Mobile Video Contact Center
Enjoy the convenience of face-to-face communication over your personalised mobile app on iOS and Android devices.
A Simplified and Secure Way to interact with your customers directly from their smartphones and tablets.
Traditionally, your customers can only interact with your agents via your toll free hotline. Until recently, social media and free IM tools such as Skype, WhatsApp, and Line are gaining popularity. However, it is never the best place to openly discuss a customer’s problem openly at social media. IT is also impossible to manage incoming communications through personal IM tools since these they do not offer the same features a business would need. By adapting Deltapath’s Mobile Video Contact Center solution, you will streamline all communication channels with your customers and partners, archiving greater satisfaction and lower operating cost.
Consolidate Your Communication Channels
Standardise your communication channels to your website, telephone lines, and through the personalised CSmile mobile app. You may have the same group of agents serving customers through instant messaging, video, voice, and traditional telephone hotline, using a single system with reports, recording, and dynamic call distribution.
Your contact center is not only for handling complaints and serving existing customers. In fact, it is a revenue generating center, allowing your inside sales organization to connect directly with your prospective customers with a tap from their smartphone & tablet whenever they have an interest on your products or services.
Opportunities for Up-sell
Instead of being mistaken as telemarketers, it is always easier to sell products and services to a customer when they call you. With Deltapath’s WebRTC Video Customer Service, you may take any incoming call as an opportunity to up-sell to your prospective and current customers by sharing and going through important product photos and information by sharing your agent’s computer screen with the customer.
Build Branding with Video
With a personalised CSmile mobile app with your company’s logo, you can impress your customers by allowing them to speak directly with your employees face-to-face over video and high definition audio right from your company’s mobile app while your competitors are still stuck at investing in expensive traditional 1-800 toll-free hotline.
With eye contact and a smile, over a video call, your team can build up a direct relationship with your customers. This personal connection helps to build up customer loyalty.
When it comes to a customer complaint, a video call usually helps to reduce a customer’s anger due to face-to-face contact, especially when they see a someone on the other side of the line smiling.
First Call Resolution
Through the use of video, you can quickly understand your customer’s needs, situation, and complaints. Therefore you can quickly react and resolve any issue on the first call and prevent the issue from escalating.
Reduce Total Cost of Ownership
Reduce traditional expensive per minute based toll free numbers by redirecting incoming customer sales and service calls to your web site. Video and audio calls coming into your contact center from your customers’ smartphone and tablet are completely free.
API and Salesforce.com Integration
Our Mobile Video Contact Center is fully integrated into Deltapath’s WebRTC Video Customer Service solution. This allows seamless call distribution whether it is a live chat, audio call, or video call coming from your website, mobile app, or traditional PSTN. An agent busy with chatting with a customer will not be distributed with an audio phone call. You will also benefit from our Salesforce.com integration with automatic screen popups at your agent’s computer.
About The Technology
Mobile Video Contact Center is the latest cutting edge mobile communication technologies available as a lightweight app that offers native support on iOS and Android devices, allowing video, voice, and screen sharing.