Live chat is one of the valuable tools companies incorporate into their online sales efforts. Customer service representatives use chat to answer simple questions and give product support to web visitors. This is also economically efficient, since text chat lets businesses provide support without investing in extensive call-center systems. However, text chat has its limitations. In many situations, a client’s problem calls for more expansive support than reps. can provide via textual responses. VeriShow, a multimedia and real-time collaboration platform, upgrades the live chat formula, letting companies address more challenging customer needs
The scenarios below show how an interactive, collaborative approach can enhance customer support and also increase sales:
1. When textual advice isn’t enough – Often, a client might not understand text-only feedback. If, for example, the customer is having trouble using a product, the most helpful instruction will come with visual aids. When an agent notices this opportunity, he or she can easily use VeriShow’s apps to incorporate audio, images and video content in real-time, helping to solve the issue. The platform’s option for recording sessions also lets customer service reps. view a history of each client to better inform current sessions.
2. When visuals are a must – When supporting clients in highly visual markets such as consumer goods, the use of image and video sharing can speed planning processes and facilitate projects as they progress. Users can create an interactive experience for clients, reducing the need for multiple in-person meetings to present plans and sketches.
3. For a more personal approach – A personal approach is required in many cases, such as when selling high-value products or exchanging sensitive information (such as medical data) while supporting a Web visitor. In these situations, a face-to-face Web meeting is much more personal and trustworthy than a text chat.
VeriShow is a software-as-a-service (SaaS) solution that doesn’t require installations or downloads. A free version is available here .
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