USE CASES

Four kinds of problem.
Four different boundaries.

Support isn’t one shape. What Epidermal needs to see, and where it should stop and hand over, differs for each. Not every case can be solved remotely, and we say so.

ILLUSTRATIVE EXAMPLES

What help could look like.

Digital products

Example: An order confirmation or document that should have arrived, but hasn’t.
How Epidermal could help: Check the order state against company systems, explain what happened and, with the customer’s approval, trigger a resend.
Access it would need: Often no screen access at all: an authorised company integration plus the customer’s approval.
Where a person steps in: If delivery fails again, or the account looks compromised.

Software

Example: An app that crashes, an OS setting gone wrong, or a configuration problem.
How Epidermal could help: View the problem in the shared browser session, identify the misconfiguration, then walk through or apply a scoped fix the customer approves.
Access it would need: View first. Control only for specific, approved steps.
Where a person steps in: For anything touching accounts, data or system integrity.

Physical products

Example: A toy or consumer device that has stopped working.
How Epidermal could help: Use a phone camera, with permission, to see the product and guide troubleshooting step by step against the manufacturer’s documentation.
Access it would need: Camera, through a mobile companion: a separate, explicit scope.
Where a person steps in: When the answer is a repair, replacement or warranty decision.

Hardware

Example: A computer that won’t boot.
How Epidermal could help: A machine that can’t start can’t run a browser. Camera guidance from a second device, and later companion tooling, may help. Many cases will end in a good diagnosis and a precise handoff.
Access it would need: Camera from another device. Deeper access only where a companion app is installed and approved.
Where a person steps in: Frequently, and the handoff report is part of the product.

AN HONEST LIMIT

A good handoff is a result.

When a problem is out of reach, such as a machine that won’t power on, the right outcome is a precise diagnosis and a complete report for a person, not a confident guess. Handoff quality is part of the product, not a failure mode.

Make room for better support.

Tell us you’re interested. No access to any product is granted, and you can delete your details at any time.

Join the early-access list Watch the concept walkthrough