Would you consider adding Video to your contact center engagement and relationship management at no cost to your customer?
Would you want to add a personal touch to relationship management and contact center operations to elevate customer-agent/relationship officer & manager’s interaction at no cost to the customer?
Have you considered that with the trends and advent of budding cashless market, digital and omni-channel service delivery season that some customers may be more comfortable with a face to face alternative without visiting your branch or store or office location?
If Yes, Scimitar Global Services Limited (SGSL) in partnership with Granteq and Vidyo is offering a reliable and easy to use video engagement solution both enterprises, mid-market businesses as an additional channel to customer engagement. This adds a human face to the calls and chats! and we believe it will benefit all even our fellow citizens in diaspora who may need to access products and services like financial , retail , legal etc
Video engagement from Vidyo provides a personal touch to relationship management and contact center operations to elevate customer/agent/relation manager’s interaction. With communications and understanding improved through the use of video, agents and relationship managers can resolve tickets quicker, increase net promoter score and effectively meet other KPIs. The ability to share desktop applications from both sides of the conversation improves up-sell opportunities, all while delivering an added level of collaboration to high value customer and agent interactions. It transitions a voice, chat, and webpage interaction into a true Omni channel experiences at no cost to the end customer.
This experience is easily accessible from one of the following scenarios: webchat escalation of video, voice escalation to video, and click to video chat from webpage or mobile applications. Unlike other solutions, the Vidyo delivers a high quality end user experience, regardless of available bandwidth. Providing content sharing, and the options to begin a video chat directly on a webpage without downloads or plugins, including multiparty video conferencing.
We now believe that a lot of consumers prefer self-service and can even pick up their phones and call their account managers, but when they need assistance, seeing and dealing with a person face-to face is best especially when the person is not within reach. Facial expressions and body language increase understanding to move quickly through a Simple sales process, and video conferencing is the most efficient way to achieve this goal.
Our video based customer engagement solution is designed to service e clients and manage interactions directly over video, thereby
- improving net promoter scores
- will Improve customer satisfaction,
- increase revenue, and
- reduce customer churn with high quality video Benefits
Vidyo helps agents, relationship officers and managers do their jobs better. Service organizations are able to add personal touches to high value requester and as fulfillers are able to escalate to video straight from contact center portal and other different forms with single click. This results in quicker first call resolution times, from visual trouble shooting and improved understanding through video. Plus the ability to multiparty video chat with an expert increases accuracy of calls, and streamlines issue mitigation.
With Vidyo, agents can support “See What I See” experiences for field service technicians or home consumers using network resilient video from smart phones, smart glasses and tablets. The agent will see the Vidyo call displayed in the familiar application and will be able to easily manage the video interaction, while also maintaining cases and incidents on Vidyo-based interactions.
The results of video-enabled field services are numerous:
- a visual connection develops deeper customer relationships,
- drives higher First Call Resolution rates (FCR),
- reduce Average Handling Time (AHT),
- increases operational efficiency and
- provides a tangible competitive edge.
Thanks to a Vidyo’s API integration, it is now possible for Vidyo enabled contact centers, help desks portals and other applications to leverage market leading solutions and value-added services. Video calls will be seamlessly integrated into the audio recording system, allowing the same monitoring, training and analysis applied to other communication channels to be applied to video engagement.
So if you are interested in adding video to your customer engagement. Kindly drop a note below and schedule demo with our team in Lagos , Nigeria.
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