The Global VC

Viewabo Aims to Improve Customer Service With Live Streaming Video Tools

Video streaming can give companies the ability to identify and resolve issues quickly and efficiently, especially when dealing with a complex product.

Article image

Viewabo’s team, with founder George Cheng in the foreground.
Picture courtesy of Viewabo

Shawn Chu

Shawn Chu






Nobody likes sitting on a call with customer service. It’s usually a tedious affair, especially when you’re dealing with a complex product. But customer support agents face a challenging task: they’re often forced to diagnose problems without being able to see them, while simultaneously dealing with confused and frustrated customers. 

That’s why we see video streaming increasingly becoming a key customer support tool, one that can give companies the ability to identify and resolve issues quickly and efficiently. A startup we’re proud to support in this space is Palo Alto, Calif.-based Viewabo. It’s on a mission to make remote customer support better by using interactive livestreams to help companies solve problems in real-time. 

The Nuts & Bolts

Problem: Companies these days need dynamic customer service solutions that can quickly resolve a variety of complex issues. We live in a world where customers expect issues to be addressed immediately, but without the right tools companies can easily get bogged down. That can potentially lead to lost business. 

It can be difficult to troubleshoot complex cases using online chat bots, emails or phone calls. That’s particularly true when it comes to hands-on fixes, from plumbing problems to PC troubles. That’s why video chats are proving to be a great tool for tackling a variety of customer service requests. 

The space is still evolving. Many traditional video chat solutions require people to download an app and go through a registration process. That takes time and can further contribute to customer frustration by adding an unnecessary layer to the process. Simultaneously, video chat solutions need to be built around tools and features that help agents get the most out of their calls. 

Solution: Viewabo combines video streaming and interactive communication tools to help customer support agents see the actual problem, and achieve better clarity through visual cues. That allows them to quickly troubleshoot offline issues, while minimizing the confusion and wasted time that can occur with traditional customer support options like phone calls, email or chats. 

There’s no need for an app: Viewabo’s web-based platform is designed to create fast and frictionless customer support experiences. Onboarding is easy, with a support agent simply requesting access to a customer’s smartphone camera by sending a link via text message, which then initiates a live-streamed video. Its solution is also integrated with key customer support platforms such as Zendesk. 

Crucially, Viewabo provides interactive tools that allow agents to annotate, pause or rotate the video. That helps them easily analyze problems visually and draw customer attention to specific components, while guiding them through fixes step by step. Viewabo also records and saves video streams, creating a video library that can be used to train agents and keep product development teams in the loop. 

Getting to know ​​Viewabo

In founder George Cheng we see someone who has moved quickly to build Viewabo’s product and bring it to market. In addition to being a serial entrepreneur, George has spent time as a senior product marketing manager at VCE, a senior solutions marketing manager at EMC Corporation, and as a web app developer at MIT. He got his start after studying computer engineering at UCLA and later earned an MBA from Boston University.

Why now?

Viewabo is bringing a cutting-edge video chat solution to market at a time when demand is growing for innovative customer service tech. There are already successful unicorns in the customer service space, including Zendesk, Intercom and Talkdesk. Overall, the global customer contact center software market size is expected to reach $75.5 billion by 2026, up from $24.1 billion in 2020.

We believe interactive video chat solutions to be an important part of the industry going forward. The COVID-19 pandemic accelerated this opportunity by making video communication tools part of everyday life and work—and that extends to customer service too. In Europe, for example, use of video chats for customer service grew 70% in 2020. Looking ahead, the global video-as-a-service (VaaS) market size is expected to reach $6.2 billion by 2026, which is nearly double what it was in 2020. 

The future of Viewabo

Viewabo is focused on growing in Taiwan and the U.S. We believe the company is well positioned to capture growing demand for video chat solutions, and we look forward to supporting George and his team on their journey.

You can learn more about ​​Viewabo at:


Legal Disclaimers: 500 Startups programs (including accelerator programs), investor education services, strategic partnership consulting services and events are operated by 500 Startups Incubator, L.L.C. (together with its affiliates, “500 Startups”) and the funds advised by 500 Startups Management Company, L.L.C. do not participate in any revenue generated by these activities. Such programs and services are provided for educational and informational purposes only and under no circumstances should any content provided as part of any such programs, services or events be construed as investment, legal, tax or accounting advice by 500 startups or any of its affiliates.

The views expressed here are those of the individual 500 Startups personnel, or other individuals quoted and are not the views of 500 Startups or its affiliates. Certain information contained herein may have been obtained from third-party sources, including from portfolio companies of funds managed by 500 Startups. While taken from sources believed to be reliable, 500 Startups has not independently verified such information and makes no representations or warranties as to the accuracy of the information in this post or its appropriateness for a given situation. In addition, this content may include third-party advertisements or links; 500 Startups has not reviewed such advertisements and does not endorse any advertising content contained therein.

This content is provided for informational purposes only, and should not be relied upon as legal, business, investment, tax or accounting advice. You should consult your own advisers as to those matters. References to any securities or digital assets are for illustrative purposes only, and do not constitute an investment recommendation, offer to sell or solicitation to purchase any investment securities, or offer to provide investment advisory services. Furthermore, this content is not directed at nor intended for use by any investors or prospective investors, and may not under any circumstances be relied upon when making a decision to invest in any fund managed by 500 Startups. (An offering to invest in an 500 Startups fund will be made only by the private placement memorandum, subscription agreement, and other relevant documentation of any such fund and should be read in their entirety.) Any investments or portfolio companies mentioned, referred to, or described are not representative of all investments in vehicles managed by 500 Startups, and there can be no assurance that the investments will be profitable or that other investments made in the future will have similar characteristics or results.

Charts and graphs provided herein are for informational purposes solely and should not be relied upon when making any investment decision. Past performance is not indicative of future results. The content speaks only as of the date indicated. Unless otherwise expressly stated, figures are based on internal estimates and have not been independently verified. Any projections, estimates, forecasts, targets, prospects, and/or opinions expressed in these materials are subject to change without notice and may differ or be contrary to opinions expressed by others. All logos and trademarks of third parties referenced herein are the logos and trademarks of their respective owners and any inclusion of such trademarks or logos does not imply or constitute any approval, endorsement or sponsorship of 500 Startups by such owners.

Please see Section 2 of our Terms of Use for additional important information.

Shawn Chu

Shawn Chu


Shawn Chu is a Principal at 500 Global