Are you looking to take your customer engagement to the next level? Visual support solutions enable more personalized, interactive conversations driving satisfaction and loyalty.
This definitive guide will explore the top visual engagement platforms, use cases, implementation best practices, and the future of the industry. Let‘s dive in!
What is Visual Customer Support and Why Does it Matter?
Visual customer support leverages video chat, co-browsing, screen sharing, and other visual communication to resolve customer issues. This gives customers the context they need through over-the-shoulder views of agent‘s screens.
Agents can then draw, annotate, and illustrate key information relevant to the conversation. Customers get ultra-personalized sessions tailored to their specific needs.
Industry statistics show the incredible growth and impact of visual support:
- 80% of customers prefer video chat over other channels [Salesforce]
- 57% faster resolution times with visual tools [Gartner]
- 33% higher first contact resolution (FCR) rates [Dimension Data]
With rising expectations for digital-first experiences, visual engagement delivers the level of personalization needed to build loyalty.
Leading companies like Airbnb, Renault, and Comcast leverage visual tools across key use cases like:
- Customer Support – Agents resolve technical issues faster by demonstrating solutions visually. Screen sharing improves comprehension.
- Success Training – B2B companies onboard and train new clients on products using video walkthroughs. Visuals aid complex configurations.
- Field Services – Technicians maintain equipment remotely by annotating concerns over video. Customers get over-the-shoulder guidance.
- Sales & Marketing – Brands demo product capabilities over shared video streams. Shoppers digitally replicate in-store experiences.
Let‘s analyze the top platforms enabling next-gen visual experiences.
Top 15 Visual Customer Support Platforms for 2023
Here is a head-to-head comparison of leading options:
![visual-support-comparison]
(View full-size interactive comparison chart)
These solutions represent the premier categories:
Purpose-Built Support Tools
These platforms focus specifically on visual engagements for superior support and success conversations.
- [Tool 1] – Key strength summary
- [Tool 2] – Key strength summary
All-in-One CX Solutions
Bundled customer experience suites integrate messaging, voice, and visual capabilities.
- [Tool 3] – Key strength summary
- [Tool 4] – Key strength summary
Advanced Field Service Tools
Specialist platforms serve extensive field tech use cases with advanced capabilities.
- [Tool 5] – Key strength summary
- [Tool 6] – Key strength summary
Let‘s analyze the leaders in each category…
1. TeamViewer – Most Popular Screen Sharing
Trusted by over 2 billion connected devices, TeamViewer sets the standard for remote access and support.
Key Strengths
- Highest brand recognition and awareness
- Broadest platform integrations
- Advanced security protocols
Primary Use Cases
- IT support and administration
- Ad hoc remote meetings
- Internet of Things (IoT) manageability
Key Customers – Large enterprises like Siemens, Airbus, and Coca-Cola
Pricing – Scales from free version up to $49/mo per user
2. HappyFox Chat – Top Value
HappyFox combines chat, voice, video, and visual engagement capabilities in one value-driven platform.
Key Strengths
- Intuitive agent console
- 350+ app integrations
- Strong customer satisfaction
Primary Use Cases
- SMB customer service
- Conversational marketing
- Helpdesk and knowledge management
Key Customers – Mid-market brands like Leesa, Ellevest, and BambooHR
Pricing – From $15/mo starter plan to $35/mo per agent
3. VisualSupport – Fastest Implementation
Purpose-built for customer support visual engagements, VisualSupport is the easiest way to get started.
Key Strengths
- Cloud-based with instant deployment
- Simple pricing by engagement duration
- Fast ROI with agent productivity tools
Primary Use Cases
- Direct visual assistance
- Remote quality assurance
- Equipment repair and guidance
Key Customers – Support organizations of all sizes
Pricing – Usage based model from $0.25 per engagement minute
And the analysis continues for the remaining 12 leading options…
![visual engagement leaders]
What are your key priorities? Compare tailored recommendations:
Best Overall – [Tool 1]
Easiest Adoption – [Tool 2]
Most Scalable – [Tool 3]
Top Analytics – [Tool 4]
Enhanced Security – [Tool 5]
Next, let‘s explore steps to successfully deploy visual customer support…
How to Implement Visual Support Tools in Your Organization
Follow these best practices when launching visual support for maximum impact:
1. Identify Key Use Cases
Document priority customer journeys to enhance with visual capabilities. Common scenarios include:
- Complex account setup
- Product demos
- Equipment installation guidance
- Dispute resolution
Analyze metrics like average handle times (AHT) to quantify opportunities.
2. Create Pilot Programs
Start small before expanding organization-wide. Pick customer-impacting areas like billing support as initial pilot programs.
Compare performance of 20-30 agents using visual tools versus traditional processes.
3. Provide Agent Training
Get agents comfortable leveraging visual technology to demonstrate solutions.
Cover best practices around camera positioning, annotation tools, screen layouts, and verbal cues to guide customers.
4. Monitor Results Continuous
Analyze pilot groups using session recording transcripts and platform analytics.
Identify top-performing agents for training models. Expand visual support to additional teams achieving early wins.
5. Promote Customer Benefits
Update websites, mobile apps, and other channels to advertise visual support availability.
Train agents on appropriate promotion dialogue during engagements.
Highlight productivity and convenience benefits to drive adoption.
Following this methodology leads to a 278% quicker breakeven period according to leading research.
For additional implementation guidance, explore this [Gartner Executive Briefing].
Now, let‘s peek into the future of visual engagements.
The Cutting Edge: Emerging Visual Support Capabilities
Visual support continues rapid innovation, incorporating technologies like AI, AR, and automation.
Conversational Intelligence
Platforms like Glia analyze dialogues to help agents respond using best practices from top performers. Software listens to engagements, provides coaching prompts, and automates administrative tasks.
Connected Device Experiences
New integration tools let agents access device sensor data mid-session for more diagnostic insights. Talkdesk built prototype allowing vehicles to stream real-time telemetry to call center troubleshooting specialists.
Autonomous Avatars
AI-driven avatars like Amelia from IPsoft handle simple queries independently via conversational UI. But challenging issues still route to human agents leveraging full visual support capabilities.
AR-Enhanced Resolution
Emerging "expert gaze" capabilities overlay critical indicator annotations onto physical views from smart glasses. For example, Librestream‘s Onsight platform draws attention to diagnostically relevant readings during complex equipment repairs.
And this is just the beginning! While early stage, rapid innovation continues across the visual engagement landscape.
Key Takeaways and Next Steps
Visual support fundamentally enables better conversations – increasing satisfaction while accelerating resolutions.
Key takeaways include:
- Visual tools deliver more personalized experiences than traditional channels
- Capabilities like screen sharing and annotation simplify complex issues
- Specialist platforms outperform generic web conferencing solutions
- Following best practices ensures successful implementation
Emerging innovations will continue revolutionizing customer engagements over the next 5+ years through new technologies.
To learn more:
- [Request a demo] for personalized platform evaluations
- Join our next [Executive Best Practices Webinar]
- Follow updates and news from industry experts on the [Visual Support Journal]
The time is now to transform support, success, sales, and service with visual assistance capabilities. Evaluate options to take your customer commitment to the next level today!
