Infobip offers live video support to help businesses quickly resolve customer queries
Global cloud communications platform Infobip has launched live video support to help businesses resolve customer queries more quickly and shorten customer wait times. Designed for businesses with high customer contact, Call Link 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.
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.
Available now, Call Link eliminates time-consuming back-and-forth between the agent and customer while enabling businesses to connect with their customers anywhere, anytime. Agents can share a link over any channel, including WhatsApp, SMS or email, across desktop or mobile. When customers increasingly want to use chat apps such as WhatsApp, this new feature reflects Infobip’s broader 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.
Adrian Benić, Chief Product Officer at Infobip, said, “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. From our customers already using the feature, we know that such communication helps them address more queries in a shorter time, enhancing productivity and providing a more convenient experience for end users.
“Call Link enables businesses to offer live one-to-one video and audible support without having to spend time or expense on developing their own solution in their tech stack. For businesses and brand with high customer contact, it helps accelerate their ability to escalate queries to video and solve customer issues more quickly. Call Link demonstrates how Infobip is committed to being the full-stack omnichannel communications platform for every platform.”
Call Link is a feature available to customer-centric organizations. It works across any device including desktops, laptops, tablets, and smartphones and is compatible with main browsers such as Chrome, Firefox, and Safari. End-users’ calls can be configured to reach any customer application that has implemented Infobip’s Web Real-Time Communication Software Development Kit, to Infobip Conversations, or any phone number.
INTERVIEWS
TOP VIDEOS
SECURITY
SOFTWARE
Tech Mahindra to help Bank of Baroda to enhance Customer Experience
Tech Mahindra announced its partnership with Bank of Baroda, to deploy digital solutions t...
Birlasoft brings bCloud+ to help enterprises migrate JD Edwards Workloads to OCI
Birlasoft has launched bCloud+, an end-to-end solution to help enterprises migrate on-prem...
NVIDIA announces Advanced Autonomy to Mobile Robots with Isaac AMR
NVIDIA has announced to launch a new platform to enable the next generation of autonomous...
START - UP
PERIPHERALS
INDUSTRY EVENTS
Kingston showcases New Non-Binary DDR5 Memory and XS1000 External SSD in COMPUTEX 2023
Kingston Technology has announced it will make a grand return to COMPUTEX Taipei event aft...
Genesys creating an exceptional Customer Experience leveraging the skillful orchestration of Employee Experience
To recognise its strategic partners advancing the industry, Genesys, organised the APAC Pa...
TDC Captures the Beauty of our Natural World at Vivid Sydney 2023
Sydney, Australia, May 2023 – It would be easy for a company like TDC – T...
MediaTek organizes its 12th Chapter of Technology Diaries
MediaTek has hosted its 12th Chapter of Technology Diaries themed ‘The Vision to Go...
E- COMMERCE
