Platform Support (Web, iOS, Android & Desktop)
Enterprises today are faced with supporting a wider range of applications and devices than ever before. Web-based applications, iOS applications, Android applications, Desktop applications, and IoT devices create an increasingly complicated support environment and training needs.
Traditional tactics like call-scripts and FAQs are no longer enough to manage this new environment. Agents need the tools to diagnose the customer’s issue(s) quickly and the means to help solve them as well.
When supporting a customer Realtime gives your agents the tools to securely “see” what the customer is experiencing. From web-based applications being access on a desktop device, mobile phone or tablet all the way to native iOS/ Android applications or even Android, Mac & Windows device level support; your agents can leverage the complete Realtime platform via a single screen to quickly assess, diagnose and assist their customers in both solving their issues and providing assisted sales support. Realtime also enables you to start a browser-based voice or video chat as well.
In the cases where the customer prefers to use self-service resources or even communicate via asynchronous means (like email, text, or communities) enhanced knowledge base articles can be created with Replay to provide interactive application videos to “walk” customers through commonly-asked or complex questions and then let them jump straight to the right location in the web-application (via URL) or mobile application (via both universal and deep linking) so they can quickly solve their own issue after (or even while) they watch the video.
- Single agent interface
- Improved customer experience
- More effective bot deployments
- Improved self-service
- Native mobile
- IoT devices
- Custom extensions
Realtime & Replay with Multi-device support is used to solve many of the most complicated sales and service challenges facing enterprises today.
Assisted Selling: In industries like financial services, insurance & banking where the sales or enrollment process can be complicated, securely guide & educate your customers while protecting their privacy.
Customer Support: With the vast adoption of alternative support channels and self-service tools, many times the customers that escalate to a “live” agent need their problems solved immediately.
Customer Self-Service: As more an more people start their customer support journeys online and prefer effective self-service, increase the likelihood that self-service will solve the issue and avoid a costly live agent call.
Contact Center: Agents are expected to handle more and more contacts across an ever growing variety of channels every day. Interactive videos give them an added tool to “show” a customer how to solve their issue in an effective, engaging and pre-recorded way; so the issue is solved the first time.
Field Service: The cost to “roll a truck” to solve a customer issue in the field can start in the hundreds of dollars. Anything that can done to both reduce this cost (or repeat cost) and improve the customer experience is a benefit to enterprises across industries.
IoT: More and more devices are connecting to the Internet, from cable boxes to home thermostats and lighting controls. Empower remote contact center agents to “see” what is happening and assist a customer right then, when they need it most.
AI Bot-based Support: As the emerging class of artificial intelligence based bots are deployed to fill the gap between self-service and agent-based support, creating an escalation path from common to complex issues exists for visual support as well. And with all of the buzz going on about “Bots,” practically speaking they currently provide simple automated chat responses in most deployments. Complex instructions or nuanced issues are difficult to effectively communicated via a Bot. Give these bots the power to “speak” and walk a customer through a series of steps by simply delivering a link to an interactive video rather than just a text response.