When a brand flags a “missing-item” or “damaged-on-arrival” ticket, every minute you spend digging through spreadsheets or combing CCTV erodes trust and your SLA clock keeps ticking. Customer-success teams at leading 3PLs have discovered a faster path: bring the entire packing moment to their screen with Rabot’s Vision-AI Video Replay and Collaboration toolkit.

Traditional troubleshooting leaves CS holding the bag

• Fragmented evidence: Shipping-system logs, WMS scans and grainy security footage never align cleanly.

• Slow cross-functional loops: Ops supervisors walk the floor while CS types updates, and the client waits.

• Reactive client experience: Every “Let me get back to you” undermines confidence.

The result? Higher refund liability, strained brand relationships and a support queue that balloons during peak season.

1. Search one order, see the whole story

Rabot’s Video Replay condenses what used to be a scavenger hunt into a single search bar:

• Full-length video replay of the pack-out, tied to order metadata.

• Item-level verification, timestamps and operator actions in one timeline.

• Share button to send evidence straight to the client or a carrier claim file.

CS reps jump from ticket to definitive proof in seconds, often while the customer is still on the call.

2. Built-in collaboration keeps everyone in sync

• Merchant Portal gives brand contacts self-serve visibility so they can spot-check orders without opening tickets.

• Cross-Team Commenting and Slack / Teams alerts loop ops leads, quality and CS into a threaded discussion pinned to the exact video frame where the issue occurred.

• Call for Help signals let an operator notify floor leads with a single tap, logging the incident for CS to reference later.

No more copy-pasting order numbers into email chains; the evidence travels with the conversation.

3. From fire-fighting to continuous improvement

Because every ticket now carries hard data, Rabot’s Improvement Insights aggregates recurring themes (for example, SKU mix-ups on Station 12 or dunnage shortages on Brand X) and pushes weekly insights to both CS and operations. Support stops reacting to individual fires and starts preventing the next one.

Proven impact on support KPIs

• 95% reduction in investigation time at Highline Commerce once CS reps could pull video evidence instantly.

• 60% cut in QA and customer-support costs at Staci Americas after digitization order verification and sharing clips with clients.

• 100% visibility into packing operations at Brilliant Fulfillment, turning black-box workflows into transparent client value.

Roll-out in an afternoon, not a quarter

Rabot’s edge-powered cameras mount to existing pack stations, and the portal lives in the cloud, no heavy WMS overhaul required. Most teams are pulling their first order video within an hour of installation.

What your first week looks like

1. Connect: CS and Ops pick the top three recurring claim types.

2. Capture: Rabot records every pack-out and indexes by order ID.

3. Collaborate: Share evidence links with brands; watch ticket handle-time fall.

4. Improve: Review the root-cause dashboard on Friday and launch one fix for next week.

Ready to end the evidence chase?

Give your customer-success team the superpower of instant ⚡, video-backed answers and turn support from a cost center into a loyalty engine. Book a 15-minute demo to see Rabot Video Replay in action.

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