Solve it before it becomes a return.
Give electronics and appliance customers a clear next step—from setup to troubleshooting and warranty review.
For electronics and appliance manufacturers, retailers and after-sales service teams.
Check the setup before deciding on service.
At the dock. Still not charging.
The customer wants the vacuum ready again. A browser link lets them show an agent the setup—no app download needed.
Read both sides of the story
Check the setup before deciding on service.
1. The problem
Customer experience: At the dock. Still not charging.
The customer wants the vacuum ready again. A browser link lets them show an agent the setup—no app download needed. Show the vacuum and its dock together.
After-sales specialist: See the setup behind the question.
The agent sees the vacuum and dock together, then asks what the device reports before choosing the next check. Customer reports: charging has not started. Next: confirm the model and review its docking instructions. The camera view alone does not establish charging status.
2. The help
Customer experience: Know what to check next.
The agent highlights the docking area. Together they review placement against the manufacturer’s instructions, then the customer retries docking. Follow your model’s placement instructions, then retry docking. Follow the manufacturer’s placement instructions for the confirmed model.
After-sales specialist: Make the next check clear.
The shared view makes the placement review concrete. The agent stays with the customer through the retry and asks what the device reports. Placement reviewed → customer retries docking → agent asks what the device reports. Illustrated placement review—not a model-specific repair instruction.
3. The outcome
Customer experience: Ready for the next clean.
The customer reports that docking and charging now work. They know what changed—and can get back to their day. The result comes from the customer’s device check, not an inference from the photo.
After-sales specialist: Keep the action and answer.
The check and customer’s answer stay together in the configured workflow, ready for the next conversation. Reported: not charging. Tried: placement check and docking retry. Confirmed by customer: charging started.
Customer result: Customer reports successful docking and charging.
Retained context: Reported symptom, placement check, retry and customer response.
Customers featured by TechSee
- Avoidable returns
- Service dispatch costs
- Faster warranty review
The right help, at the right service moment.
Explore the situation, the product and the operational priority together.
Turn setup friction into a guided check.
Help the customer show the equipment and follow a model-appropriate check before starting a return.
Explore Sophie Self-Service
Compare the dock’s surroundings with the manufacturer’s placement instructions. Ask what the product’s own app or indicator reports.
Implementation questions for guided onboarding
How is the correct product identified?
The journey can use configured product information and a relevant device view to align the customer with the intended setup instructions.
Which setup details are useful to show?
Connections, placement, installation conditions, visible indicators, and the customer’s current step can provide practical context.
What if setup still does not complete?
The journey can route to assisted support or another approved service path with the completed steps and selected visual context.
Read all operating contexts
Turn setup friction into a guided check.
Help the customer show the equipment and follow a model-appropriate check before starting a return.
Bring the expert to the appliance.
Review visible settings and the reported symptom remotely, then guide the next supported check or prepare a service visit.
Give warranty teams the evidence.
Keep labels, selected views and attempted checks with the case so the responsible team can apply warranty policy.
About this example
The photo does not confirm charging. Device status and model-specific instructions come from the manufacturer.