Customers demand quick, efficient, and personalized support. However, traditional customer service methods are often falling short in meeting these expectations. Sounds like businesses need a solution that integrates visual engagement into contact center operations.
Visual engagement, such as video chat and screen sharing, allows agents to see and understand customer issues in real-time. It provides more accurate and effective assistance.
One company at the forefront of this trend is 8x8, a provider of business communication and customer experience solutions.
8x8 recently enhanced its contact center platform: Video Elevation. This feature introduces a new level of visual engagement to help agents provide more effective and efficient support to customers.
Video Elevation lets agents visually assess and address customer issues, such as property damage or product assembly challenges. This eliminates the need for on-site technicians in many cases, saving time and resources for the customer and the company.
Basically, think of a customer who recently purchased a complex piece of furniture and is struggling to assemble it. With Video Elevation, the customer simply shares their screen with the agent, who can then guide them through the process step-by-step, using visual cues and explanations. This not only resolves the issue but also enhances the customer's satisfaction by providing personalized and timely assistance.
Similarly, for customers experiencing property damage, agents can use Video Elevation to assess the extent of the damage and provide immediate guidance on next steps, such as filing a claim or scheduling a repair. This reduces the stress and frustration often associated with such situations.
In addition to improving customer satisfaction, Video Elevation also offers several benefits for businesses. By reducing the need for on-site visits, companies save on travel expenses and increase agent productivity. The enhanced visual engagement capabilities also help build stronger relationships with customers and foster loyalty.
“The ability to elevate customer support issues to video is an incredible way to optimize contact center operations while driving a higher level of customer experience and satisfaction,” said Hunter Middleton, chief product officer at 8x8 Inc. “The new one-way video capabilities reduce average handling times and increase first contact resolution for so many industries, including retail, manufacturing and housing, while also improving the contact center agent experience, empowering them to provide faster, more seamless customer support.”
UK public housing association, Platform Housing Group, used the one-way video capabilities to handle 31% of issues remotely as well as replace more than 20 on-premises computer servers.
“The £50,000 saved on communications hardware per year is just the beginning, once you factor in a host of time-savings,” said Mohammed Zabir, director of technology and delivery at Platform Housing Group. “The phone bill is almost zero each month; and when we added 300 users, our costs remained virtually static.”
8x8's Video Elevation is an advancement in the field of customer service. By providing agents with the ability to visually diagnose and resolve issues, this feature delivers a more personalized, efficient and satisfying experience for customers.
Edited by
Greg Tavarez
