The real answer is they can. However most don't, because it requires more time and investment. But customers love it. Keep reading to see why!
"My first time as a video user was just 2 weeks ago. When setting up my August Smart Lock at home, I was stuck. I'd checked the FAQ's and tried all of the self-help options with no luck. So I broke down and called the customer service number. The agent determined that he could help me quicker if he could see my lock and door. So we hung up and he called me back via FaceTime. Within 20 seconds he was able to tell that we needed to switch a part - and presto! It was working and in business".
Video is a real game changer in customer support. It really works to build a relationship with the customer. It turns the customer service experience from a generic "call center" call into a personal interaction.