See the device, read the serial, and fix it on the first contact
Electronics support burns money on returns that were never defective. Seeing the device, the cabling, the on-screen error, and the serial number in one short session resolves most of those contacts on the spot — and documents the ones that genuinely need an RMA.
The costliest defect in consumer electronics support is the one that was never there. A large share of returned devices test fine on the bench, meaning the cost of shipping, inspection, refurbishment, and depreciation was spent on a setup or expectation problem. Live visual support attacks that directly: an agent sees the device, the cable, the port, and the on-screen error, annotates the exact button or setting, and resolves the issue on the call — or captures verified evidence of a genuine hardware fault so the RMA is authorized with documentation.
of consumer electronics returns are classified 'no trouble found'
Source: Corso electronics returns report, 2026typical electronics return rate — lower than apparel, but far more expensive per unit to process
Source: Corso electronics returns report, 2026U.S. extended warranty market in 2025, a large share of it covering electronics
Source: IMARC Group, 2025A large share of returned devices test fine. Most of those cases are setup, cabling, or firmware issues visible in seconds on video.
Customers mistype serials, which sends warranty checks and parts down the wrong path.
Describing a settings menu over the phone is slow and error-prone.
Send a secure, expiring link from the ticket — no app install.
View the device by camera or have the customer share their screen.
Draw on the live view or the shared screen to point at the exact port, button, or setting.
Close the ticket with a documented session, or authorize an RMA with verified evidence.
A customer reports a soundbar with no audio and requests an RMA. The agent starts a video session, sees the optical cable seated in the wrong port, circles the correct one on screen, and the customer has audio in ninety seconds. The device never ships, the customer keeps the product, and the session is logged against the ticket.
A laptop shows a display artifact the customer struggles to describe. On video the agent captures the artifact, reads the serial from the base with OCR, and confirms it is a panel fault rather than a driver issue. The RMA is approved on the first contact with photos attached, which speeds the depot's diagnosis on arrival.
Links are single-use and expire, the customer explicitly grants sharing, and they can stop at any moment. Nothing is installed on their machine.
Yes. Session records export as PDFs and can be pushed into your helpdesk through webhooks.
The addressable pool is the no-trouble-found share, which industry research puts around two-thirds of electronics returns. Realized deflection depends on your product mix and how early in the journey visual support is offered.
Acceptance is high when the alternative is packing and shipping a device. The link opens the camera in the browser with no install, and the customer controls what is shown.
Yes — secure browser-based screen sharing covers software and setup issues, with the same session record and annotation tools.
A session can be started from a ticket, and the resulting media, notes, and annotations attach back to it so the record lives where your agents already work.
Sessions are access-controlled, media is stored encrypted, and any external sharing uses expiring, single-use links.
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Send a link in under a minute — no app install required.
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