a field visit or a camera view of the real world. The customer is already inside a website, portal, form or online account area, but they are stuck and cannot explain the problem clearly through voice or chat.
VideoCall & ScreenShare gives the agent a more practical way to help. The customer can join a live video conversation, share their screen where needed and stay with the agent while the issue is worked through.
This is different from VideoAssist. VideoAssist is for physical issues, where the agent needs to see through the customer’s camera. VideoCall & ScreenShare is for digital support moments, where the customer needs help with what is happening on their screen.
It is also different from co-browsing. Co-browsing is best when the agent needs to guide a customer through a shared browser journey. ScreenShare is better when the agent needs to understand what the customer is seeing beyond a controlled web page, such as a document, app, error message or account screen.
Grypp VideoCall
Live video support for customer conversations where voice or chat is not enough.
Grypp ScreenShare
Screen Sharing for Customer Service, With Video Chat When It Helps
VideoCall & ScreenShare is for those digital support moments that start to drag.
Instead of swapping screenshots or moving the customer into another tool, the agent can stay in the conversation, see the screen with permission and talk the customer through the issue.
Get past "What can you see?"
- View the customer’s screen when a page, field or error message is blocking progress
- Help the customer while the issue is still open in front of them
Use video for high trust moments
- Add face-to-face support when the conversation needs reassurance
- Keep the focus on the customer’s task, not a generic meeting experience
Reduce screenshot back-and-forth
- Avoid waiting for customers to capture, crop and send images
- Resolve more digital issues before they become email chains
Built for support sessions
- Give agents a controlled way to guide screen-based issues
- Use screen sharing where co-browse is not the right fit or if the customer is outside a browser journey
How Grypp VideoCall & ScreenShare Works
Move from voice or chat into customer service video chat when the customer needs live help on screen.
An agent sends the customer a secure link. The customer opens it in their browser and joins a live support session, with no app download required.
From there, the agent can use video when a face-to-face conversation would help, or ask the customer to share their screen when the problem is sitting in front of them. That might be a form that will not submit, an account page that does not make sense or an error message the customer cannot explain clearly.
This is not the same as VideoAssist. VideoAssist is for camera-based support when the agent needs to see a physical issue. VideoCall & ScreenShare is for screen-based support, where the customer is stuck in a digital journey and needs help while they are still there.
It also has a different role from co-browsing. Co-browse is useful for guided browser journeys. Screen sharing is better when the agent needs to understand what the customer is seeing more broadly, including pages, files, apps or screens that sit outside a controlled web journey.
The Impact of Screen Sharing & Video Chat in Customer Service
Shorter Explanations
Agents can see the page, form or error message instead of asking the customer to describe it from memory.
Fewer Abandoned Steps
Customers can stay in the same conversation while the agent talks them through the issue.
Less Back and Forth Screenshots
Support teams do not need to wait for cropped images, missed details or follow-up emails.
More Confident Handoffs
When the issue still needs another team, agents can capture clearer context before passing it on.
Why Grypp for Video Chat & Screensharing?
Grypp VideoCall & ScreenShare is built for support conversations, not general meetings. It gives agents a way to move from voice or chat into live video when the customer needs a clearer conversation, or into screen sharing when the issue is sitting on the customer’s screen.
That makes it useful for digital support moments where the customer is stuck, unsure or struggling to explain what they are seeing. The agent can stay in the same support flow, guide the customer and keep the interaction tied to the case.
- Customer service video chat launched by secure link
- Screen sharing for customer service journeys where the agent needs visibility
- Branded agent backgrounds for a consistent support experience
- Secure and encrypted cross-device compatibility – no software installation required
- Screen-sharing controls for the agent, customer or both
- Configurable video resolution and FPS profiles to match your network and use case
What Agents Can Do With VideoCall & ScreenShare
VideoCall
- Boost customer engagement through two-way video calling with a clean, intuitive UI
- Use drag-and-drop video tiles that adapt around the content in the conversation portal
- Take high-quality snapshots during video calls for documentation, training, or future reference
- Set branded virtual backgrounds for agents to maintain a professional and consistent visual identity
- Stay compliant with secure and encrypted video sessions with controlled access
ScreenShare
- Choose whether your agent, customer, or both can share their screen with fully configurable settings
- Allow agents or customers to pause screen sharing at any time for better control
- Empower customers to show errors, documents, or journeys without needing to describe them verbally
- Enhance training and coaching by allowing support teams to record sessions and review steps taken to learn from and improve upon
- Works seamlessly across most modern browsers and devices for maximum flexibility
Video Chat That Helps Customer Service Agents Finish the Conversation
Move complex conversations into live video
- Add face-to-face support when the customer needs reassurance
- Keep the customer in the same support flow instead of sending them to a separate meeting tool
- Use branded agent backgrounds for a more professional video support experience
See what the customer is seeing on-screen
- Let customers share their screen when a form, portal, document or error message is blocking progress
- Help agents understand the issue without waiting for screenshots or long explanations
- Support screen-based tasks that sit outside a simple co-browse journey
Keep screen-based support controlled and useful
- Reduce miscommunication by removing guesswork and empower your agents to literally see the problem
- Stay compliant and secure with fast, enterprise-grade encryption
- Capture session snapshots where teams need a record for follow-up, training or handoff
Video Calls & Screen Sharing Solutions for Every Industry
Deliver faster resolutions and more personal experiences with secure, flexible video and screen sharing tailored to the unique needs of every industry.
