Comwave Accelerates Customer Resolution with Live Video Support

The Challenge: Communication Barriers in Technical Support

As Canada's largest independent telecommunications provider, Comwave handles thousands of customer support requests daily. Customers experiencing issues with home phone, internet connectivity, router configurations, or TV service needed immediate assistance to restore their services. However, the traditional phone-based troubleshooting model created significant challenges:

• Communication Barriers: Customers attempting to describe technical issues verbally often lacked the technical knowledge to accurately explain what they were seeing. Terms like "router," "modem," "ethernet cable," and "power light" were frequently confused or misidentified, leading to miscommunication between agents and customers.
• Extended Resolution Times: Without visual confirmation, customer care agents spent considerable time asking clarifying questions, having customers check various components, and attempting to diagnose issues based solely on verbal descriptions. This back-and-forth extended call times and delayed problem resolution.
• Frustrated Customers: Customers experiencing service disruptions wanted immediate solutions, not lengthy diagnostic conversations. The inability to quickly resolve issues led to frustration, particularly for customers who depended on reliable internet and phone service for work or essential communications.
• Incorrect Troubleshooting Steps: Agents sometimes guided customers through unnecessary troubleshooting steps because they couldn't visually confirm the actual problem. This wasted time for both parties and sometimes resulted in callbacks when initial guidance didn't resolve the issue.
• Router and Equipment Configuration Issues: Setting up routers, modems, and TV equipment often required precise cable connections and settings configurations. Guiding customers through these setups over the phone was time-consuming and error-prone without visual verification.
• First-Call Resolution Challenges: The lack of visual context meant agents couldn't always diagnose issues accurately on the first call, requiring follow-up calls or technician dispatches for problems that could have been resolved remotely with visual assistance.

Comwave needed a solution that would enable customer care agents to see exactly what customers were experiencing, guide troubleshooting steps with precision, and reduce resolution times while maintaining the exceptional customer service standards that defined the company's brand.

The Solution: Real-Time Visual Customer Support

Comwave selected Blitzz Concierge—an app-free mobile video platform—to revolutionize its customer care operations and provide instant visual assistance to customers experiencing technical issues.

Key features utilized by Comwave:

1. App-Free Access via Text Link: A Comwave customer care agent simply sends a link via SMS text message to the customer. When the customer clicks the link, the agent instantly gains a secure, real-time view through the customer's smartphone camera—no need to download apps like Zoom, Teams, or FaceTime. This eliminates friction and enables immediate support for customers of all technical skill levels.
2. Live Visual Troubleshooting: Agents can see router lights, cable connections, TV screens, error messages, and equipment configurations in real-time, enabling accurate diagnosis without relying on verbal descriptions from customers who may not be familiar with technical terminology.
3. Interactive Step-by-Step Guidance: Customer care agents walk customers through troubleshooting and setup procedures live, verifying each step visually. This ensures customers follow instructions correctly and allows agents to adjust guidance based on what they see.
4. Augmented Reality (AR) Annotation: Both the agent and customer can use AR features to draw, highlight, and annotate directly on the live video stream. This makes it easy to point out specific cables, router lights, buttons, or settings, ensuring both parties are looking at the same elements.
5. Immediate Problem Identification: For many issues, agents can instantly identify the problem—such as an unplugged cable, incorrect router light pattern, or misconfigured setting—and guide customers to a solution within minutes.
6. Reduced Miscommunication: Visual confirmation eliminates the confusion and frustration associated with describing technical equipment verbally. Agents and customers can see exactly what they're discussing, eliminating misunderstandings.
7. Remote Setup Assistance: Customers setting up new routers, modems, or TV equipment can receive live visual guidance, ensuring proper installation and configuration without waiting for technician visits.
8. Photo Documentation: Agents can capture photos during video sessions for case documentation and quality assurance, building a knowledge base of common issues and resolutions.

The implementation was seamless and immediate. Comwave's customer care team began using Blitzz for technical support calls, sending text links to customers and connecting instantly via smartphone cameras—no training barriers, no app downloads, just instant visual collaboration.

Comwave's commitment to exceptional customer service aligns perfectly with our mission at Blitzz. By enabling visual support, we're helping Comwave agents resolve technical issues faster and keep customers connected to the services they depend on every day

— Rama Sreenivasan, Founder and CEO of Blitzz

The Results: Faster Resolution and Enhanced Customer Satisfaction

By integrating Blitzz Concierge into its customer care operations, Comwave transformed its approach to technical support, leading to measurable improvements in efficiency and customer experience:

• Shortened Customer Resolution Times: Issues that previously required multiple clarifying questions and extended troubleshooting cycles can now be resolved quickly with live visual guidance. Agents can see exactly what customers see, identify problems immediately, and walk customers through solutions step-by-step, getting services restored faster.
• Improved First-Call Resolution: Visual confirmation ensures problems are diagnosed correctly during the initial call, dramatically reducing callbacks and repeat contacts for the same issue.
• Enhanced Customer Experience: Customers appreciate the speed and ease of receiving support via a simple text link. The visual approach eliminates frustration associated with describing technical equipment verbally and provides confidence that agents understand their specific situation.
• Eliminated Communication Barriers: Both parties can see exactly what they're discussing, pointing to specific components using AR annotation and ensuring clear, precise communication throughout the support interaction.
• Reduced Unnecessary Technician Dispatches: Many issues that previously required on-site technician visits can now be resolved remotely with visual guidance, saving costs for both Comwave and customers while providing faster service.
• Faster Equipment Setup: Customers setting up routers, modems, and TV equipment receive real-time visual guidance, ensuring correct installation and configuration without delays or repeated attempts.
• Increased Agent Productivity: Agents can handle more customer interactions per day when visual support reduces resolution times and eliminates lengthy diagnostic conversations.
• Stronger Customer Loyalty: The combination of fast resolution times, simple access via text link, and the personal touch of live video support strengthens relationships with customers who value responsive, effective service.

Key Success Metrics

Conclusion

By integrating Blitzz Concierge into its customer care operations, Comwave eliminated the communication barriers and time delays associated with traditional phone-based technical support. Customer care agents can now see exactly what customers see, enabling instant, accurate troubleshooting that resolves issues in minutes instead of lengthy diagnostic conversations.

This transformation has enabled Comwave to uphold its reputation as a leader in customer service excellence, strengthen relationships with residential and business customers across North America, and maintain its position as Canada's largest private independent telecommunications company. With visual support becoming an essential tool in the customer care arsenal, Comwave continues to deliver on its promise of value, quality, reliability, and unmatched customer service.

Blitzz has become an integral part of Comwave's mission to keep customers connected and satisfied—ensuring that when technical issues arise, customers can get back online and back to business quickly, with the personal touch and expertise that defines the Comwave experience.