Win customer's trust and strengthen emotional connect with personalized, face to face engagements brought about by Co-Browse and Video chat

Connect virtually with customers over video chat and co-browse to improve CX

Download Use Case

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.

Solutions

  • Video Chat: Video-enabled chat sessions to personalize digital interactions
  • Co-Browse: Guided co-browsing sessions to guide customers and website visitors in realtime

 

Key Highlights

Challenges customers face while explaining complex problems

An ideal solution to communicate queries accurately and comfortably with agents

How NovelVox Video Chat and Co-Browse solution helps personalize conversations while maximizing efficiency and enhancing real-time support

Enablement of video communication and co-browse assistance across digital channels

Leveraging nextgen integrations to help agents resolve queries faster than ever

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.

Face to Face Connect with Video Chat and Cobrowse

Face to face connect

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