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Home Blog Customer Accessibility Suite Spotlight: Service Stream
A standard support call from a customer who is blind or has low vision can only go so far when the problem is visual.
Be My Eyes
August 14, 2026
Consider this scenario…
A customer calls because their router isn’t connecting, so the agent asks which lights are flashing, what the screen says and where each cable is plugged in.
For a blind or low vision customer, those questions can bring the conversation to a stop. The agent can’t see the equipment and the customer may not be able to provide the visual information needed to diagnose the issue.
The standard options in cases like this are often slow and frustrating, and the call can sometimes end without a resolution for hours or days.
Service Stream provides another option.
It allows an agent to add visual interpretation to an existing phone call by sending the customer a secure link. The customer opens it in their smartphone browser, activating the rear camera on their smartphone and continuing the conversation with the agent to a more timely, satisfying resolution.
Service Stream is part of the Be My Eyes Customer Accessibility Suite. It’s a browser-based visual support solution that allows customer service agents to add a live camera view to a standard phone conversation.
Unlike Service Connect, the customer doesn’t begin the interaction through the Be My Eyes app. They call the business through its existing support number, just as they usually would.
Service Stream is designed for blind and low vision customers who need visual assistance but may not use the Be My Eyes app or know that a dedicated accessible support option is available.
It brings visual interpretation into the support journey the customer has already chosen.
Service Stream works alongside a business’s existing phone support process.
The customer contacts the business through its usual customer service number. They don’t need to open the Be My Eyes app or use a separate accessibility line.
During the call, the customer and agent may reach a point where the issue depends on information that is difficult to communicate without sight.
The agent explains that they can add a secure camera view to the call and sends the customer a browser-based link by text message or email.
The agent can also transfer the conversation to a trained or specialist team if the business’s support process requires it.
The customer taps the link and opens Service Stream in their smartphone browser.
Once the customer allows camera access, they can point their phone toward the product, screen or item they’re calling about.
The camera view gives the agent the visual context that is missing from the phone conversation.
They might see which router light is flashing, confirm where a cable is connected, read a serial number or identify an error message, for example.
The agent continues speaking with the customer and provides clear directions based on what they can see.
What began as a standard phone call becomes a live visual support session in seconds.
Service Stream is designed for live support conversations where seeing the issue would help the agent resolve it.
A customer may be unable to describe which light is flashing, which message appears on a display or how a device is currently configured. Instead of relying on a long verbal explanation, the agent can view the equipment and guide the customer through the next steps.
Setting up routers, televisions, appliances and connected devices often depends on identifying ports, cables and status lights. With Service Stream, the customer can point their camera at the setup while the agent confirms what needs to be connected or changed.
Serial numbers and model details are often printed in small text or placed on the back or underside of a product. The camera view allows the agent to find and read the information during the call, without asking the customer to locate someone else for interpretation.
When an error appears on a screen, the exact wording, code or symbol can determine the correct solution. Service Stream allows the agent to see the message directly instead of asking the customer to describe something they may not be able to read.
Some products are returned because the customer and agent can’t confirm whether the problem is caused by a fault, an incorrect setting or the way the product has been assembled. By viewing the product during the call, the agent can check the setup and attempt the right troubleshooting steps before authorizing a return.
Appliances, payment terminals, medical devices and other products may use touchscreens, unlabeled buttons or visual menus. The agent can describe the controls and guide the customer through the required action in real time.
Service Stream makes visual support available through the customer service route people already know.
The customer remains within the conversation they have already started. They don’t need to end the call, contact another team or repeat the issue through a separate channel.
Questions such as “What do you see?” or “Which light is flashing?” aren’t helpful when the customer can’t access that information. Service Stream allows the customer to show the problem instead.
The customer receives support from the business’s own agent or specialist team, who understands its products, policies and troubleshooting processes.
Visual context can help the agent identify the problem quickly, reducing the time the customer spends guessing, repeating information or waiting for another person.
Customers can continue calling the same support number used by everyone else, with visual assistance added when they need it.
Service Stream helps businesses improve accessible customer service without replacing their existing phone support operation.
Trying to establish visual details through voice alone can make calls longer than necessary. Giving the agent a live camera view helps them identify the issue and move toward a resolution sooner.
Agents are more likely to resolve a request during the first conversation when they can see the product, screen or setup involved. This can reduce repeat calls, transfers and follow-up work.
Visual confirmation can help agents check whether a product is faulty or has simply been set up incorrectly, which can reduce returns where no fault is found, along with the additional costs attached to them.
Customers are less likely to become frustrated when they can show the problem and receive guidance based on what the agent can actually see – helping improve the support experience, achieve better CSAT results and build lasting loyalty.
As of mid-2025, the European Accessibility Act (EAA) mandates that products, services, and e-commerce across the EU, and those selling into it, must be fully accessible. This is more than ‘screen-reader compatibility’ or accessible product design — accessible customer support processes are also now in scope.
Want to see how Service Stream could work alongside your existing customer support operation?
Request a free demo or download the Service Stream datasheet.
Service Stream is designed for businesses that want to provide visual support to blind and low vision customers through their existing phone customer service operation.
The support agent introduces Service Stream during an existing phone call when visual context could help resolve the customer’s issue.
No. It works alongside the existing call. Service Stream adds the customer’s camera view while the agent and customer continue their conversation.
Service Connect is initiated by the customer through a company’s profile inside the Be My Eyes app. Service Stream is initiated by an agent during a standard phone call.
