Be the first to try the alpha version of RichCall. You will only need a web-browser to test the video (you will see the agent, but the agent won’t see you), try co-browsing and other web-collaboration features and ask any question you may have about the software. All it takes is 10 mins: 1) Launch the desktop browser (Safari is not supported yet) 2) Click the round button in the lower right corner of the page 3) Allow the browser to access your mic 4) Click “Call” to connect with Aurus rep (English only) Enjoy! PLEASE NOTE: we’re available from 10am – 9pm UTC+7.
Please feel free to check the new section of our website: The “Industry” pages available in the top menu. Here you will find a dozen genuine real-world customer comments regarding the use of RichCall video chat. Enjoy: INSURANCE Video enhances processing of insurance claim Improve sales with our visual assistance option – featuring co-browsing and app sharing FINANCE Financial advisor online Advanced customer support Video kiosks to shrink the size of the retail bank branch RETAIL Shopping assistant and concierge services online Personalized support for online shoppers Video kiosks – your experts are everywhere! HI-TECH & EQUIPMENT MANUFACTURING Product troubleshooting Online shopper assistance TELECOM Live visual customer support Field service Video kiosks for retail branches
For God’s sake, stop being so afraid of the “video” aspect of “video chat”. Yes, dual video is a great feature of video chat solutions, however it is totally optional and by no means a requirement. Also, try to keep in mind that it is not necessary to overly invest in the agents on screen picture quality (i.e. attire, surroundings, banners, etc.), to deploy the video chat in a contact center. When should you enable video in a contact center? 1. For sales, especially for luxury retailers when less emphasis is placed on call handling time and more emphasis is placed on developing a high-end customer experience. 2. When servicing hearing-impaired customers. 3. When a video chat expert is there to replace an in-person representative i.e. stores, branches, etc. So, unless you absolutely need a live video call, just replace the agent’s video with a good-looking photo. Try and focus more energy on delivering an ideal customer experience by leveraging web-collaboration features such as the co-browsing and app sharing for support, as well as pushing video and pictures for sales.
As aforementioned, a video chat channel that is deployed in a contact center may significantly increase conversions and drive sales. However, this can become a double-edged sword where in some cases it may even decrease the contact centers performance. Successful implementation of video chat depends largely on the industry, the sales process, and most importantly, the nature of the buying cycle. In a very informative post about video chat, Jay Minnucci, President and Founder of Service Agility (a consulting service company that focuses on customer service) states that, “The (video chat) impact will be minor in some industries, and transforming in others.” Let’s look at a few specific examples. Jewelry stores Within a single click, a customer browsing necklaces, earrings, or rings can request an interactive video session with a stylist. By having a face-to-face connection established a stylist can quickly put on the jewelry, showcase complementary pieces, or even switch the camera to a close-up angle each piece. This helps a customer to truly “experience” the jewelry, ensuring that it is exactly what he was looking for, prior to buying. Travel Agencies Not to different from the previous example, a traveling customer planning his vacation could certainly benefit from a video chat session with an agent, as he looks through various pictures and videos of available hotels. But, having chosen the hotel with your agent he may want to look for the cheapest option to book it. If he finds it somewhere else, your time is wasted for nothing.
