Switch color mode
Home Blog Customer Accessibility Suite Spotlight: Service Connect
For blind and low vision customers, everyday service moments can quickly become inaccessible.
Be My Eyes
July 27, 2026
Whether it’s unboxing a new device, understanding an error message on a screen or setting up new equipment.
These are ordinary customer service moments, but they often depend on visual information. And for more than 340 million blind and low-vision people globally, that can create a direct barrier to getting help and resolving issues.
For businesses, this is both a challenge and an opportunity.
When customer service is not accessible, customers are left waiting, guessing, or relying on someone else. But when support is accessible, businesses build stronger loyalty and serve a community that is too often overlooked.
That’s why Service Connect exists.
Service Connect is part of the Be My Eyes Customer Accessibility Suite. It is a multi-channel customer service solution designed to help businesses provide accessible support, service desk experiences, and help for customers who are blind or have low vision.
It combines AI-powered assistance with live-agent visual interpretation, giving customers a practical way to get help through the Be My Eyes app.
Customers can start with AI-powered issue resolution, connect with a live agent, or move between the two when needed.
Service Connect is designed to meet customers where they already are – inside the Be My Eyes app – used by over 1 million blind and low vision people worldwide.
A blind or low vision customer opens the Be My Eyes app, navigates to your company profile in the Service Directory, and chooses whether to start with AI support (if enabled) or connect with a live agent.
If the customer starts with AI, they can upload photos, ask questions, and receive a detailed answer. If the issue requires human support, the request can be escalated to a live agent, with the chat history passed through so the customer doesn’t have to start again.
Then, when the customer connects to a live agent, they talk them through the issue using one-way video (via the customer’s rear smartphone camera) and two-way audio.
Service Connect is built for moments where customer support depends on visual information.
Some examples include:
A customer may need help confirming whether a setting is correct, identifying which light is flashing, or understanding what appears on a device screen.
Routers, TVs, kitchen appliances, medical devices, payment terminals, and smart home products often display visual prompts. Service Connect helps customers understand what is on screen without waiting for a friend or family member to read it.
Setting up a new device often involves packaging, printed instructions, serial numbers, ports, cables, QR codes, and visual confirmation steps. Service Connect gives customers a direct route to support when setup instructions are not accessible.
Customers may need help reading best-before dates, product labels, dosage information, model numbers, or packaging instructions. A live agent can use the customer’s camera view to provide clear guidance.
Many requests can be handled by AI (when enabled), but some require empathy, judgement, or brand-specific knowledge. Service Connect allows customers to move from AI support to a live agent when human help is the right next step.
Service Connect is built around real customer accessibility, not just service efficiency.
Some of the main benefits include:
Customers can connect through the Be My Eyes app instead of searching for a separate support route, downloading a new app, or trying to explain a visual issue over a standard phone call.
When something breaks, fails, or becomes confusing, customers can quickly show the issue and receive guidance rather than having to guess.
One-way video gives agents the visual information they need to understand the problem faster, making the interaction easier for the customer.
Customers can start with AI when it is enough, but still reach a human agent when the issue needs personal support.
Navigating a new company app can be hard, even when it is designed to be accessible. Service Connect lets customers connect from Be My Eyes – used by over 1 million blind and low-vision users globally.
Service Connect helps businesses make customer service more accessible while improving support outcomes.
Some of the main business benefits include:
When agents can see the issue, they can often resolve it faster. Businesses currently using it generally reduce handling times by 50–70%.
Service Connect helps remove friction from support moments that are often difficult for blind and low vision customers. The improved, faster service results in happier customers and higher CSAT scores.
Agents aren’t limited to verbal descriptions of visual issues. They can see what the customer is showing, guide them more clearly, and handle requests with greater confidence.
AI can resolve many requests before they reach an agent, while live agents remain available when human support is needed. Typically, our AI can resolve around 90% of requests without human intervention .
Blind and low vision customers, along with their friends and family, are often more loyal to organizations that provide accessible experiences.
Accessible customer service helps brands stand apart by serving customers who are too often ignored by standard service models.
Service Connect helps businesses turn inaccessible service moments into faster, more human, and more effective customer experiences.
For blind and low vision customers, it means being able to show the problem, ask for help, and move forward with confidence.
For businesses, it means providing accessible support at scale, improving service outcomes, and building stronger relationships with customers who deserve equal access.
Want to get started improving customer accessibility? Request a free demo today.
Service Connect is designed for businesses and organizations that want to provide accessible customer support for blind and low vision customers.
Customers access Service Connect through the Be My Eyes app. They can find a company profile in the Service Directory and choose the available support option.
The Service Directory is where customers can find company profiles inside the Be My Eyes app. These profiles can include company information and access buttons for AI or live support.
Be My Eyes provides onboarding, training, and guidance to help agents support blind and low vision customers effectively.
Yes. Service Connect includes dashboards and analytics for tracking metrics such as call volume, AI volume, resolution times, customer satisfaction, and customer challenges.
