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What can live video assistance help with?

Live video assistance can be used to support customers throughout the end-to-end home testing process, including:

  • Helping the customer to place an order for a test kit online, or ordering on their behalf
  • Helping the customer to register their test kit online, or registering on their behalf (including reading the barcodes for them)
  • Helping the customer to locate their nearest priority post box, or to arrange a courier collection
  • Helping the customer identify kit components (e.g. help them locate the swab, the security seal, the absorbent pad, etc)
  • Talking the customer through the instructions step-by-step as they administer their test (please note, Call handlers can only provide non-clinical guidance)
  • Talking the customer through the instructions to assemble the returns box