How to forward a call on the ViiBE conversation interface

While on a ViiBE call, you may realise that you do not have the required expertise to resolve a problem and provide immediate assistance. In this situation, experts can forward the call to another expert who is better suited to address the needs of the caller and provide exceptional customer service.  It is important to remember that when you forward a call, you can only forward it to a specific person using ...

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How to send a message during a ViiBE call

If one or more ViiBE call participants are experiencing connection problems, this may produce audio difficulties. In order to ensure that you can continue to provide exceptional customer service despite any challenges that may occur, ViiBE has a chat function. The chat function allows for a seamless transition when providing immediate assistance despite audio, comprehension, or hearing difficulties.  To send messages in a chat function during the call, click on the ...

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How to share your screen during a ViiBE call

During a ViiBE conversation, the expert may find it useful to share his or her screen with the other caller. Screen sharing is an efficient way to provide immediate assistance, quickly share information, and guide others through troubleshooting a problem. Sharing your screen is quick and easy to do on the ViiBE interface. To share your screen, look on the right side of the heading bar. Select the computer icon, and then when your computer ...

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How to save a document during a ViiBE call

As discussed in our article detailing how to send a document on the ViiBE interface, you may find that your video communication could be enhanced by sharing documents between all call participants. Once these documents have been shared within the ViiBE conversation space, the other participants can then save the documents of their choice for future reference.  To save documents, look at the space under the video call. You will see an area showing ...

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How to share a document during a ViiBE call

While you are providing exceptional customer service during a ViiBE conversation, you may find that in addition to communicating via video, it would be useful to share a document. This could be instructions with pertinent information to solve a problem or even a form that needs to be filled out during a maintenance check.  Thankfully, one of the many features available to you during a ViiBE call is the ability to easily share ...

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How to switch cameras during a ViiBE call

During a ViiBE call, you may need to switch cameras between the front and back camera of the devices of one or multiple participants on the call in order to provide immediate assistance to customers or technical support engineers. To switch the camera of the person receiving assistance, look at the icons directly above the video feed. Click on the video camera icon, then select which camera (front or back) you would ...

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How to annotate a picture on the ViiBE call interface

Did you already learn how to take a snapshot during a call? Now you can learn how to annotate a picture or draw on that snapshot. This can be useful during calls to better guide those receiving assistance. Once you take a high-quality snapshot, you can circle or underline elements in the photo to enhance the troubleshooting process. The ability to visually guide a caller through solving a problem is ...

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How to take a snapshot during a ViiBE call

Why take a snapshot? When you are on a ViiBE call guiding the customer or interlocutor through the troubleshooting process, and you would like to direct him or her through the steps of how to solve a problem, you may find that the camera moves too much to give careful instructions. Thankfully, you can take snapshots during your ViiBE call which allows you to continue to provide exceptional customer service and remote visual assistance.  The quality of these pictures will be based on ...

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How to use the ViiBE conversation interface

Once you have launched a call, you will find a variety of features available to help you provide or receive remote visual assistance so you can troubleshoot your problems quickly.  Through the ViiBE conversation interface, experts have many functions available: Experts can see and control the intervention by choosing to analyse the scene via the front or the back cameraExperts can project their mouse onto the caller's interface to offer a dynamic ...

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Conversation Interface

Once you have launched a call, you will find many functions available in the conversation interface to enhance your call centre agents' remote assistance capabilities. Check out these articles so you can become an expert at using all the features on the ViiBE's interface. Conversation interface overview How to take a snapshot How to annotate a picture How to switch the camera How to share documents How to save a document How to share your screen How to ...

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