Frequently Asked Questions

What if our customers don't care about seeing photos and videos because they trust our techs?

Your current customers might not care, but that doesn’t account for your plan of acquiring new customers or being protected in case something were to be less than satisfactory with a current one. Are you comfortable with the support you’re able to provide when a customer disputes a bill? Or what about getting a quote to a customer quickly when the salesperson isn’t on site?

With XOi, you can capture visual content in the form of photo and video that goes directly onto quotes, expediting how fast those quotes are approved. Our customers get less contested quotes and less questions. Not only are you improving your internal processes, but you’re improving the customer experience as well. If technicians can effectively leverage the tools they have available to them right at their fingertips, they can make significant strides in tending to their customers.

We only hire experienced techs, so we won't run into problems where they don't know how to do a job. Why would we need a mobile app like XOi?

Though great in the short term, keeping that up in the long term, as your techs age and the skilled trades gap grows, will become a big challenge. With XOi, that expert tech, whose back and knees are giving out, won’t have to haul himself up on a roof because instead he can virtually support the younger, greener techs who can easily get up there. Plus, it’s not just a right-now solution because the support interactions taking place can be preserved in your organization’s knowledge base, so they’re not lost when those folks retire.

However, all that aside, not every tech is going to be giving or getting help on every job. The most successful contractors using XOi are using it as much more than just a support tool. Though that element of the platform provides significant returns and improvements to efficiency and revenue, the bulk of customers’ ROI comes from the consistent visual documentation by every tech (regardless of skill level) on every job.

I’m afraid of what my techs might say on camera or that they might present a customer with documentation of a job not done well.

A lot of customers say that at first, but you’d be surprised how much techs shape up when they know they’re on camera. Our Customer Success team also works with them to coach them on what content they should be capturing and what to say. Techs end up enjoying and taking a lot of pride in their videos.

We don't want to hold our techs' hands. They need to learn how to fix things, not just be given the answer. Isn’t that what XOi is doing essentially?

That’s the beauty of the XOi solution. Rather than dealing with the confusion and time-suck of going back and forth on a call or trying to send pictures in low-signal areas…green techs can leverage their org’s knowledge base to find manuals, diagrams, or internally created training content. Then, as a last troubleshooting resort, they can initiate a Vision Live call with a more experienced tech, so they can see and hear exactly what the tech in need is seeing and hearing on the job site.

Can’t we just accomplish the same thing using FaceTime?

FaceTime is extremely limited in its ability to get a problem solved quickly and efficiently the first time. With XOi’s Vision Live, your connection requires less of a signal due to its default 2-way audio, 1-way video (the tech in the field doesn’t need to see the other tech’s face!). You also have the ability to annotate on the screen to ensure both parties are focused on the same issue. Then, when the issue is resolved, you can add the recording of that call to your knowledge base for everyone’s future reference XOi’s app is conveniently device-agnostic, meaning that someone using an Android can connect to an Apple device and vice versa.

FAQs for End Customers

Why are you taking videos at my facility?

Because we’ve seen a tremendously positive impact on customers by showing them more about the service we’re providing. Having a video summary of work completed helps, from your perspective, to confirm quality and completeness, especially when you can’t get to an area to view the work firsthand. For the times when additional work is recommended, having visual intelligence in hand has proven to enable customers just like you to make more timely and informed decisions about your investments.

Is the technician taking a video of everything they do on site?

No. We focus primarily on summary videos that highlight the work performed and/or suggested.

Where do the videos go and how do I access them?

Videos are stored on a secure, cloud-based, storage service (S3) managed by Amazon Web Services, which is standard for commercial applications. From there, we attach a link to your service ticket. By clicking the link, you can instantly access the videos online. The link will remain active indefinitely, so you’ll have the option to download them for your records at any time following your service.

What browser should I use to access the videos?

Videos can be viewed in Google Chrome, Firefox, and Internet Explorer (IE). Videos can be downloaded from Google Chrome, Firefox, and most versions of IE.

Where will the technicians be taking videos?

Our technicians will be taking photos and videos only in areas of immediate work, and only of equipment that is directly relevant to our efforts.

We can’t allow video on our site. Is there another way to access this information from my technician?

The technician will continue to provide a written service report of the work performed, but unfortunately, you won’t have the benefit of getting a comprehensive video summary. We’d certainly like to understand the specifics of your policy, and work with you to create the opportunity to get you this valuable information in a way your company finds safe and acceptable.

Are there any other means by which I might receive videos?

On occasion, a technician may email or text (provided they have your information) a link to the videos if the need arises outside of having it as part of your service ticket. This is meant to be used for matters that are time-sensitive, or if something comes up in the middle of a job, and the service ticket itself has not yet been completed.

Can I share the video with other people?

The link can be forwarded to anyone of your choice. The video can also be downloaded by anyone to whom you give link access.