1. Basics

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The Apizee Diag solution, coupled with the Invitation option, is a no-installation solution that helps remote users, customers, or technicians through video-assistance.

 

In one click the solution gives the possibility to send to a customer or user an invitation by SMS or email. Thanks to the link received, the client (or user) shares his camera with a consultant or expert who has direct visual access to the problem, as if he were there. During video interaction, the agent can use collaborative tools to highlight items, give instructions to the client, transmit files or documentation to achieve faster and more efficient resolution.

 

By giving users the ability to show and share their environment with an expert or customer service in real time, you reduce costs and avoid technician trips to the customer.

 

Live video support Visio-assistance client

Contents

 

 

  1. Introduction
  2. Key Features
  3. Start
  4. Installation
  5. License and terms of use
  6. User Accounts
  7. Customization
  8. Monitoring
  9. Terminology
  10. Prerequisite system

 

1. Introduction

This document describes the Invitation option of the Apizee Diag solution for customer support and its associated features.

2. Key Functionality

HD Video

HD video sessions started with a single click thanks to sending an email or SMS invitation

No installation required

Multi-terminal accessibility (smartphone, tablet, computer …)

 

Ticket Management System

Support request management interface showing the status of each request, the technician assigned to the ticket, the history and the media exchanged during each interaction.

 

Collaborative features

Remote photo shooting, video pointer, document sharing, whiteboard (drawings and annotations).

 

Reporting features

Recording and storage of sessions, satisfaction surveys after intervention, statistics module.

 

Geolocation

Geolocation of the applicant’s terminal, geolocation and timestamping of the media exchanged during the sessions.

 

3. Start

 

In the  User Guide you will find all the information to use our solution.

 

4. Installation

 

Thanks to the technological base WebRTC our solutions are 100% web and do not require any plugin or download on the main Internet browsers.

Our solution simply requires the use of a compatible browsers

 

5. License & terms of use

 

You will find the legal notice here : Legal notice.

 

6. User Accounts

 

To access the Apizee solution, you must have a user account.

The company administrator can very easily create and manage user accounts, within the limits of available licenses.

A role is assigned to each user, with specific rights (technician, expert, supervisor, administrator). Specific roles can also be created for your business.

You will find more information on creating users in the part Administration.

 

7. Personalization

 

Many options are at your disposal to allow you to customize our service and adapt it to your needs.

For more information, Contact us.

 

8. Monitoring

 

For more information, Contact us.

 

9. Terminology

 

  •  Enterprise support

A support company, is a company that provides assistance to a customer using the Apizee ticket system.

 

  • Client / applicant

The customer or the applicant, is the person benefiting from the assistance of a support company.

 

  • Ticket system

The ticket (or event) system created by Apizee is a system that allows customers to create support requests from a support company via the Apizee solution. Tickets have a life cycle defined by the support company, according to its management criteria. Ticket management is accompanied by notifications to the requester, the agent in charge of the ticket, and the agent supervisor.

 

  • Ticket

A ticket (or event) begins with a request for assistance from the customer. The ticket goes through different statuses, defined by the company, according to its needs.

 

  • Notification

The ticket system is accompanied by a number of notifications, informing the requester, the agent and / or the supervisor of the status of the ticket.

 

  • User

A user is a person using one of our Apizee products, having an account on an Apizee platform. A user may have rights according to his role. It can be attached to one or more groups of users.

 

  • User group

A group of users is used to group users and assign a group of users the responsibility of processing actions. For example, a created ticket is assigned by default to user group, so the system can send follow-up notifications to the supervisor of that group.

 

  • Agent

An agent is a user responsible for the customer relationship. He is considered a representative of the company and can be called in chat, audio or video call, video conference.

He may invite and be invited to participate in conferences.

The agent can create a new event if it is in direct contact with the customer.

When his supervisor assigns him a ticket, he is in charge of processing the assistance request by inviting the applicant to a support session.

The agent does not see information about tickets or discussions from other agents.

  • Supervisor

Supervisor Supervisor is a user who has the rights to notify and follow up on the activities of the user group to which he is attached. He has the same rights as an agent. As a supervisor and must be able to carry out the tasks of his agents if necessary.

A supervisor has the rights to view statistics and monitoring information about active features.

 

  • Administrator

An administrator, as part of the Apizee products, is a user who has the rights to manage the subscriptions and options of the contract of the company. He can create users and configure support options to tailor the Apizee solution to his business needs. 

 

10. System requirements

 

 

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