GroundCam Resources
Guides, articles and definitions to master remote visual assistance and cut down on site visits.
Latest content
Co-browsing vs visual assistance: differences
Co-browsing vs visual assistance: co-browsing shares a web screen, visual assistance opens the customer's camera in the field.
Customer visual guidance: fix it first time
Customer visual guidance lets your support agent annotate live video and resolve the fault on first contact — no site visit, no app to install.
How to run a remote video assessment: steps
Remote video assessment steps, in order: prep the file, send the SMS link, capture consent, guide, take certified shots, add them to the claim file.
Remote Snagging: Method and Time Savings
Remote snagging: the method, the evidence value, and the time it saves. Verify snag-list fixes by video instead of a second trip back to site.
Visual assistance vs video conferencing
Visual assistance vs video conferencing: video calls connect screens, visual assistance opens the customer's rear camera to guide in the field, no app.
First contact resolution (FCR): definition
First contact resolution (FCR): definition, formula, and how to measure it. A key metric of customer service and support performance.