In a world where digitalisation is reshaping how companies interact with their customers, visual assistance is emerging as a key innovation to enrich and humanise customer relations. Kiamo, a French leader in omnichannel contact centre solutions, integrates this technology to deliver a more personalised and optimised experience.
Visual assistance : a new dimension in customer interaction’assistance
Visual assistance enables advisors to switch to video during a call, directly from the customer’s smartphone. This humanises the interaction and makes it easier to handle complex or urgent situations that can often cause stress for customers. It works across devices such as smartphones, tablets and computers, and requires no app installation on the customer’s side.
Advanced features for effective support
Beyond simple video communication, Kiamo’s visual assistance includes collaborative tools that ensure faster and more accurate problem resolution:
- Advisors can take photos using the customer’s camera to document incidents such as damaged parcels or defective products, with annotation options.
- With customer consent, geolocation can be enabled – for example, to locate a broken-down vehicle.
- Advisors can share documents like manuals or product sheets to guide the customer.
- Customers can be redirected to online resources such as FAQs or terms and conditions.
These features enrich the interaction, improve understanding of customer needs and accelerate resolution.
Operational efficiency and environmental responsibility
Visual assistance reduces the need for physical interventions, lowering operational costs and the company’s carbon footprint. By instantly viewing the customer’s situation, advisors can make informed decisions without costly and time-consuming site visits. This makes it particularly valuable in sectors such as after-sales service, teleconsultations, claims management or technical support.
Simplicity and security by design
Kiamo’s visual assistance is designed to be plug-and-play, easy and secure:
- Video can be activated directly in Kiamo in just two clicks.
- Customers don’t need to install any software – a simple invitation link is enough to start a video session.
- The solution works on all browsers and major operating systems.
- All communications are encrypted, ensuring confidentiality of shared data.
- Every action requires explicit customer consent, ensuring GDPR compliance and respect for privacy.
This guarantees a smooth and secure user experience for both customers and advisors.
Wide range of use cases across industries
Visual assistance is relevant for many sectors:
- After-sales service: diagnosing and resolving technical issues remotely, reducing the need for on-site interventions.
- Claims management: assessing damages in real time through video, speeding up claims processing.
- Technical support: guiding customers step by step during complex procedures, improving satisfaction and reducing resolution times.
By adopting visual assistance, companies can improve operational efficiency while delivering a more human and personalised customer experience. This technology represents a major step forward in how businesses engage with their customers, meeting growing expectations for personalisation and instant support.
By integrating this feature, Kiamo shows its commitment to delivering innovative solutions that put the customer at the heart of business strategy. Visual assistance is not just a trend – it is a concrete answer to the real needs of companies and their customers in an increasingly connected world.
