Boosting ROI with Live Remote Assistance: A Guide for CX Leaders
Author:
Pete HumesHead of Content
Imagine this: a customer is on the line, frustrated because their new washing machine isn’t working.
They’re struggling to describe what’s happening while your agent tries to diagnose the problem blindfolded—relying on guesswork and a script. The clock ticks, the customer’s patience wears thin, and what could’ve been a quick fix turns into a lost opportunity.
Sound familiar?
For today’s contact center leaders, this isn’t just a one-off scenario—it’s a daily challenge. Customers demand lightning-fast solutions and seamless experiences, while your team juggles escalating workloads and rising expectations.
The big question: how do you consistently deliver exceptional service without stretching your team or your budget to the breaking point?
By empowering agents to “see” the issue in real time, these tools cut through the guesswork, turning frustrating exchanges into efficient problem-solving. The result is faster resolutions, happier customers, and measurable ROI that puts your contact center ahead of the curve.
Let’s look at five ways visual support is reshaping customer service—and why it may be the CX solution your team has been waiting for.
1. Solve Problems Faster: The Key to First-Call Resolution (FCR)
Why It Matters: First-call resolution (FCR) is the service world’s holy grail.
When customers call for help, they expect quick answers and effective solutions. In fact, 82% of customers prioritize speed in their support interactions, according to Zendesk. Visual tools give agents the context they need to deliver exactly that.
Think of them as the difference between guessing the answer to a puzzle and having the solution key.
How It Works: A customer reports their washing machine isn’t draining.
Traditional Support: The agent asks a series of clarifying questions, relying on verbal descriptions. Misunderstandings stretch the call to 15 minutes, but the issue remains unresolved.
Visual Support: The agent sends a video session link. The customer shows the error code, and the agent uses augmented reality (AR) to guide them to clear the clogged filter in 10 minutes.
Impact on ROI:
Companies using video tools report a 30% improvement in FCR rates. (Animoto)
Resolving issues on the first call reduces escalations, lowers costs, and strengthens customer trust.
2. Cut Costs by Reducing On-Site Visits
Why It Matters: Technician visits are expensive. Dispatching a field agent can cost $200-$300 per trip, and that’s not counting the environmental impact of unnecessary travel.
Visual tools allow agents to handle these problems remotely, turning costly in-person repairs into manageable virtual fixes.
How It Works: An HVAC system shows an error code, and the customer can’t figure out what’s wrong.
Traditional Support: After 30 minutes of troubleshooting over the phone, the issue is still unclear. A technician is dispatched, costing $250 and taking two days to arrive.
Visual Support: The agent uses a live video session to diagnose a loose wire and guides the customer to fix it within 15 minutes—no technician required.
One consumer goods firm reported a 15% drop in average service costs and 10% reduction in parts wastage after adopting visual diagnostics. (SightCall)
3. Win Hearts (and Loyalty) with Seamless Customer Experiences
Why It Matters: Customer loyalty depends on experience. 80% of customers say their experience with a company is as important as its products, according to Salesforce.
Visual tools help you provide faster, more personalized service, which leaves customers feeling valued and supported.
How It Works: A customer struggles to connect their new smart TV to Wi-Fi.
Traditional Support: After 30 minutes of vague instructions, the customer gives up, frustrated and dissatisfied.
Visual Support: The agent sees the customer’s issue in real-time, uses AR to highlight the correct network, and resolves the problem in 10 minutes.
Impact on ROI:
Video platforms have driven 25%-30% increases in CSAT scores, with customers appreciating the speed and clarity of visual support. (Gartner)
Seamless interactions increase the likelihood of repeat purchases by 82%. (Gartner)
4. Empower Your Agents and Reduce Turnover
Why It Matters: Agents are the backbone of any customer support operation, and their performance is directly influenced by the tools they use.
When agents are overwhelmed with repetitive tasks or unclear problems, job satisfaction plummets. Visual tools flip the script by simplifying workflows and making troubleshooting faster and more intuitive.
This allows agents to focus on meaningful, engaging work.
How It Works: A new agent supports a customer whose router won’t connect.
Traditional Support: The agent spends 30 minutes asking questions and guessing at solutions, leaving both parties stressed and frustrated.
Visual Support: The agent sees the problem instantly, identifies the unplugged Ethernet cable, and resolves the issue in 10 minutes using AR guidance.
Impact on ROI:
Visual tools can reduce average handle time (AHT), allowing agents to handle more cases.
Video support increases empathy and can lower customer frustration when trying to solve a problem.
5. Get a Head Start with Pre-Call AI and Automation
Why It Matters: Preparation is half the battle.
Pre-call automation powered by Visual AI gathers vital information before the agent even picks up the phone. Photos, videos, and automated diagnostics streamline the process, allowing agents to focus on solving—not diagnosing—problems.
This proactive approach saves time and creates a smoother customer journey.
How It Works: A customer calls about a dishwasher that isn’t draining.
Traditional Support: The agent spends the first 10 minutes gathering basic information like the model number and symptoms. Troubleshooting takes another 20 minutes, but the problem remains unresolved.
Pre-Call AI: The customer scans the dishwasher serial number and uploads a photo and video of the issue before the call. AI identifies the likely cause (a clogged pipe), and the agent resolves the issue in 10 minutes with targeted guidance.
Impact on ROI:
Pre-call automation reduces handle time and allows agents to get right to the customer's issue.
Visual support tools are not just another enhancement—they’re a way to reshape customer service.
By enabling faster, more seamless problem-solving, they elevate customer experiences, strengthen loyalty, and empower your team. As expectations for speed and personalization grow, these tools ensure you’re not just keeping up but leading the way.
With CCaaS platforms integrating AI-powered insights and omnichannel experiences, visual technology has become essential. Investing in these tools now positions your contact center at the forefront of this transformation, equipping you to meet rising demands and outpace competitors.
But don’t just take our word for it—see the impact for yourself.
