Global cloud communications platform Infobip launched a live video support to help businesses resolve customer queries more quickly and shorten customer wait times.
Dubbed Call Link, the live video support is designed for business with high customer contact and is the simplest way for agents to escalate customer queries to live one-to-one video and audible calls.
When customer experience is essential to success, businesses must resolve customer queries quickly and effectively. Sometimes type-based chat support is not enough to solve technical queries, enable customers to properly show or explain a problem they are experiencing or understand how to resolve their issue.
By providing a live one-to-one video and audible calls, Call Link now removes these issues.
With a simple web link, customer service agents or technical support engineers can instantly escalate advanced customer queries from type-based chat to a live video or audible call.
By generating a unique URL, Call Link removes the need for businesses to build their own video experience, which takes a long time and is expensive.
“For businesses looking to improve the customer experience, Call Link enables agents to troubleshoot and resolve queries quickly and efficiently, reducing wait times and costs while boosting satisfaction,” Adrian Benić, Chief Product Officer at Infobip, said.
When customers increasingly want to use chat apps such as WhatsApp, this new feature reflects Infobip’s strategy to help businesses to connect with their customers on their preferred channel at their preferred time.
Call Link has several applications for businesses looking to enhance the customer experience, boost retention and reduce costs.
It enables real-time diagnosis where customers can show and explain a fault or query over a video call, so the customer services agent can troubleshoot and resolve issues immediately.
It also allows remote field inspections and readings. For instance, if a customer struggles to submit a meter reading, the agent can escalate the query to video and remotely guide the customer through the process. Such remote support reduces the costs and environmental impact of in-person visits.