Fewer truck rolls. Faster resolutions. Happier subscribers. Welcome to the new frontier of telecom customer support—powered by remote video.
In an era of digital-first expectations, telecom providers are racing to transform their support playbooks. Long hold times, vague troubleshooting, and no-show appointments are no longer acceptable to modern subscribers. The new standard? Fix it fast, fix it right, and fix it remotely.
That’s why telecom giants—and regional players alike—are embracing Remote Video Support (RVS). Powered by platforms like Blitzz, this technology allows support agents to instantly see and solve subscriber issues through a smartphone camera—no app downloads, no technician visits, and no guessing games.
Remote Video Support is a real-time, live-streaming solution that allows customer service reps and technical agents to view a customer’s issue through their mobile device camera. Agents can:
With nothing but a smartphone and a text link, subscribers get white-glove support in minutes.
For telecom providers, truck rolls are one of the most expensive aspects of customer support. Each one can cost $100–$200, factoring in technician time, fuel, vehicle wear and tear, and opportunity cost.
In a powerful case study, SaskTel used Blitzz Concierge to significantly reduce truck rolls by enabling reps to complete diagnostics via live video. Subscribers could show the setup, the blinking lights, the ports—whatever the issue was—without a technician having to drive out.
“With Blitzz, we’ve been able to deliver a great customer experience while minimizing our operational costs.” — SaskTel spokesperson
First Call Resolution (FCR) is the golden metric of customer support. Every issue solved on the first contact means:
Remote video tools drastically improve FCR because they eliminate blind troubleshooting. As noted by CustomerThink, app-free live video tools dramatically reduce time to resolution while increasing customer satisfaction.
No more asking, “Is the green light flashing or solid?” With visual context, support agents can:
This translates into a significant drop in Average Handle Time (AHT)—a metric telcos are under constant pressure to optimize. Less time per call = more customers helped = better margins.
Blitzz has delivered measurable ROI across dozens of telecom clients and over 100 customers in other verticals. The following graphic highlights results from a 1200-user telco case study:
Telcos are no longer just service providers—they’re experience providers. A recent report by the National Cable and Telecommunications Association (NCTA) highlights how major providers rapidly adapted during COVID-19 to offer smarter, safer, and more convenient digital service tools.
Blitzz enables agents to send a secure link via SMS, launching a live session in seconds. No downloads. No apps. No confusion. Just help—fast.
A mid-sized U.S. cable provider saw a 40% improvement in first-call resolution after deploying Blitzz.
Though not a Blitzz user, Cox’s AR support model points to a growing trend in visual-first troubleshooting.
Remote video isn’t just about speed—it’s about insight. Blitzz integrates with CRMs to log annotated sessions, capture screenshots, and support quality assurance workflows.
While Rogers Communications reduced capex by $500 million in 2020, telcos using remote support are actively improving operational efficiency. Rogers launched Blitzz, a remote visual assistance tool, with its technical support team to enable virtual assistance and reduce the need to deploy field technicians for installation and service calls.
Blitzz aligns with telecom innovation trends, like those outlined in TechSee's partnership with TELUS International.
Remote Video Support is no longer optional—it’s essential. Blitzz helps telcos:
Let’s reimagine telco service—together.
👉 Schedule your Blitzz demo now