Customer support is increasingly about resolving issues quickly, accurately, and without misunderstandings. With the new feature Live Video Support, you can assist your customers directly through video in real time.
This is a completely new way of understanding and solving customer problems.
Most customer service teams recognize the situation: a customer explains an issue, but it is difficult to see exactly what is wrong. Words are often too imprecise, and troubleshooting takes longer than necessary.
With Live Video Support, this changes completely.
While customer service is on a phone call with the customer, they can send a request for video sharing directly to the customer’s mobile device.
The customer receives an SMS with a link to the video session—no app or software installation required. Once accepted, the camera opens, and the support team can troubleshoot the issue live.
What makes the feature especially powerful is the interaction within the video:
This makes it much easier to explain technical solutions, identify faults, or guide customers step by step.
Another key part of the solution is documentation. Everything that happens during the video session is automatically saved to the customer’s profile in the CRM system.
This means:
This not only improves customer service but also significantly increases internal efficiency.
The CEO of Nextcom Norway, Fredrik Rosenvinge Olsen, describes the feature as an important step in the evolution of modern customer communication:
“We see that many problems are simply difficult to explain in words alone. With Live Video Support, we remove that barrier. Now customer service can actually see what the customer sees — and solve the problem together in real time.”
He adds: “This is not just about technology, but about trust. When customers feel that we understand their situation immediately, both satisfaction and efficiency increase dramatically.”
Although the feature is technologically advanced, the goal is simple: to make customer service more personal and human.
Instead of long explanations and frustration, it enables direct collaboration between the customer and the support agent. It feels more like having an expert by your side — not on the other end of the phone.
With Live Video Support, you can move toward a more visual and interactive customer service experience. It is about reducing time to resolution, improving accuracy, and making support simpler and better for everyone involved.
And perhaps most importantly: the close connection you build with your customers — and the value it creates, both in the moment and in the long term.
Try the system for free and experience the difference with proactive customer service.
No commitment. No credit card required.
