EZ app

  • Our engagement
    till date

  • 4%

    Increase in Truck Roll Cancel Rate

  • 20%

    Increase in Promoters in NPS survey

  • $47,000

    Truck roll savings per month

Real-Time Visual Insights For Your Support Agents

Presenting EzApp, a cutting-edge solution that revolutionises customer support by empowering agents to see exactly what the customers sees. EzApp allows the customers to livestream video from their smartphones, allowing support agents to diagnose and troubleshoot issues with unprecedented accuracy. This innovative tool enhances issue resolution, reduces the need for technician visits, and significantly improves customer satisfaction.

Keywords:

With EZ app, you get

  • Optimize Point Of Contact Resolution

    Accelerate and enhance the troubleshooting process with real-time video insights.

    OptimizePointOfContact
  • ImproveCustomer

    Improve Customer Experience

    Provide a seamless support experience by guiding customers visually.

  • Reduce Technician Visits

    Minimize unnecessary on-site visits by resolving issues remotely.

    ReduceTechnicianVisits
  • EnhanceIssueDiagnosis

    Enhance Issue Diagnosis

    Achieve more accurate problem identification through live visual assessment.

  • Guide Through Troubleshooting

    Support customers step-by-step with visual confirmation of actions taken.

    GuideThroughTroubleshooting

CHALLENGES

  • 1.

    Limited Visual Access: Tier 1 repair agents struggle to diagnose issues accurately without seeing the customer’s device and setup.

  • 2.

    Inadequate Resolution Paths: Difficulty in determining the necessity of a technician visit, leading to inefficiencies and increased costs.

“Bridging The Visual Gap In Customer Support”

EzApp offers a web application for iOS and Android devices that enables customers to stream live video. This allows support agents to see the problem firsthand, interact with the customer using advanced tools, and track performance metrics through comprehensive dashboards.

SOLUTIONS

01 REAL-TIME VIDEO STREAMING

Enable customers to stream live video from their smartphones, giving agents a direct view of the issue.

02 INTERACTIVE TOOLS

Utilize pointers, drawing tools, and annotations to guide customers through troubleshooting steps.

03 HD PHOTO CAPTURE

Capture high-definition photos for detailed analysis and case documentation.

04 REMOTE FLASHLIGHT CONTROL

Agents can activate the customer’s smartphone flashlight to enhance visibility in low-light conditions.

05 COMPREHENSIVE REPORTING

Track customer feedback, app utilization, resolution times, and other key metrics with intuitive dashboards and reports.

EZ app SERVICES

  • Customers can share live video from their smart devices, allowing agents to see the installed equipment in real-time.

  • Agents can interact with customers using pointers, circles, and freeform drawing to highlight areas of interest.

  • Agents can capture high-definition photos, save them to the case file, and share with customers for better issue resolution.

  • Agents can remotely activate the customer’s smartphone flashlight to better identify devices in low light.

  • Performance metrics, customer feedback, resolution tracking, and other key performance indicators are displayed in intuitive dashboards.

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