Async video customer support
Customers send a video of the issue and agents reply with a recorded walkthrough in a Room. No hold queue, no scheduled call.
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What is async video support?
Async video support means the customer records their problem when it happens and the agent replies with a recorded walkthrough, so neither waits on hold or books a call. The customer's recording is transcribed and summarized for the agent; the reply goes in a Room, where the customer can answer back by video, voice or text.
Live support calls are expensive and schedule-dependent. Customers wait on hold while agents burn time on calls that could be a 2-minute video.
- Customer submits video explanation with no live call scheduling
- Agent replies with personal Room video walk-through
- AI summary for agent handoff and QA review
- CSAT video form link sent after resolution
How it works, step by step
Move support to async video: customers submit video tickets, agents respond with Room video walk-throughs. AI summarizes every ticket and flags negative sentiment for escalation.
No credit card required. 28-day free trial.
Capture
Step 1: Customer submits a video instead of typing
Customer clicks "Get Help" and records a 60-second video explaining their issue. Screen recording optional. No waiting on hold, no scheduling. Submit anytime, from any device.
- Embed the "Get Help" button in your app sidebar, help center homepage, and account settings page: the three places customers go when stuck, before they consider live chat or a support ticket
- Screen recording is opt-in, not required. A screen recording answers most clarifying questions up front, so surface the option prominently in the recording interface
Analyze
Step 2: AI flags priority and extracts context
AI transcribes the video, labels sentiment (escalation risk), and AI Analysis extracts the issue type. High-urgency tickets reach Slack through Zapier. Routine tickets queue automatically. No manual triage needed.
- AI generates a summary for every ticket before the agent opens the video: "Customer cannot complete checkout, issue at card field step 3, negative sentiment" (full context before a single second of footage)
- Escalation rules: when an answer has negative sentiment or meets a custom AI condition, RecRam flags it and emails the senior agent on duty. No manual monitoring, no missed escalations during high-volume periods
Respond
Step 3: Agent sends a personal Room reply video
Agent watches the customer video (AI summary provided), records a 2-minute Room reply: "Hi Sarah, I watched your video. Here's how to fix this step by step." Customer watches, problem solved. One exchange.
- Agent shares their screen in Room to walk through the solution step by step. A screen-share walkthrough is easier to follow than written instructions
- Common fixes get faster: agents who answer the same issue often can keep a short script and record each Room reply in a couple of minutes, handling volume without scaling headcount
What to ask
These are the real questions of "Ask us anything, on your time", a ready-made video template written for this job. Lucy asks each one on video, and the form branches on the answers shown. Try it live, then start from a copy and change anything.
In the template: Ask us anything, on your time
1 · Screen, video, voice or text answer
What's your question?
“Go ahead and ask your question. Showing us usually gets the fastest answer.”
2 · Dropdown
Where are you based?
“Where are you based? We'll route you to the team that's awake.”
North America · Central and South America · United Kingdom and Ireland · Europe · Middle East and Africa · India and South Asia · East Asia · Australia and New Zealand
3 · Email address
Where should we send our reply?
“What email should we send our answer to?”
4 · Multiple choice
How would you like us to reply?
“And how would you like us to reply to you?”
A short video reply · A written email reply · A phone call
- If “A phone call” Your phone number
5 · Phone number
Your phone number
“Lovely. What's the best number to reach you on?”
6 · Date
Which day suits you for a call?
“And which day would suit you best for a call?”
Hosted by Lucy · Async customer support
Ask us anything, on your time
Answer it the way your respondents will, on your phone or computer. Nothing you record is saved.
What you get back
Every video and voice answer arrives transcribed, with a one-line summary, 3 to 5 keywords and a sentiment label. The template above is new and has no answers yet, so this is a sample response from a different demo form, "How was your order?", as your team sees it.
Transcript · What went wrong?
“The moisturizer arrived with a cracked lid, and some of it leaked into the box.”
James Wilson · video answer
- AI summary
- Customer received a damaged moisturizer due to a cracked lid.
- Sentiment
- Negative
- Keywords
- damaged, packaging, leak
- Also answered
- How would you rate your experience? 3 of 5
- Did your products arrive in perfect condition? Something was wrong
- Team comments
Daniel Kim @Priya can we send a replacement ASAP? The warehouse had a bad batch of lids.
Follow-up in Room
- Priya ShahHi James, so sorry about the leak! We are shipping a free replacement today.
- JamesThanks Priya, appreciate the quick fix.
- Priya ShahYou're very welcome! It should arrive by Thursday.
Room messages are a conversation, not analysed by AI.
Sample from the "How was your order?" demo form, not from this page's template. The respondent and team are fictional; every new RecRam account starts with these sample answers.
Want every answer checked against your own criteria?
Turn on AI Analysis for the form and each answer is also asked your own question: yes or no, a score, a category from your list, sentiment, keywords or a short text. Rules tag or flag the answers that match and email the people you choose.
The RecRam pieces behind it
Everything here is in the same subscription. Integrations send each response on to the tools your team already uses.
Products
Rated 4.6 out of 5 on G2
From HR, product and marketing teams who collect their answers on video.
Read all reviews on G2“RecRam has solved my 'How do I leave a video testimonial?' problem. Rather than giving clients a confusing process, I now share a RecRam link... Easy as 1-2-3!”
Async video customer support FAQ
Still have questions? Chat with our team
They won't type it.
But they'll show it.
Start collecting real feedback in video. See what your customers actually think and feel.