Finance
Guide customers through account opening, mortgage applications, identity steps and dispute journeys with secure video chat and screen sharing.
Healthcare
Use video and screen sharing for telemedicine, form support, and scheduling – enhancing care and simplifying patient interactions.
Insurance
Guide customers through claims forms, policy changes, document uploads and claim-status questions without pushing them into another channel.
Property Management
Help residents, tenants and applicants complete portal tasks, lease documents, payment steps and maintenance requests on screen.
Retail
Support checkout issues, return requests, warranty forms, account problems and order questions while the customer shares their screen.
Technology & SaaS
Support onboarding, product walkthroughs, configuration issues and live troubleshooting when users are stuck inside your platform
Telecom
Help customers understand bills, manage account changes, complete upgrade journeys and troubleshoot app or portal issues on screen.
Travel & Hospitality
Help travelers with booking changes, check-in steps, itinerary questions, refunds and guest-service issues through live guided support.
Utilities
Guide customers through billing questions, account changes, payment plans, portal issues and service requests with shared-screen support.
FAQs
What is video chat for customer service?
Customer service video chat lets an agent speak to a customer through a live video session during a support conversation. It is useful when voice or messaging feels too limited, especially when the customer needs reassurance, a clearer explanation or help completing a digital step.
What is screensharing?
Screen sharing for customer service lets the customer show the agent what is happening on their screen. It helps when the customer is stuck on a form, portal, account page, checkout step, document, application or error message. The agent can see the issue directly instead of relying on a long explanation.
What is the difference between video and screen sharing?
Video chat is about the conversation. Screen sharing is about the task on screen. A customer may use video chat when they need a clearer, more personal conversation, then share their screen when the agent needs to see the page, document or step causing the problem.
How is Grypp's video calling different from standard video chat tools?
Grypp VideoCall is built for customer support, not internal meetings. The point is not to schedule a meeting or send the customer into a separate video platform. It gives agents a way to add live video inside a support journey when the conversation needs more clarity. Grypp can also support branded agent environments, which helps teams keep video support feeling professional and consistent.
How is ScreenShare different from co-browsing?
Co-browsing is usually best when the agent and customer are working through the same controlled browser journey. Screen sharing is broader. It helps when the agent needs to see what the customer is seeing on their screen, including a document, app, account area, error message or screen that may not fit a standard co-browse flow.
How is VideoCall & ScreenShare different from VideoAssist?
VideoAssist is for physical issues, where the agent needs to see through the customer’s camera. VideoCall & ScreenShare is for live conversations and screen-based support. It is better suited to forms, portals, account tasks, onboarding steps, billing screens, checkout problems and other digital journeys.
How is ScreenShare different from co-browsing?
Co-browsing is usually best when the agent and customer are working through the same controlled browser journey. Screen sharing is broader. It helps when the agent needs to see what the customer is seeing on their screen, including a document, app, account area, error message or screen that may not fit a standard co-browse flow.
Do customers need to download anything to use live chat?
No. Customers can join through a secure browser-based session. That matters during live support because asking someone to download an app, create an account or open a separate meeting tool can slow the conversation down.
When should agents use video chat with a customer?
Video chat is useful when the customer needs a more human conversation. That might be during onboarding, a complaint, a sensitive account issue or a moment where the agent needs to explain something clearly without losing trust. It should be used when seeing and speaking to a real person helps the customer move forward.
When should agents use screen sharing?
Agents should use screen sharing when the issue is happening on the customer’s screen. If the customer is saying “I don’t know what to click”, “this page won’t work” or “I can’t see that option”, screen sharing can remove a lot of guesswork
Can agents capture screenshots during a support session?
Yes, agents can capture session snapshots where a visual record is useful for case notes, follow-up, training or handoff. This can reduce the need for customers to send separate screenshots later. Teams should still set clear rules for when snapshots are appropriate, especially if sensitive information may appear on screen.
Can agents switch between video and screen sharing during a session without interruption?
Yes. Some support conversations may only need video. Others may only need screen sharing. In more complex journeys, the customer may need both: a live conversation for reassurance and screen sharing when the agent needs to see the actual issue. Agents can run both ScreenShare and VideoCall simultaneously, or toggle between them without interruption.
Is screen sharing secure enough for contact center use?
Screen sharing can be used safely when teams have the right controls and agent guidance in place. Grypp is designed for secure support sessions, but businesses should still define what customers should and should not share, especially in regulated journeys or account-based support.
Can VideoCall & ScreenShare reduce repeat contacts?
Yes, especially when the repeat contact happens because the first conversation did not fully resolve the digital task. If the agent can see the screen, explain the next step and keep the customer in the session, there is less chance of the customer leaving confused and coming back later.
Can agents screen share to demonstrate product features or walk through documents?
Yes, ScreenShare is fully configurable for a number of use cases. Screen sharing can help when a customer needs to understand a product, complete a setup step, review a document or work through an online journey. It is especially useful when the customer is interested but stuck at the point where they need to take action.