Video assistance for retail chains

Deliver an outstanding customer experience by providing real-time support to customers and distributors during incidents, ensuring quick and personalized intervention.

Trusted by over 150 companies globally to support over 500 users.

USE CASES

A complete solution for retail chains

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Remote support

Enable your customer support teams to instantly view the customer's situation with video assistance
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Product inspection and return

Need to visually verify a defect reported by a customer? With video assistance, customer advisors can see the issue in real time and determine the appropriate action for the brand.
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Diagnosing and troubleshooting remotely

For complex issues, customer advisors utilize video assistance to conduct initial remote diagnostics, helping better prepare for necessary interventions.
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+35%
%

Reduction of after-sales service costs

+40
%

Increased first call resolution rate

+76
%

Improvement
customer satisfaction

Improve the efficiency of your teams in retail chains

A video assistance solution tailored for retail

  • Continuously enhance customer relationships and track customer satisfaction (NPS) after every remote support interaction.

  • Monitor team activities with an advanced dashboard, specifically designed for supervisors and managers.

Manage your after-sales operations efficiently

  • Send a simple link via SMS or email to initiate video assistance without requiring downloads.

  • Support customers and distributors with your dedicated video assistance solution, featuring advanced after-sales functionalities.

Traceability and customer follow-up

  • Gather and centralize all service-related information, including photos, videos, reports, and comments, for optimized management.

  • Precisely track service operations with a complete audit trail, enabling better data analysis and informed decision-making.

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Effectively manage your remote support operations

  • Send a simple link by SMS or email to start video assistance without downloading.

  • Assist your technicians and customers with our video assistance solution dedicated to industrial technical support with advanced functionalities.

Traceability of interventions

  • Collect and centralize all the information related to your interventions, including photos, videos, reports and comments.

  • Accurately monitor the progress of work and have a complete audit trail for better analysis and informed decision-making.

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A video assistance solution designed for the industrial and construction sectors

  • Optimize your interventions through real-time communication with your teams in the field thanks to video assistance.

  • In the presence of a weak connection, activate the “degraded” mode to maintain the link with your interlocutor.

Increased security for your support operations

  • Stay in control of your confidential information by hosting our data on a secure instance located in Paris.

  • Benefit from a GDPR-compliant platform and end-to-end encryption to protect your sensitive data.

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Seamless integrations with your information systems

  • Kolus integrates with leading CRM, CMMS, ERP, CCaaS, and FSM solutions for centralized data management.

  • Easily manage your organization, its entities, and after-sales service access to the platform.

In a few key figures

They trust us

“With Kolus, our service technicians see exactly what our customers see in front of the machines. We are able to locate problems without being on site. This reduces machine downtime and customer frustration.”

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workstation

“We were looking for a solution to support our customers and technicians in real time during troubleshooting.”

Author name
workstation
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Grâce au PASS Kolus, nous avons réussi à cibler les problématiques des clients. Nous avons mis à disposition pour les utilisateurs des vidéos tutoriels, un parcours d’assistance complet ainsi qu’une relation directe avec les techniciens en visio.

Anthony Lubin
Directeur Technique chez FASSI

L’utilisation de Kolus nous permet de guider nos clients de façon très intuitive et très pédagogique au service à la fois de notre efficacité et l’optimisation de nos ressources ainsi que la satisfaction de nos clients.

Hervé MAO
Président ADVINEO

“We have adopted Kolus in our maintenance and repair department for 6 months now. As a referent, I use it to guide my colleagues in the field and it saves me from having to travel.”

Denis Autran
Maintenance Department Manager

“We chose Kolus for its easy deployment and efficiency. Our network of international distributors quickly adapted to this solution, which reinforced our digital after-sales service strategy.”

Gilles Payet-Burin
Technical Support Manager

“We use Kolus for the technical support of our customers in France and internationally. Our customers appreciate the simplicity of implementation. There is no software or application to download/install.”

Christophe Blaineau
Technical manager

“The search for a solution that would allow us to support our customers and technicians during repairs led us to Kolus. The ease of use, requiring no installation on customer devices, represents a real advance.”

Sébastien Utard
After-sales manager

“With Kolus, our service technicians see exactly what our customers see in front of the machines. We are able to locate problems without being on site. This reduces machine downtime and customer frustration.”

Michael Hinterberger
Training team leader

“Working with Kolus has transformed our approach to technical support. The ability to have the user manipulated for immediate troubleshooting, or to perform an accurate diagnosis before intervention, is a game changer.”

Eric Rat
Process and Technical Support Manager

Don't wait any longer—try it for free today.

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