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Video Real-Time Communications (RTC) is increasingly becoming a popular support channel. According to report from Gartner, more than 100 of the 500 largest global businesses will introduce video-based chat by 2018. But bringing online chat to website is not enough. To obtain good results, it should also be implemented correctly.
Self-service-tools are not always the best option. Customers can feel frustrated trying to reach a live agent or jumping from bot to bot. And a negative customer experience can highly damage your company’s image. Used at the right time, you can delight your clients with a face-to-face communication.
There are situations when empathy, reassurance and knowledge of another human being are needed. And benefits can be huge. Videochat can make a difference on customer experience, as it provides the support of emotional expressions, body language and the real-time sharing of information. Videochat empowers your agents and it increases customers’ trust in your brand.
Improving existing Workflows.
Make sure transformations of communications are a peaceful process for your workers. Interactive Powers can help you to turn easily customer experience into a competitive advantage, as our solutions are integrated into your existing processes. Being so, escalation to video is naturally incorporated into your contact center’s workflow.
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