Summary
A global premium consumer appliance manufacturer used remote visual support to resolve complex customer and service partner issues on the first interaction.
By combining live video with real-time device data from connected coffee machines, the organization reduced onsite service visits, improved customer satisfaction, and increased service efficiency, without compromising its premium brand experience.
The Challenge: Diagnosing Complex Consumer Devices Using Phone-Only Support
The company designs and manufactures fully automatic coffee machines that combine advanced mechanics, electronics, and software. While these innovations elevate the user experience, they can also make support interactions more complex.
Consumers call on customer service agents to help with machine setup, cleaning and descaling cycles, error messages, and beverage quality issues. Many of these problems are difficult to diagnose over the phone, especially if a customer struggles to describe what they see or explain how the machine is behaving.
This was more than just a CX issue, since the company’s internal service technicians also support a global network of authorized, third-party service partners.
Troubleshooting mechanical components, water systems, grinders, or electronic modules remotely was time-consuming and often resulted in unnecessary onsite visits or product returns.
That’s why the organization urgently needed a way to visually support customers and partners. A way that also leveraged the rich data already available from their connected coffee machines and companion mobile apps.
By integrating SightCall across customer support and service partner workflows, the company aligned its service experience with the sophistication of its products.
The Decision: Gaining Real-Time Visibility Into Every Support Case
As machine complexity increased and service costs rose, the organization needed a way to resolve more issues on first contact without compromising its premium customer experience.
The company selected SightCall to extend its existing digital support experience with real-time visual assistance.
SightCall remote visual support combines live video with contextual data from the coffee machine and mobile app, giving agents and technicians immediate clarity from the first interaction. By embedding SightCall directly into the app, the company preserves a seamless, premium experience that aligns with its brand.
Rather than adding another layer of friction, SightCall enhances how support teams and customers already interact.
The Solution: A Single Visual Workflow Across Customers, Agents, and Partners
Supporting Consumers Through the Mobile App
SightCall is fully integrated into the company’s mobile app used by customers to manage and monitor their coffee machines.
When a customer sends a support request, the system automatically gathers relevant data from the machine and the app, including device status, error codes, maintenance history, and configuration settings.
This information is presented to the agent as soon as the interaction begins.
From within the app, live video sessions can be launched with a single click. During the session, agents can visually inspect the machine, guide customers through cleaning or maintenance steps, verify component placement, and resolve beverage issues in real time.
By combining live video with machine data, many issues that previously required follow-up calls or onsite service can now be resolved in a single interaction.
Supporting Technicians and Authorized Service Partners in the Field
SightCall is also used by internal service technicians to support authorized service partners working on machines in the field.
Using live video, technicians can visually inspect internal components, observe repair procedures, and provide step-by-step guidance for complex issues involving grinders, brewing units, water systems, or electronic assemblies. This reduces miscommunication and improves repair accuracy without requiring travel.
The result is faster, more reliable repairs and fewer unnecessary site visits.
Problem: Weak Morning Coffee
A customer contacts support because her espresso machine is displaying an error and producing weak coffee. In the past, the agent would have relied on the customer’s verbal description and a series of scripted troubleshooting steps.
With SightCall, the interaction unfolds differently.
As the customer launches support from the app, relevant machine data, including error codes, maintenance history, and recent settings, is automatically displayed to the agent. The agent invites the customer to start a video session directly from the app.
Solution: Strong Visual Support
Using the phone camera, the customer shows the machine. Almost immediately, the agent notices that the brewing unit is not seated correctly following a recent cleaning cycle.
Through live video, the agent guides her step by step to remove and reinsert the brewing unit, then walks her through a quick rinse cycle.
Within minutes, the machine is functioning normally and coffee quality is restored.
The issue is resolved during the first interaction, without a follow-up call or an onsite service visit.
The Impact: First-Contact Resolution Without Onsite Service
SightCall delivered measurable improvements across operations, customer experience, and business performance.
Operationally, the company significantly reduced onsite service visits for both customers and service partners. They diagnosed issues quicker, whether mechanical or user-driven, and allowed service teams to manage time and resources more effectively.
Customer and employee satisfaction increased. Problems were resolved faster. Agents gained confidence when supporting complex issues remotely, while technicians and partners were motivated by improved problem-solving.
From a business standpoint, increased remote resolution led to lower service delivery costs, faster case closure, and improved service efficiency that directly supported revenue goals.
Visual assistance, combined with connected machine data, enabled faster resolutions, lower costs, and a better experience for customers, agents, and technicians alike.
How the Company Tracks Success Across Service and Support
Remote resolution rate measures the percentage of coffee machine issues resolved via video without requiring an onsite visit.
Customer and agent satisfaction surveys capture feedback immediately following support interactions.
Efficiency improvements are assessed by comparing call volume and average call duration before and after implementing SightCall.
This approach applies to any consumer device manufacturer supporting complex, connected products where first-contact resolution and brand experience matter.
