Does the customer or site contact need to install anything?

No. They open a link on their own phone and are guided through the capture steps in the browser. There is no app to download, no account to create and no live video call to join.

What happens if the recording misses something?

The service team can request a specific follow-up — a particular angle, the serial plate or an additional answer — through the same case, without starting again.

How long does it take to get started?

Implementation starts with one workflow. We configure the capture steps, questions and checklist for that workflow, connect it to how your team already works, and extend from there once it is running.

Is this software or a service?

It is software, licensed by subscription, with implementation included. Your team uses the platform; the people who record — customers, site contacts, technicians — need nothing installed.

EV charging

Guided video for EV charging service and support

Charge point faults are reported from the roadside, the depot or the car park, often by someone who is not technical. Guided capture turns that report into something the support desk can act on.

No app. No account. No video call.

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Depot engineer filming an EV charge point screen with a smartphone

How can charge point operators diagnose faults remotely?

The driver, site host or depot engineer is sent a guided link and prompted to record the charge point, the screen message, the connector and the vehicle side of the connection. The support desk reviews the case, resolves what can be resolved remotely, and otherwise dispatches with the correct part.

Added value

What Service Video Experts does for ev charging teams.

Service Video Experts lets drivers, site hosts and depot staff record charge point faults, screen messages and connector condition, so support desks resolve user-side and settings issues remotely and dispatch only with the correct part.

User-side causes ruled out

Vehicle, cable and session issues are recognised before a technician is sent.

Uptime restored sooner

Support acts on a clear picture of the unit within minutes of the report.

Correct spare dispatched

The unit, firmware context and connector are identified before travel.

The typical situation

A charge point is reported as not working, a technician travels to site, and the cause turns out to be a connector, a setting or a vehicle-side issue.

Who records the video

The driver, the site host, the depot operator or the attending charge point technician.

What is captured

Charge point screen and status lights
Error or session message
Connector and cable condition
Charge point identification and serial
Vehicle-side connection
Repair and completion evidence

Service cases

What the service team receives.

Illustrative workflow views across the sectors we work in. Example content, not customer data.

Customer recording a fault on their equipment with a smartphone — Illustrative workflow view

Site owner filming a solar inverter display with a smartphone — Illustrative workflow view

Building manager filming damaged roof tiles and flashing with a smartphone — Illustrative workflow view

Technician filming an alarm keypad beside an entrance camera with a smartphone — Illustrative workflow view

Kitchen engineer filming a commercial combi oven control panel with a smartphone — Illustrative workflow view

Householder filming a leaking pipe joint under a kitchen sink with a smartphone — Illustrative workflow view

Water utility operative filming a street meter chamber with a smartphone — Illustrative workflow view

Tenant filming a damp patch on an interior wall with a smartphone — Illustrative workflow view

Workshop technician filming underneath a raised vehicle with a smartphone — Illustrative workflow view

Wind turbine technician filming components inside the turbine tower with a smartphone — Illustrative workflow view

How the service team uses it

Rule out vehicle-side and user-side causes
Identify the exact unit and firmware context
Resolve settings issues without dispatch
Send the correct spare part first time
Keep uptime records with visual evidence

Operational outcomes

Fewer unnecessary site visits
Faster restoration of charge points
Right part on the first visit
Documented uptime and repairs

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

Common questions

What service teams usually ask first.

Does the customer or site contact need to install anything?: No. They open a link on their own phone and are guided through the capture steps in the browser. There is no app to download, no account to create and no live video call to join.
What happens if the recording misses something?: The service team can request a specific follow-up — a particular angle, the serial plate or an additional answer — through the same case, without starting again.
How long does it take to get started?: Implementation starts with one workflow. We configure the capture steps, questions and checklist for that workflow, connect it to how your team already works, and extend from there once it is running.
Is this software or a service?: It is software, licensed by subscription, with implementation included. Your team uses the platform; the people who record — customers, site contacts, technicians — need nothing installed.

Reducing unnecessary service visits
Some visits are avoidable: a reset, a setting, a consumable, a fault outside scope. Guided video identifies them before anyone travels.
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.
Remote technical support using guided video
Technical support teams and equipment manufacturers assess customer and technician video asynchronously, without an app, account or scheduled call.
Proof of completion for service and maintenance work
Close jobs with dated before-and-after evidence, checklist responses and restart confirmation attached to the service record.

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.

Book a 30-Minute Demo Start Free Account