Live interactive assistance for self-service kiosks
“For assistance please call 1-800-…”
Self-service kiosks play a vital role in improving customer service becoming more and more commonplace and utilized across many industries:
travelling (ticketing and information kiosks);
government (visitors registration, DMV assistance);
healthcare (patient check-in, appointment booking and rescheduling);
retail (directories and wayfinding);
restaurants (ordering kiosks).
That’s great. But the reality is customers often need extra help, especially if they are a first-time user or use kiosks infrequently or have additional questions.
The easiest way to deal with this is to provide user with a contact center phone, just like at the picture on the left – “For assistance please call 1-800-…”. In some cases companies even allocate a person to assist kiosk users.
But is there a better approach?
Live video-enabled remote assistance
The better approach is to provide kiosk users with the option to quickly establish an interactive session with a remote rep via video chat:
the embedded “Live help” button provides an instant connection with the customer service rep, the client doesn’t need to dial the contact center number;
the call is routed directly to the kiosk tech support skil group bypassing the IVR;
the customer service rep receiving the call also gets the video of kiosks’ screen activity – to learn the context of the customer issue;
watching the customers’ actions an agent guides him through the process pointing which buttons to push with the graphical pointer.
So the performance of the support increases dramatically reducing the time-to-resolve rate.
Try the RichCall kiosk mode right now!
Push the button below to open the kiosk emulator with the live assistance button embedded:
You can try RichCall live right now! Click the round button in the lower right corner of the page or the button below. Please note: we're available from 10am - 9pm UTC+7.
Try live !
Have any questions?
We're always happy to leverage our years of experience in live video support. Send us a message about anything and we’ll get back to you within 24 hours. Contact