In 2018 Belarusian Railway deployed dozens of self-service kiosks on railway stations. A kiosk runs an online self-service application allowing passengers to check the timetable, find the right route and learn about the ticket availability and the 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. So in 2019 the company opted for RichCall to provide a live video assistance feature to its passengers.
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.
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Project details:
- 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?
- Self-service saves time by decreasing the total amount of staff needed to resolve customer issues;
- Having all support staff in one place simplifies quality management and agent training.
- Co-browsing helps to solve app-related issues faster.
- Video and collaboration features improves the company image and customer loyalty.
- Video allows supporting hearing-impaired passengers on any railway station.
- Deploying several kiosks on large stations helps reduce passenger queues.
