Everything for your service. Made easy to access.

Access and joining

• Invite by link or SMS

  Send a personal invitation link by SMS or share it by email, for example.

• Join without an app or registration

  Invited participants open the link in their browser. They need no app installation, registration or licence of their own.

• Browser-based use

  Customers can join using Android or iOS smartphones. Your team works on a laptop, PC or tablet with a browser and internet access.

Live support and communication

• Live video and conversation

  See the situation on site through your customer’s camera. Discuss the issue and guide the next steps.

• Live annotations

  Mark the relevant area directly in the live image so participants can identify the component you mean.

• Capture at maximum camera quality

  Capture machine details or visible faults at maximum camera quality for further work on the case.

• Share files

  Share files during and after the call. Visual Support has no file allowance per conversation.

• Live translation

  Spoken content is translated live into the other participant’s language. This supports the conversation in both directions. We clarify the required language combinations and technical terminology for your use case.

• Transcriptions

  Capture spoken content from the support conversation as text.

• AI problem detection

  AI supports problem detection during support. We clarify its specific use for your service case.

Documentation and follow-up

• Automatic documentation

  Documentation is created automatically from the data captured during the call to support further work.

• Record open tasks

  A list of open tasks helps your team follow up on the service case.

• PDF export

  Export the documentation as a PDF to store or share it.

• System integration and data transfer

  Individual integration

  Synchronise captured information with existing CRM, ERP, ticketing or knowledge systems. Integration depends on their interfaces and your use case.

Access management and data protection

• Personal accounts and SSO

  Team members sign in with email and password or through single sign-on.

• Assign access permissions

  Assign different access permissions to your service team.

• End-to-end encrypted live connection

  Live support uses an encrypted device-to-device connection. Connection types and data processing are described in the data processing agreement.

• Storage and automatic deletion

  Visual Support storage duration is unlimited. Automatic deletion can be enabled if required. Entire calls are not recorded; extracted information and captured media are stored on rented servers in Europe.

Branding and customisation

• Custom report templates

  Optional

  Have templates created for your service reports. Fonts, colours, fixed text and layout can be adapted to your brand.

• Branded joining page

  Optional

  Welcome invited participants on a joining page customised to your corporate design.

• SMS branding

  Optional

  Use a custom SMS sender and an invitation link with a domain under your control. SMS branding may vary by destination country.

Usage and reporting

• ROI dashboard

  View how your team uses Visual Support in the ROI dashboard.

Building workflows and process logic

• Visual workflow builder

  Arrange questions, instructions and process steps into a guided flow without programming knowledge.

• Preview before publishing

  Check the flow in the preview before making it available.

• Edit published workflows

  Adjust your workflows even after publishing them.

• Conditions and branches

  Define which step follows an answer so the flow presents the relevant questions.

Capturing information and media

• Information Workflows

  Ask for the specific information your team needs to assess a request.

• Text and technical information

  Capture descriptions and details such as a machine number within the structured flow.

• Images and videos

  Let participants add photos and videos to their request. We clarify file formats and size limits for your use case.

• Voice recordings

  Participants can describe a situation in their own words using a voice recording.

• Structured submissions and reports

  Collect details, media and feedback in one case. This information provides the basis for service and installation reports.

Tasks and collaboration

• Execution Workflows

  Guide people through defined tasks and capture their feedback. Your company defines the technical instructions.

• Asynchronous completion

  Recipients complete the workflow independently. Your service team does not need to join a live call.

• Internal and external processes

  Guide customers, partners and team members through the defined process. Flows can also capture technical requirements for sales.

Sharing and reuse

• Invite with a link

  Share the workflow through a link to request information or start a process.

• Start via QR code

  Make a workflow accessible via a QR code, for example directly on a machine.

• One-Time Workflows

  Provide a workflow for a specific request.

• Multi-Use Workflows

  Use a flow for recurring processes. Participants can access it through a reusable link or QR code.

Languages, interfaces and branding

• Multilingual workflows

  Depends on package

  Provide workflows in multiple languages.

• API and system integration

  Depends on package

  Transfer captured information via the API to existing CRM, ERP, ticketing or knowledge systems. The integration is tailored to your use case.

• White labeling

  Depends on package

  Present workflows under your brand.

• Custom domain via CNAME

  Depends on package

  Connect your own domain for workflows via CNAME.

Access management and data protection

• Personal accounts and SSO

  Team members sign in with email and password or through single sign-on.

• Assign access permissions

  Assign different access permissions to your team.

• Storage and automatic deletion

  Store the information and media captured in Workflows. Automatic deletion can be enabled if required.

Usage and reporting

• ROI dashboard

  View how your team uses Workflows in the ROI dashboard.