RichCall is now available in ZenDesk marketplace

Richcall options: video, cobrowsing, file and image sharing, text chat

Richcall options: video, cobrowsing, file and image sharing, text chat.

An engaging video chat with co-browsing, RichCall, has been added to ZenDesk today.

We are happy to have RichCall in the ZenDesk marketplace, because we share the appreciation for great customer experience. What’s more important, is that customers expect exceptional service 24/7, while companies need to exert more effort to deliver it and stay within reasonable budgets.

This is where video chat comes in, because it provides a relatively cheap way to engage with customers and help them faster, earning their trust and loyalty.

ZenDesk says that:

  • 92% of live chats receive a positive CSAT score
  • companies see a 29% increase in sales with proactive support.

Forrester’s brief tells us about an UK footwear retailer, who used video chat and:

  • increased the conversion rate by x4
  • increased average order value by 10%
  • obtained a 79% average Net Promoter Score.

Co-browsing may be the most important aspect of customer support use cases where agents can guide customers through a website.

“Brief: Now You See Me — Video Chat Improves The Customer Experience”, Forrester, 2016.

The retailer used all the opportunities to guide customers around their products: not only via website support requests, but also via mobile calls and instore kiosks.

The brief also mentions a bank, who installed video desks in their branches, so their customers could create and manage accounts faster.

Our team has been developing RichCall, based on feedback from contact center owners, for a few years now and have made it into a convenient support application. Agents can use it to see the problem with the eyes of the customer thanks to co-browsing and help customers easier. They also can use text chat and file sharing to quickly exchange the data that helps to resolve the issue faster.

If you use ZenDesk, you definitely should use a video chat for support and you can install and use RichCall for free right now.

22/5/2018

ROI of Video Collaboration is Larger, When It Faces Customers

Collaboration for employees has long been the driver of ROI for innovative companies. Companies started using video collaboration to increase that ROI, and they can grow it even larger by using it with customers as well.

The value of video collaboration

Companies use video in collaboration, because it helps them:

  • make faster decisions
  • improve employee decisions
  • provide a more personal experience
  • improve teamwork within and across departments
  • exchange ideas seamlessly.

Essentially, face-to-face (F2F) video allows high-growth companies innovate quickly.

Also, using video in meetings help companies get the following benefits:

  • build trust and positive relationship
  • facilitate stronger customer relationship & engagement
  • make decisions faster
  • keep the team focused and minimize multi-tasking
  • help participants retain important information.

Interestingly, the reasons late adopters seek video collaboration is because they want to catch up with the market leaders in terms of decision making and innovation speed. This might explain the discrepancy in new technology adoption I wrote about earlier.

Using video collaboration with customers

The Techaisle research on video collaboration (PDF) found that SMBs can companies can achieve higher ROI, when employees use video collaboration not only with their coworkers, but also with their customers:

Keys to driving video collaboration ROI within corporate functions.

The key ROI drivers of video collaboration within departments.
Source: the Techaisle’s whitepaper, “Video-enabled collaboration and business growth: a winning combination”.

Turns out, video collaboration also helps customers in the same way it helps coworkers by:

  • building trust and relationships by providing rich in-person experience
  • providing better customer support
  • achieving high customer satisfaction and retention.

The Techaisle’s research ends with 2 conclusions:

  1. Using video collaboration is not about generic upgrades, but a matter of achieving business goals.
  2. The data shows that using collaboration is clearly better, than not, and that using video in various functions across the company helps that.

and an inspirational quote:

Pursue the outcomes associated with high-growth, highly innovative businesses. Don’t settle for the outcomes, objectives and technologies targeted by low-growth firms. If collaboration is important to business success – and the data presented here clearly shows that it is – it’s important to align collaboration strategy, activities and investments with the best case outcomes of high levels of business growth and innovation.

Using video chat to improve customer experience

In 2015 Gartner predicted that by 2018 100 of 500 largest companies would’ve used video chat.

“Video chat provides customers with a richer sense of presence, personalized experience by helped coordination of communication and the support of emotional expression, and the real-time sharing of content,” said Brian Manusama, research director at Gartner.

Since customers are becoming more and more familiar with video chat themselves, companies should probably provide this channel to their customers.

While a 2011 Forrester study said that:

  • 80% of customers prefer to reach support by phone
  • only 7% and 8% prefer to use web chat first or when phone isn’t available,

whole 36% of customers said they’d have liked to use live video to talk with a contact center agent.

