Customer video
See the issue before you dispatch.
Your customer already has the camera in their hand. A guided link turns their description into a structured visual case your team can act on.
No app. No account. No video call.
Just a guided link that tells the customer exactly what your service team needs to see.
Capture is asynchronous — there is no appointment for a live call. The customer records when convenient. Your service team reviews when convenient.
The journey
How the customer experience works
Don’t just ask for a video. Guide the customer to capture exactly what your service team needs — your organisation decides what should be captured.
- 1Send
- 2Guide
- 3Capture
- 4Review
- 5Decide
A request is created
Triggered from your service desk, your website or an existing case.
The link is sent
By SMS, email or WhatsApp. The customer taps it and the camera opens.
Guided capture
Short instructions tell the customer what to film and which questions to answer.
Submission
Video, photos and answers arrive together, attached to the case.
Central review
A coordinator reviews the material and confirms what is actually wrong.
The decision
Resolve remotely, dispatch the right technician, or order the right part first.
Typical situations
What customers usually film
Anything a technician would want to look at first.
Why customers complete it
- No download, no account, no password.
- Works on any modern smartphone browser.
- Takes a minute or two, not a phone queue.
- Clear instructions on what to show.
What your team gains
- Fewer explanations repeated over the phone.
- Priority based on what the case actually is.
- The right technician, with the right parts.
- A visual record kept with the case.
See the issue before you schedule the visit.
We will show you how guided customer capture fits your intake and triage process.