Video support
Video support: Improve responsiveness and reduce travel
Enable video support to qualify requests, resolve incidents remotely, and minimize unnecessary travel.
50%
fewer on-site visits
3x
faster diagnoses
+25%
resolution rate on the first contact
Resolve issues remotely, boost efficiency
Apenday lets you diagnose issues or provide remote support using a simple, fast, and secure video assistance module. Your teams save valuable time, and your customers receive immediate assistance without having to wait for an appointment or an on-site visit.
Immediate diagnosis
Guided intervention
Quick resolution
For your business
- Processing time reduced by two-thirds for simple diagnostics
- Reduced logistics costs (transportation, scheduling, rescheduling)
- More accurate problem identification from the very first interaction
- Optimized scheduling of field service calls
For your customers
- Faster remote problem resolution
- Clear visual guidance for easy understanding and action
- Seamless interaction with a knowledgeable advisor
- Time savings and satisfaction from the very first request
Key features
One-click session launch
The advisor generates a video session link and sends it to the client via email and/or text message. The client joins the video call directly from their browser, without having to download an app.
Session recording
Each session can be recorded on demand. Recordings are stored securely and are accessible only to authorized administrators for archiving, training, or quality assurance purposes.
Satisfaction survey
At the end of each session, a survey is automatically sent to the client: a rating on a scale of 1 to 5, a free-form comment field, and a customizable question. Feedback is centralized in the admin interface for ongoing quality monitoring.
Tagging
At the end of each session, the support specialist can apply one or more tags to categorize the interaction: successful remote resolution, on-site visit required, quote to be sent, technical escalation, etc. These fully customizable tags make it possible to measure the effectiveness of remote support, anticipate necessary on-site visits, and populate dashboards with specific business metrics.
Dashboard and performance metrics
A dedicated dashboard centralizes key metrics: average session duration, satisfaction rate, and session volume per agent and per time period. Qualification tags enhance these metrics with business-specific data: remote resolution rate, percentage of sessions requiring an on-site visit, and types of follow-up actions taken—all of which help monitor service effectiveness and optimize workload distribution.
Automatic anonymization and GDPR compliance
Users’ personal data (email, name, phone number) is automatically anonymized after a configurable period of time. This automatic deletion ensures GDPR compliance without manual intervention, while retaining aggregated session metrics.
A seamlessly integrated modular unit
The video assistance module can be:
You can combine it with :
Frequently asked questions
How does Apenday Video Assistance work?
With a single click from an invitation sent by your teams via email and/or text message, your customer is instantly connected via video call with an advisor—no installation is required on their end.
When is Video Assistance used?
It is particularly well-suited for remote diagnostics, assistance with complex procedures, or incident management without on-site visits, in the insurance, real estate, and energy sectors.
Is Visio Assistance secure?
Yes, communications are encrypted, and the Apenday platform complies with GDPR requirements. Your data and that of your customers are protected during every interaction.