If you choose to follow Techaisle’s advice to start using employee and customer collaboration now, then it might be a good idea to look for a customer-facing video chat right now.

If you want to see our click-to-call video chat in action, try it live between 3am and 12pm GMT or schedule a demo, where our expert can help you define, how best to use it in your business case.

7/5/2018

RichCall presents at Contact Center & CX Conference in Dubai on April 24-25th

Crowne Plaza Hotel, Dubai

Crowne Plaza Hotel, Dubai

Today’s flourishing businesses in Dubai need to meet challenges to provide better customer experience to earn and keep more customers.

On April 24th a conference for contact center and CX professionals starts to help them find solutions to fulfil their desire to improve CX and vendors to help them do it.

That’s why RichCall CEO is going to Dubai to showcase the video chat software designed specifically for the contact center industry. RichCall provides effective collaboration tools, such as co-browsing and document sharing, which can drastically improve experience for customers, who prefer agent-assisted contact center channels to solve their problems or get the detailed information about sophisticated products.

Middle East & North Africa is an important region for RichCall, because improving customer experience for businesses worldwide aligns with company’s mission and the company already has strong partnerships in the area. For example, the company has delivered its solutions to dozens of clients, including the Emirates Foundation, UAE and the King Abdul Aziz Foundation in Riyadh, Saudi Arabia. Our integration partners in UAE can help local businesses deploy the innovative solution rapidly.

Come and meet RichCall CEO Alexander Anoshin to see RichCall live and discuss how this solution can help you at MECC & CX ‘18 on April 24 & 25 at the Jumeirah Ballroom pre-function area on the 2nd floor of the Crowne Plaza hotel, Sheikh Zayed road.

19/4/2018

Why are companies slow to adopt new technology?

Back in September we’ve combined the trends in contact centers for 2017.

We also ran a survey about which channels and approaches the companies are using, and which ones they are going to use – here are the results from the 28 responses we got.

Which channels contact centers use now

Which channels contact centers plan to use

Which approaches companies use right now Which channels contact centers plan to use

Which services companies are planning to use, including personality based routing.

Number of channels connected in contact centers

Most companies have 5, 6 and 3 channels connected

Do companies collect data to optimize customer journeys? 53.8% do

Do companies track customer journeys across channels? 85.2% do.

The charts show a pretty positive trends of planning to adopt several newer technologies.

Except:

  • somehow companies collect data to optimize customer journeys, but don’t track them
  • these trends were nearly the same in 2016, and continue to be the trends of 2018 despite technology companies making vast advances

Here’s a figure from the 2016 Global Contact Centre Benchmarking Report that shows then-current and planned services in contact centers:

It also predicts 9 channels in most contact centers by 2017.

And yet the Dimension Data’s 2017 CX Benchmarking report says that:

“Omnichannel solutions that integrate enterprise systems and connect customer journeys is the top technology trend for 2017, but nearly seven in 10 organisations currently have none, or very few, channels connected.”

Could it be, because it takes companies time to

  • research new technology
  • wait and see for its use cases, case studies and results
  • estimate how best to fit it into the specific company environment?

For example, when it comes to AI, Bridget Botelho warns specialists that companies have only begun to use AI and few companies have the data to do it well. Not to mention, they need to sift through products that offer the minimal usage of AI, rather than employ its full potential of data analysis, recommendations and prediction.

“Analysts say it’s important for companies to learn about AI technologies now — and to implement them where they make sense — because this stuff is complicated, and if you snooze on this one, you really will lose.”

Also, a recent research by ICMI says that:

“There is a major competitive advantage to adopting these new technologies and more than half of the consumers surveyed, 58 percent, own at least one connected device, while only 36 percent of contact centers currently support connected technologies. This lack of adoption parallels other facets of future technologies as 65 percent of contact centers remain reluctant to utilize Artificial Intelligence (AI).”

This is supported by MIT Sloan Management Review’s survey of 3000 executives:

Almost 85% believe AI will allow their companies to obtain or sustain a competitive advantage. But only about one in five companies has incorporated AI in some offerings or processes. Only one in 20 companies has extensively incorporated AI in offerings or processes. Less than 39% of all companies have an AI strategy in place.

Then there’s the time to connect all the interested parties, as Lori Bocklund describes that a solid contact center implementation takes 6 months and requires time commitment not only before, but after the integration is complete.

