To offer effective and personalized customer service, it’s imperative for agents to identify and understand the problems the customers face – accurately and timely. But what if the customer takes too much time to explain the problem, or shares wrong information with the agent? This often happens due to the lack of visual contact between the agent and the customer while interacting over a standard communication channel such as email, chat, and voice.
This inability of not seeing the person on the other side of the screen frustrates customers as they have to narrate or type the problem – which sometimes takes too much time and effort depending on the problems’ complexity. Things get even worse when the customer does not know where to click to proceed, how to fill up a form, or where to navigate on the website – as all things situations demand visual contact with the agent for faster resolutions.
NovelVox helps personalize such conversations with its AI-driven Video Chat and Co-browse solutions. It enables customers to initiate a video call from the website chat widget so that queries can be explained and resolved efficiently. Also, to assist customers with on-demand handholding, the agent or customer can request a co-browse session which enables the agent to resolve by seeing the customers’ screen. Both Video chat and co-browse help eliminate long waits and wrong communication with personalized, face-to-face engagements, leading to improved CX and better AHT scores.
Download this Use Case to learn how valuable a video chat and co-browsing session can be for a contact center. Discover how NovelVox offerings and next-gen integration capabilities make the entire customer service process more efficient.
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