Liveshare update 👇

We have been using Liveshare (the convenient customer service solution) for more than three years now with various customers. Liveshare is used in different ways, and many new possibilities and areas of application have been added in recent years.

That is why in this article we will once again clearly explain what Liveshare is, how it works, and how you can use it.

What is Liveshare?

Liveshare is a solution that allows organizations to share visual information with customers during a regular phone call.
With a single click, an employee can display information, explain, receive input, take a look, or send follow-up information immediately after the call—without the customer having to install anything.

Liveshare is used by organizations in telecommunications, energy, utilities, water companies, and government to make conversations more effective, prevent misunderstandings, and reduce repeat traffic.

Low-hanging fruit --> quick and effective information exchange!

The problem: talking alone is often not enough

During telephone customer contact, organizations consistently encounter the same issues:

• Customers do not fully understand the explanation

• Conversations take longer than necessary

• Customers call back with the same question

• Complex information (letters, invoices, installations, choices) is difficult to explain.

• Websites and FAQs exist, but are not found or used

This leads to:

• lower first call resolution

• higher cost per contact

• frustration among customers and employees

You'll recognize it 👇 

The solution: visual support during the phone call

Liveshare adds visuals to a normal phone call.

During the conversation, the customer receives a secure link via SMS, RCS, or WhatsApp.
After opening the link, the customer immediately sees what the employee is sharing on their own screen (usually mobile, but desktop is also possible).

This way, employees and customers are literally on the same page. 👇 

We use RCS (the improved successor to SMS) to send invitations to customers. This ensures that the invitation message arrives directly in the customer’s message inbox via a push notification; the customer receives an active notification and can join the Liveshare session immediately with a single click of a button. By 2024, Mobile Water had already sent more than 3 million RCS messages in the Netherlands—reliable and secure.

What can you do with Liveshare?

Liveshare is designed for teleservice and telesales and consists of a number of simple, powerful features:

1. Show and explain information

• Step-by-step plans

• Product or selection overviews

• Process explanation

• Letters, invoices, or quotes

• Installation or usage instructions

2. Guiding the customer (“show & guide”)

• Using a pointer to show where to look

• Visualizing differences between options

• Clarifying choices during the conversation

3. Obtaining input from the customer

• Photos of a situation, damage, or installation

• Uploading documents or letters

• Entering data such as email or confirmation

• Watch live via the camera

4. Send information after the conversation

Automatically send a message with:

- deep links

- next steps

- summary

- instructions

This increases independence of the customer and prevents follow-up contact.

How does Liveshare work step by step?

1. Employee starts Liveshare with a single click

2. Customer receives a message with a personal link

3. Customer opens the link (no app, no account)

4. Employee shares visual content during the conversation

After the conversation, information can remain open or be sent later.

⏱️ This entire process takes a few seconds.

For which organizations is Liveshare suitable?

Liveshare is mainly used in sectors where:

• a lot of customer contact by phone

• information is complex or sensitive

• mistakes and misunderstandings are costly

Commonly used sectors:

• Telecommunications

• Energy companies

• Water companies & utilities

• Government & public services

• Customer service & contact centers

• Telesales teams

What are the benefits of Liveshare?

Organizations use Liveshare to improve concrete results:

• Less repeat traffic

• Higher first call resolution

• Shorter and more effective conversations

• Higher customer satisfaction (CSAT)

• More drive-to-web and self-service

• Better conversion in telesales

Or, to put it simply:
more completed calls, fewer follow-up contacts.

No installation, no training, no barriers

An important difference from other solutions:

• ❌ No app for the customer

• ❌ No co-browsing or screen takeover

• ❌ No complex training for employees

✔️ Works via a simple web link
✔️ Designed for daily call center use
✔️ Suitable for all ages and digital skill levels

Security and privacy

Liveshare was developed for business and public organizations and takes privacy and compliance into account:

• No mandatory storage of personal data

• Sessions can be used anonymously

• Adjustable logging and data deletion

• European hosting and security standards

This makes Liveshare suitable for government, energy, and utilities, among others.

Liveshare in one sentence

Liveshare makes customer contact over the phone clearer by displaying information, receiving input, and providing targeted assistance to customers—exactly when it counts.

Curious about what Liveshare can do for your organization?

Would you like to see how Liveshare works in your specific context or sector?

👉 Request a short demo at
👉 Or contact us for a use case discussion