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Vadio

Retail and customer servicePilot

“The product is broken.” See it on video and settle it there and then.

Vadio gives customer service a video call with recording and screenshots, a complaint form on the website, and one case per customer. Complaint, return or technician, with the evidence attached. The customer sees the status in the portal.

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Pilot industry: we set Vadio up for customer service together with you.

The customer service inbox in Vadio, with complaints waiting for a video call

An example

Lise’s washing machine has a cracked door. Jonas works in customer service.

  1. 01

    Lise fills in “Complaint”

    On the website, with her order number.

  2. 02

    Jonas sees it in the Inbox

    He calls her on video instead of asking for photos by email.

  3. 03

    Lise shows the crack

    Jonas takes screenshots. It is all on the case.

  4. 04

    Complaint approved

    Jonas sends the confirmation. No need to return a whole machine.

  5. 05

    Technician booked

    For Thursday, through the booking. Lise gets a text.

  6. 06

    The case is closed

    Lise sees the status in the customer portal without calling.

Sound familiar?

Three things you can stop doing.

Returns you didn’t need
See the product on video before you send a return label. Many cases are solved with a part or a technician.
Evidence scattered across email and phones
Screenshots, the recording and the summary are on the case. The supplier gets the same evidence you have.
Customers calling to ask for status
The customer logs in to the portal and sees whether the case is approved, when the technician comes and what was done.

What you use

The parts that fit, and the ones you can skip.

You can skip: offers and the price list, inspection reports, chain features.

  • Forms: “Complaint”, “Fault report”, “Return”, with the order number.
  • An Inbox where customer service shares out the cases.
  • Video calls with the recording, screenshots and summary.
  • Booking a technician or a pickup, with a text.
  • A customer portal where the customer follows the case.
A complaint case in Vadio with the video call screenshots and the approval

Ready from the start

Checklists and forms for your trade.

Pick your industry when you start and these are waiting. Change them however you like.

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Complaint form

Order number, product, what is wrong, photos. Becomes a case with the customer filled in.

  • Ready

Video check of a product

A checklist for the call: serial number, the fault in use, outer damage, receipt.

  • Set up when you start

Technician booking

A booking page for home visits, with the address and a time window.

  • Ready

Want to try this in customer service?

We set up the forms, Inbox and portal together with you within a week.

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