How can a client determine if WiFi is weak and switch to 3G/4G network?
You can tell a client's network is not strong enough to connect smoothly because their video feed is very blurry and/or choppy. It can look like you’re staring at a picture that is made up of too few pieces. You’ll often notice that the client's audio is very jittery, or goes silent despite knowing that your customer is speaking.
To switch off WiFi on an iPhone, ask your customer to tap their Home button, then swipe up from the bottom of the screen to access the network icon.
To switch Wifi off on an Android device, your customer can swipe down from the top of their screen. Go to network icon and tap on it to turn it off or on.
Related article: Connectivity issues.
Network check for iOS and Android
A network check can now be performed right within the app same as the Android app. Just go to settings and click on network check. The check will start automatically and set video quality and frame rate based on the results.
What's the best way to handle a customer with a very poor connection?
Ask your customer to restart their device and rejoin the survey. Sometimes what seems to be a network connection issue is actually just a device that has not been restarted in a long time. If your customer is connecting with you on an Android device, ...
NOTE: In order to perform the live survey, both sides, the customer and the surveyor, must have stable Internet connection. It would be preferable that customer was connected to their home WiFi. Customers should be connected to their best service ...
Can we ask the client to download the app before video survey takes place?
Absolutely! We will provide you with a confirmation email template that contains links to both the Google Play Store and the App Store, so that the customer can download the app before the scheduled survey. Check out the related article: How to ...
Walk your customer through the steps of getting connected
Hello, my name is (your name). I am calling on behalf of (moving company name), is this (customer’s name)? How are you? I have you scheduled for a Video Survey for your upcoming move. Is now still a good time for us to conduct the survey together? ...