Facetime/ Messenger-Video with Customers

[FrohnB]

Just wondering how many here use Facetime or Messenger Video as a "diagnosis" tool when a customer calls in and says they have a broken part, or a strange noise.
Until this week I had never used them for this purpose. Now suddenly, I've done it THREE times this week! 2 for broken parts (Paper guide fell out, and a Broken Transfer unit) and One for a strange noise.
I wasn't the one to Initiate the idea of Facetime in these instances, the customers did, but found it to be VERY helpful. With the video letting me hear the noise in action, and a savvy end user that was able to navigate a couple of SP's with instruction , the noise issue was narrowed down to a development unit grinding on a C4503 (no codes or anything like that), and I was able to grab the unit in question and get the machine fixed in a timely manner once onsite. Without that facetime interaction, I may not have grabbed the part needed. Those machines have lots of different "strange noises" that customers complain about.
Curious to hear if this is a common practice, or an emerging practice.

[copiertec]

I haven't used face time or messenger for this purpose, but have had the client send it to email for us to view, especially at remote locations.

[BillyCarpenter]

Just wondering how many here use Facetime or Messenger Video as a "diagnosis" tool when a customer calls in and says they have a broken part, or a strange noise.
Until this week I had never used them for this purpose. Now suddenly, I've done it THREE times this week! 2 for broken parts (Paper guide fell out, and a Broken Transfer unit) and One for a strange noise.
I wasn't the one to Initiate the idea of Facetime in these instances, the customers did, but found it to be VERY helpful. With the video letting me hear the noise in action, and a savvy end user that was able to navigate a couple of SP's with instruction , the noise issue was narrowed down to a development unit grinding on a C4503 (no codes or anything like that), and I was able to grab the unit in question and get the machine fixed in a timely manner once onsite. Without that facetime interaction, I may not have grabbed the part needed. Those machines have lots of different "strange noises" that customers complain about.
Curious to hear if this is a common practice, or an emerging practice.

I have not. The idea hasn't even occurred to me but it's a GREAT idea. I will give try. Thanks.

PS - I do use remote login for network issues and to change settings on copier.

[spanky]

I used facetime once when a customer could not navigate through the touch panel to perform a job.

I had trouble talking them through it, so we used facetime so I could see the touch panel and talk them through the job.

[nhyrum]

Seems like a great way to help them navigate a menu. Noises are so odd and you don't really get the spatial hearing you need to help pinpoint where it's coming from, so I don't see it being much help there. I've had costumers text me pictures or videos of copy quality and jam issues before

Sent from my SM-G975U using Tapatalk

[progoffice]

We use Facetime to assist newer techs troubleshoot issues they are having in the field. We haven't used it much for the customers, but I can see how this would help in those situations too.

In the Kyocera world, KFS allows you to both see the customers touch panel and on some models go a step further and actually push the buttons to help train the customer remotely. I'm not sure if other manufacturers offer this, but I think it's pretty cool.

[tsbservice]

We use Facetime to assist newer techs troubleshoot issues they are having in the field. We haven't used it much for the customers, but I can see how this would help in those situations too.

In the Kyocera world, KFS allows you to both see the customers touch panel and on some models go a step further and actually push the buttons to help train the customer remotely. I'm not sure if other manufacturers offer this, but I think it's pretty cool.

KonMin has something similar it is called Remote panel, pretty good tool mainly I can go even in Service mode remotely. As for video calls with clients I use Viber here it's much common app but same is WhatsApp.

[lees]

We have used face time several times with customers to help with different problems. We can even facetime with other techs in the field to help them out. We also have customers send different things via email. I have used facetime many times to help my kids fix their cars, air conditioners, and even lawn mowers. There are many uses for facetime to help with repairs of different things.

[paulg]

If you use video chat then try to ensure you got the Remote assist app working on the device if at all possible.

Letting customers be aware of SP modes can be a very interesting path. Yes, of course any keen user could find them out anyway. But you suggesting using, possibly on a video that's recorded or witnessed by multiple customers could really backfire.

If you have no option but to supply SP modes or inside tricks that typically are not mentioned to customers because of the risk to the device, their office or indeed a human being. Then I would make sure you have a worked out couple of sentences stating these should never be used without guidance of a skilled technician blah blah. Possibly wise to follow up with an email or letter if need be.

Of course most customers will be sensible, but we all know the customer who you show a trick and then they use regardless of the actual symptoms or state of device.

We all possibly know the Customer or smart Tech who put the fusing reset codes or some other fix that should not be used unsupervised on a post it note by the Copier.



Remote work is very much supported by all until something goes wrong then neither your manager or the customer will be in your corner if things go badly wrong.


1. Try to think through possible fixes before you suggest. What's the worse that could happen if they use?
2. Always state like a robot they should never use this fix with out conferring with your company.
3. If suitable and no confidential information is being displayed then try and record. Of course find out the law locally for what you need to do with regards making those involved aware your recording and how to store the recordings.
4. Document and keep notes on a system YOU can access always. Pen and a notebook often the best way.

[Bix]

Konica Minolta made an instrument just for this. It is called AIRe Link. I believe it is an acquired company.
You send a link to the customer which he will open on his mobile. He and you don't have to download anything. In fact it is a web application. You will have the opportunity to see and indicate what she/he must do.
webapp.jpg

Link: AIRe Link Visual Remote Support | Konica Minolta
For now it is also possible to make a free account.