Amongst the web-collaboration features in our platform, “co-browsing” is one of the most important. Co-browsing allows a contact center agent to see the contents of a client’s browser window, while simultaneously talking with him/her on phone. The agent can use the built-in pointer to direct the customer’s attention and instruct him/her to perform actions. This system allows agent to more fully understand the client’s problem and the context in which it occurred, and to resolve it quickly. When designing the co-browsing feature we first conducted extensive research with our clients to identify their business needs, and the features required to meet these. Here are some of the things our clients said they wanted from the co-browsing feature: No Client Download This was a no-brainer for all our clients. It was essential that their customers could start a co-browsing session instantly, without downloading any apps, Java, or browser plug-ins. Customer is in Control Our clients told us that their customer service agents must not be able to perform mouse clicks or enter keyboard strokes in the client’s browser. They wanted their agents to have the ability to see what happens on screen and move the pointer (see “The Pointer” below) to draw attention to things on screen, but not to be able to interact with the page otherwise. The “Pointer” There should be a pointer to allow the agent to draw the customer’s attention to certain parts of the page, for example: “Please click this button…” “Here is the section with
This post highlights Dimension Data’s figures and conclusions regarding the “Video Chat” channel, as detailed in their 2016 and 2015 Global Contact Centre Benchmarking Reports. A third of contact centres plan to support a video chat service within 1 year, while while only 11% reported they have already deployed it. Video chat currently has the highest growth rate across all contact center channels. Companies recognize that the visual engagement powered by WebRTC is not just a trend in technology they need to keep up with; it’s an opportunity – to improve the FCR rate, to increase the customer loyalty, and to improve the agent performance. «With developments such as these, we’re extremely excited about the contribution that video-enabled contact centres can make to transform the face of customer engagement. We believe they will add massively to the value that contact centres can deliver to the customer base.» By Ian Heard, Principal Director, Collaboration, Dimension Data Communications, 2015 Global Contact Centre Benchmarking Report Now let’s look at the percentage of contact centre interactions currently handled by the video chat channel. The 2015 report shows only 0.2%: However, it should be noted that the 0.2% figure takes into account all contact centers in the survey, including the vast majority who don’t have videochat deployed. Finally, how do customers feel about interacting through video chat? «Among the newest of the emerging channels, video is already a success in terms of solution application and customer feedback. … We’re even seeing the introduction of video
Meet our representatives at GITEX 2016 and try RichCall even before it goes live. GITEX is the largest Middle East IT-exhibition held every year at Dubai World Trade Center. If you’re planning to attend, you’re very welcome to come and meet Alexander Anoshin, CEO of Aurus and Kirill Basikhin, the key account manager who will be presenting the RichCall prototype. You’ll be able to try RichCall, discuss the business cases for video chat in your vertical and learn about the technical aspects too. The RichCall stand will be located at the Skolkovo booth: You’re also welcome to contact us and schedule a meeting. See you at GITEX!
“You can’t be serious, man. YOU CANNOT BE SERIOUS! That ball was on the line! Chalk flew up! It was clearly in! You guys are the absolute pits of the world…” Remember that John McEnroe / Tom Gullikson fight? 🙂 Verizon marketers have recently brought us back to these great times with the Verizon Fios ad featuring John. The commercial promotes the Verizon video-enabled customer support option that allows support rep to see the problem over customer’s smartphone. “You can’t tell me this cord isn’t in. I know it’s in!”, John says, referring to his famous arguments with umpires. And just in case you’re not familiar with McEnroe’s outbursts on the court, enjoy:
Have you seen the 2016 Global Contact Centre Benchmarking Report Summary by Dimension Data? Almost one third of contact centers plan to deploy a “Video Chat” channel in the next 12 months. I’ll offer my thoughts on this startling figure in the next blog post, but today I want to talk about terminology. This is what I want to share with you – the term “Video Chat” is completely inaccurate, and is now an obsolete name for this channel. These days it’s not about “video” and it’s not about “chat”; it’s about Live Online Assistance. Now, let’s get into the details… Where did the term “Video Chat” come from? Way back in the 00’s the contact center industry adopted text chat technology, providing online assistance to website users. This software typically consists of a text box on the website for customers, and an operator console, which allows contact center agents to participate in the chat. There are a number of names given to this type of channel, such as “live help” and “live support”, but I believe the most useful ones are “live chat” and “web chat”. This is where the “chat” part of “video chat” comes from. So, what about the “video” part of the term? If memory serves me correctly, the idea of “Video in Contact Centers” came about around 4 or 5 years ago, when several global leaders in communication solutions started placing bets on business video. At the same time, in May 2011, Google released an
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Привет! Днём я курьер, а вечером — подающий надежды актёр. Это мой блог. Я живу в Ростове-на-Дону, люблю своего пса Джека и пинаколаду. (И ещё попадать под дождь.)
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