Solution
Customer video intake without an app or account
Anything that requires a download, a login or a scheduled call loses most customers before they capture anything useful.
No app. No account. No video call.
How can customers send service videos without installing an app?
The service team sends a secure link. The customer opens it in their phone browser and is guided step by step through what to record and answer. Nothing is installed, no account is created, and the submission arrives as a structured case rather than as loose attachments.
The typical situation
Customers send one dark photo, or nothing at all, and the service team calls back to ask for more.
Who records the video
The customer, tenant, building user or site operator who reported the issue.
What is captured
- Guided video of the fault
- Required photos
- Equipment identification and serial
- Error or warning messages
- Answers to your questions
- Checklist responses
How the service team uses it
- Receive complete cases without chasing
- Review before committing a visit
- Request a specific missing detail
- Keep everything in one record
- Respond to the customer with evidence
Operational outcomes
- Higher completion rate than open requests
- Fewer follow-up calls
- Better first decisions
- Improved customer experience
Outcomes depend on your own service operation. We do not publish savings percentages that have not been measured with you.
Two directions of video
Before dispatch, and from the field.
The same structured approach is used in both directions, with different capture steps.
01 Customer or site → Service team
- Service request received
- Guided video link sent
- Customer or site contact records
- Service team reviews
- Resolve remotely or dispatch correctly
02 Field technician → Head office
- Technician opens the job
- Guided capture on site
- Checklist and readings
- Before and after evidence
- Completion record reviewed centrally
Related
Continue reading
- Pre-dispatch triage with guided video
Triage service requests on what the customer can show, not what they can describe. Guided video before dispatch across field service, equipment and technical support.
- Remote diagnosis from guided customer and site video
Diagnose from structured video, photos, error codes and equipment identification submitted through a link — without an app, an account or a live video call.
- Guided video for HVAC and heating service
Let building managers and customers show the unit, control panel, error code and installation before an HVAC engineer is dispatched.
- Guided video for automotive service and aftersales
Customers and service advisors capture vehicle issues before workshop diagnosis, and technicians document findings and completed work.
Discuss your service workflow with us.
In 30 minutes we look at how requests arrive, how they are triaged and how work is documented today — and where guided video would fit.