GroundCam for After-Sales & Technical Support
See the problem live and guide your client to resolution.
With GroundCam, your teams stop guessing what the client sees -- they see it and walk them through it live.
The Limits of Phone Support
Difficulty Describing a Problem
Clients struggle to precisely describe what they see. 'The red light is blinking' can mean 10 different things depending on context.
Low Resolution Rate
Without visuals, first-call resolution rate averages 50%. The client often needs to call back or wait for an on-site visit.
Customer Dissatisfaction
Long exchanges, repeated misunderstandings, and high resolution delays degrade customer satisfaction.
Visual Support in Action
See the Problem Live
The client simply points their phone at the equipment. You see the exact same screen, indicator, cable.
Guide with Precision
Draw an arrow on the video to indicate which button to press. Circle the component to check. Write instructions directly on the client's screen.
Keep a record of every resolution
Take screenshots during the session. They are automatically saved with the date, time, and intervention context.
Typical Scenario
A customer reports an equipment failure. Instead of dispatching a technician blind, support sends a GroundCam link via SMS. In 6 minutes, the agent identifies a simple configuration issue and guides the customer through the fix live. Result: one trip avoided, a satisfied customer, and a technician freed up for a higher-value intervention.
Real results
Why visual assistance revolutionizes technical support
Phone-based technical support reaches its limits as soon as a problem requires visual verification. Studies show that 60% of support call time is spent understanding what the client sees, not solving the problem. Visual assistance reverses this ratio: by seeing the equipment directly, the agent spends 80% of their time in active resolution.
Augmented guidance transforms the customer experience. Instead of saying 'press the third button from the right,' the agent draws an arrow directly on the client's video. Instructions become visual, intuitive, and unambiguous. First-contact resolution rate increases from 50% to over 85% in companies adopting this technology.
Each session is automatically documented: timestamped screenshots, agent annotations, resolution duration, and satisfaction survey. This data helps identify recurring failures, improve support procedures, and objectively measure service quality. Companies see an average NPS increase of 35 points after adopting visual assistance.
See GroundCam in action
Security & compliance
- No customer data retained by default outside the session
- Customer connection via SMS link, no app or account
- TLS 1.3 encryption and European hosting
Frequently Asked Questions — Technical Support
- Does the client need to prepare anything before the session?
- No. The client receives an SMS link and connects in under 15 seconds from their browser. They only need their smartphone with a camera and a standard 4G or Wi-Fi connection (5 Mbps is sufficient).
- What is the remote resolution rate with GroundCam?
- In use cases suited to diagnostics and first-level support, GroundCam can help improve the first-contact resolution rate. Results vary depending on the sector, the complexity of requests and how the support team is organised.
- Are sessions recorded?
- Screenshots are automatically saved with timestamps and geolocation. Full video recording is available as an option depending on your plan. All data is stored securely and in compliance with GDPR.
Try it on a first call
Free sign-up, first session included.