Geoffrey Moore notes that it’s far easier to get started with a new technology thanks to the cloud and how quick it is to test there, while citing security and reliability as the reasons that can prevent adoption.

TomTom Telematics did a study of 400 UK businesses with 5+ employees, and the biggest barriers to technology adoption were:

  • cost
  • how hard it is to deploy
  • a lack of time to invest in research and implementation
  • resistance from employees.

Finally, the Dimension Data’s 2017 Global CX Benchmarking Report tells us that:

“CX and customer demand for digital are the top considerations for driving digital channel strategies. Yet digital uptake levels are behind forecast. They are slowed by solution functionality that’s not meeting customer needs and poor marketing of the solution existence.”

“Technology was voted as the number one enabler to positively transform CX services in the last five years. Yet, over a quarter of organisations say that their technology systems are failing to meet their current needs.”

Then there is a multitude of cloud software pricing models, which must somehow fit into the multi-year IT budgets.

So, it seems there are at least several dimensions, which slow down tech implementation:

  • finding the solutions that match the business need
  • employees, who prefer to keep the status quo
  • internal constraints: budgets, scope of work, etc.

What do you think are the major obstacles that delay new technology adoption?

What to do about it?

Luckily, there’s something you can do, if you want to start using new tech in your company sooner.

Dimension Data in their 2017 CX Benchmarking report recommend that you:
“Ensure that your data is founded on consistent, but open principles, and most of all, if it’s used well, it will translate to performance supremacy”

“Thinking of CX technology as a connected element in a holistic enterprise IT ecosystem and overcoming traditional work splits between business and IT adopting new concepts as swarming, will be key for success.”

A fresh Forrester research by J. P. Gownder et al. about the introduction of robots suggests that company leaders need to consider how their employees will use the technology to:

  • get the decision context to make informed decisions
  • support their work by taking a part of their work
  • manage the robots, who do the menial work their new overseers have been doing previously.

But when it comes to choosing the technology to solve the above problems, CIOs need to ask themselves:

  • How mature is this new technology, and have other companies succeeded with it?
  • How will it impact the employee and customer experiences?
  • What’s the total economic impact and business case of deployment?

When it comes to robotics, employees will need to acquire new knowledge how to work with them, which, I think, translates to any other new technology – companies need to train their employees to:

  • make them more productive by using the new technology
  • reduce the friction of accepting and adopting the new technology

For example, German manufacturing companies, who are actually ahead of the US companies in adopting a broad set of new technologies called Industry 4.0, have figured it out. They realize that employees are the greatest hurdle towards technology adoption and, thanks to strict labor regulations, prefer to train them inhouse.

Also, Jeanne Bliss writes that

“One of the most important things you can do early on is tie customer work to CFO-level work; in other words, prove how customer experience is going to make stakeholders more money. That’s what a lot of companies care the most about.”

Which, if tied to the following 8×8 infographic, might work, because approx. 51% of senior management in the government don’t see the value of new technologies and only 21% invest enough money in it, 82% of responders say that new tech delivers value.

As an example of companies drastically improving technology to make CX better, Talkdesk allows companies to switch contact centers with little downtime.

Also, we have recently made Richcall not to require a contact center, so small companies can plug it in from the cloud or larger companies can pilot it much faster and easier, than usual.

What is the first thing that you’d recommend to companies, who would prefer to be early adopters, rather than late ones?

21/3/2018

Richcall CEO is Going to CCW2018 in Berlin, Feb 26 – Mar 1

Customers looking for Richcall in VR

Our CEO, Alexander Anoshin, is going to Berlin on February 25 to CCW2018, the largest European contact center conference, because the CCW executives picked Richcall to exhibit at the FutureCamp area with the most innovative contact center startups from all over the world.

If you plan to visit CCW2018, please stop by at hall 2, stand D30/E27, to say “Hi” and to see how awesome Richcall is in person.

If you are not going to the CCW conference or want to see how it works right now, try it live now or schedule a personal demo.

20/2/2018

Get 6-12 months of Richcall for free

Free remote expert software

Aurus offers Richcall for free

We decided to offer 6 months of Richcall for free for publishing a review on it.

If you use Richcall for 6 months and publish a case study, you get another 6 months of Richcall for free.

To clarify, you get 4 concurrent connections of Richcall for free, which should be enough for a good number of contact centers.

Learn more about the offer here or write to feedback@richcall.io to get 6 months of Richcall for free.

12/12/2017