Techsee video session requirements
Keep in mind that all TechSee sessions must be recorded. Do not forget to tell the customer that the video session will be recorded and proceed to click on the record button. The Delonghi repair centers use our Techsee recorded sessions to validate the reported issues and troubleshooting steps taken during the call.
It is highly important to always use Techsee to capture what is going on with the unit. Agents must ask accurate probing questions to get to the root cause of the unit issue and resolve it during that same call.
If customers do not feel comfortable with doing a live video session, you can always request pictures and videos to be emailed as a reference. Remember that the audio is not recorded in the Techsee video session, in case a customer asks.