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Home Blog Be My Eyes’ Digital Accessibility Tools for Customer Service Teams
Did you know, companies that improve customer experience can see a 10–15% increase in revenue? (McKinsey)
September 25, 2025
But for that growth to be inclusive, customer support must work for everyone, including the more than 1.3 billion people globally living with disabilities. For blind and low-vision consumers in particular, traditional customer service channels often fall short, which creates friction, frustration, and unmet needs.
The Be My Eyes Customer Accessibility Suite changes that.
By combining visual AI, real-time video support, and intuitive service routing, Be My Eyes equips customer service teams with powerful tools that scale accessibility, boost satisfaction, and unlock untapped business value.
It takes 12 positive customer experiences to make up for one negative experience. (Ruby Newell-Legner’s “Understanding Customers”)
Traditional customer service systems (automated phone menus, visual help centers, live chats) were never designed with blind or low-vision users in mind. A sighted customer might troubleshoot a blinking error code, reference on-screen menus, or upload screenshots to explain a problem. But for someone who can’t see the screen or easily describe a visual issue, these interactions are often impossible.
Explaining a problem without being able to see it, navigate through inaccessible UI elements, or share visual context often leads to misunderstandings, extended calls, and unresolved issues.
This creates a ripple effect.
Users are forced to rely on friends, family, or volunteers to access basic services which erodes independence and places the burden of accessibility on the person who needs support the most. It can lead to long wait times, repeated calls, dropped tickets, and ultimately, a loss of trust in the brand.
These are simply the everyday realities for millions of blind and low-vision consumers around the world. And for businesses, these gaps in service can result in lower satisfaction scores, increased support costs, lost business and reputational risk.
Here’s how each of our digital accessibility tools empowers customer service teams to serve everyone better and how leading brands are already seeing results.
Service AI is a cutting-edge, image-based support tool that uses visual recognition and custom GPT-powered chat to interpret user-submitted images and provide context-aware assistance. It can typically resolve over 90% of queries without human intervention, and often does so three times faster than traditional channels.
Key benefits:
In Action: Barilla
Barilla used Service AI to provide accessible support without redesigning packaging. By printing QR codes on popular pasta products, blind and low-vision customers could scan to access visual AI support or escalate to a live agent.
Read the full case study here.
Service Connect enables users to initiate a one-way video, two-way audio call, so agents can literally see what the customer sees through their smartphone camera. It’s ideal for hands-on tasks like device setup, reading labels, or navigating app interfaces.
Features include:
In Action: Sky Ireland
Sky became the first telecom provider in Ireland to integrate Be My Eyes, offering real-time video assistance via Service Connect. Trained accessibility agents help blind and low-vision users with everything from setting up Sky Q boxes to navigating accessibility features like Voice Guidance.
Read the Sky case study here.
In Action: Microsoft
By integrating Service Connect, Microsoft’s Disability Answer Desk (DAD) enabled blind and low-vision users to connect with a virtual agent that understands visual problems.
Read the Microsoft case study here.
The Service Directory is the front door to accessible support. It’s a curated, branded directory inside the Be My Eyes app where our 900,000+ users can search by company name or service category and instantly access support options; including AI or live agent calls.
Service Directory helps organizations:
Regulatory pressure is growing. The European Accessibility Act (EAA) requires businesses across the EU to provide accessible digital products and services, including customer support. Non-compliance could mean hefty fines or even removal from the market. The Americans with Disabilities Act (ADA) is similarly evolving to enforce inclusive access in the United States.
However, this isn’t just about avoiding penalties. Digital accessibility unlocks opportunities for innovation.
Many of today’s most widely adopted technologies such as text-to-speech, voice assistants and even the typewriter, were originally designed for accessibility. Designing for edge cases leads to better, more intuitive user experiences for everyone. When your service tools work for a blind customer, they’re often more efficient for every customer.
Most importantly, accessibility builds trust. There are over 1.3 billion people worldwide living with disabilities, and the global market of people with disabilities and their families represents trillions in annual spending power.
Companies that lead in accessibility will differentiate their brand, build long-term loyalty, and future-proof their customer experience.
Whether you’re aiming to comply with accessibility regulations, improve customer satisfaction, or lead your industry in inclusive design, Be My Eyes offers the tools to make it happen.
Request a demo and explore how Be My Eyes can work for your service team.
