Today's customer support and field service organizations face increasing pressure to resolve issues quickly while minimizing downtime, travel expenses, and operational costs. FSM Assist is a browser-based remote video assistance platform that enables customer support agents, field technicians, back-office experts, and customers to collaborate in real time through secure video sessions.
Using only a smartphone, tablet, or computer with a web browser and internet connection, users can instantly connect with remote experts without downloading or installing software.
This makes technical troubleshooting, remote inspections, installation support, and field service assistance faster and more efficient.
Key Benefits of FSM Assist
- Accelerate Issue Resolution — Allow experts to visually assess issues in real time and guide onsite personnel through troubleshooting, installations, inspections, maintenance activities, and service requests. Faster diagnosis helps reduce escalations and improve service outcomes.
- Reduce Travel Costs and Unnecessary Site Visits — Resolve more issues remotely and minimize truck rolls, reducing travel requirements, service delays, and operational expenses while improving resource utilization.
- Improve Visual Collaboration
— Enable clearer communication through live video, real-time annotations, augmented reality pointers, zoom functionality, screen sharing, and collaborative support tools that help personnel complete tasks accurately and confidently.
- Strengthen Documentation and Service Visibility
— Capture images with date and time stamps, review media collected during support calls, and access reporting and analytics to better understand service performance and measure return on investment. Capture images and video sessions, generate AI-powered summaries, review support activities, and access reporting and analytics to improve service performance and operational visibility.
- Deliver a Better Support Experience
— Invite customers, technicians, and other participants through SMS, email, or WhatsApp and allow them to join instantly through their browser. Provide convenient, real-time support without requiring application downloads.
Common Use Cases
FSM Assist helps organizations support a wide range of service and customer engagement scenarios, including:
- Customer Support
- Technical Troubleshooting
- Remote Inspections
- Field Service Support
- Expert Collaboration
- Installation and Commissioning
- Claims and Assessments
- Training and Audits
- Sales Demonstrations
Proven Results
Organizations using FSM Assist have achieved:
- Up to 60% reduction in truck rolls
- Up to 48% faster issue resolution
- 40% improvement in first-call resolution
- Up to 95% customer connection rate
- 25+ point increase in customer satisfaction scores
- Potential 2x-3x ROI
Modernize Your Field Service Operations
FSM Assist empowers organizations to deliver expert remote assistance, improve technician productivity, increase first-time fix rates, and scale customer support operations without increasing field resources. Whether managing technical support, inspections, equipment installation, or field service operations, FSM Assist helps teams resolve issues faster and more cost-effectively.
Nexus is an FSM Global Business Partner.
