Since 2018 Belarusian Railway provides information services to its passengers through kiosks deployed on railway stations.
An online self-service application allows them to check the timetable, find the right route and calculate its price.
But what if a client needs to learn about transfer rules and railway services? Still passengers need an option to talk to a live representative.
And this is how it works…
There is a “Live assistance” button embedded into the self-service app which makes a video call to a remote representative using the kiosk camera, mic and speakerphone.
All the video calls are processed by a contact center software with RichCall on top of it. Queuing, call routing and reporting features are provided by a contact center software while video and collaboration goes through RichCall which also records all interactions.
Some figures:
- 24 self-service kiosks with live video assistance option
- 12-seat contact center
- 300 video calls daily on average with up to 600 calls during the peak time
In addition to video calls contact center agents enjoy the “co-browsing” feature allowing them to guide the client through the kiosk application .
So what are the benefits?
1. Self-service saves time by decreasing the total amount of staff needed to resolve customer issues;
2. Having all support staff in one place simplifies quality management and agent training.
3. Co-browsing helps to solve app-related issues faster.
4. Video and collaboration features improves the company image and customer loyalty.
5. Video allows supporting hearing-impaired passengers on any railway station.
6. Deploying several kiosks on large stations helps reduce passenger queues.
