Live video support as the key to customer satisfaction

Live video support as the key to customer satisfaction: tele-LOOK bridges the gap between self-service and personal support

Neu-Ulm, July 28, 2025 - In an age where customers expect immediate and effective solutions, customer service is constantly evolving. While self-service options such as FAQs and knowledge bases play a fundamental role in solving problems on their own, live video support is proving to be an indispensable addition to handle complex queries efficiently and personally. This strategic combination leads to faster solutions, reduced costs and significantly higher customer satisfaction.

Modern customers increasingly prefer to solve problems on their own, prompting companies to provide comprehensive self-service tools, including FAQ sections, knowledge bases and video tutorials. These options reduce service costs and ease the burden on employees by automating routine requests. However, self-service options reach their limits when it comes to complex, unique or visually diagnosable problems. This is where live video support comes in.

Live video support enables real-time video interaction between customers and support agents, often via the customer's device camera. This allows employees to see the problem directly and provide visual instructions, which significantly improves troubleshooting. The benefits are manifold: problems are solved up to 46% faster as the direct visual context eliminates the need for long verbal descriptions. This leads to higher customer satisfaction and increased trust in the brand. In addition, many user errors can be corrected remotely, reducing product returns and costly on-site service visits. The adoption of live video support is growing steadily, with a predicted increase in customer service usage of 40% by 2024.

The synergy between self-service and live video support is crucial. When customers cannot resolve an issue on their own, live video provides the necessary 'human factor' and a seamless transition to assisted support.8 This omnichannel approach ensures that customers receive consistent interactions and tailored support, regardless of the channel chosen.

A leading solution that embodies this approach is tele-LOOK. This pragmatic helpdesk software adds a real-time video component to existing communication channels such as phone, chat or email. tele-LOOK enables service agents to accompany requests via live video call directly on the customer's device, allowing them to see what the customer sees in real time. A key advantage is the browser-based nature of the solution: neither the service provider nor the customer needs to download an app or install software. The customer simply receives a link via SMS and a single click starts the session in their browser. tele-LOOK is platform and device agnostic and focuses on objective problem solving by using the customer's main camera without showing their face. Interactive tools allow both sides to take pictures, comment and give instructions, improving collaborative troubleshooting.

"The combination of robust self-service options and a seamless transition to live video support is the key to excellent customer service in today's world," said a tele-LOOK spokesperson. "Solutions like tele-LOOK enable organizations to not only increase efficiency and reduce costs, but also build a deeper level of trust with their customers by providing the exact visual support needed in complex situations."

Implementing live video support leads to measurable efficiency gains, including significantly faster problem resolution times and a reduction in costly on-site visits. This enables companies to cope with growing service demands without having to hire additional staff immediately. Industries such as technical support, retail, healthcare and financial services are increasingly using live video to optimize their customer service.

The future of customer service lies in intelligently combining self-service convenience with the clarity and human connection of live video support to ensure that every customer interaction is efficient, effective and satisfying.

tele-LOOK / Solutiness GmbH
Böttgerstraße 17
Neu-Ulm 89213
Germany

https://www.tele-look.com

Regina Keller
0049 731 85 07 42 20

presse@tele-look.com

Solutiness GmbH, based in Neu-Ulm (formerly in Freibur im Breisgau), is the provider of the cloud-based live video support solution tele-LOOK. The company specializes in visual remote support in technical customer service and its software solution enables efficient, app-free communication between companies, customers and service teams - worldwide and in real time.
With tele-LOOK, technical problems or service requests can be solved or prepared directly in the browser via a live video connection - without the need for an on-site visit. The application is particularly popular in mechanical engineering, industry, plant construction, medical technology and IT, but is suitable for any organization that relies on remote technical support.

Special features of the solution:

No app installation necessary - use directly in the browser

GDPR-compliant data processing

Functions such as screenshots, notes and markers for visual guidance

Scalable and easy to integrate into existing processes

Ideal for customer service, quality assurance, training, internal approvals and remote approvals

The solution helps companies to reduce travel expenses, shorten response times, increase the first-time fix rate and at the same time relieve the workload on office and field staff - especially during heat waves or staff shortages.

Solutiness GmbH is part of the InCaTec Group and combines technological innovation with practice-oriented services for small and medium-sized companies. tele-LOOK is part of a growing platform for digital service communication and an example of functional digitalization with real added value for companies and employees.

This release was published on openPR.