Mobile technology has changed the way you communicate with customers—and raised the bar on the level of service they expect from you. Today, personalized on-demand attention isn't just a "nice to have." It's becoming the norm. Your users are getting accustomed to getting access anywhere—from any device—shouldn't yours expect the same?
Visual Interactive Calling from Verizon gives your customers real-time access to contact center agents any time they need it, right from your mobile customer service app. That helps you deliver better, faster service while making your contact centers more efficient. Advanced authentication tools make every interaction more secure, helping you reduce telephone fraud. Plus, our service connects with call routing systems from a number of vendors, so you won’t have to switch platforms to start using it.
Streamline the customer service journey
A customer needs assistance, so he taps an icon in your mobile customer assistance app.
An agent receives a screen pop identifying the user and session context, and answers the call.
The customer and agent can now share visual interactive content while speaking, helping solve issues quickly and efficiently.
Our interactive customer service solution lets you:
- Give customers an easy way to transition from mobile self-service to the contact center.
- Provide better self-service options and make customers less reliant on agents.
- Allow agents to share visual content to improve customer assistance.
- Pre-authenticate callers using existing mobile app login, reducing exposure to fraud.
- Integrate with your current call routing platform using our VoIP inbound service.
Deliver benefits to your customers and your agency.
- Quicker, more intuitive interactions
- A multimedia experience with visual content
- Control over when they engage an agent
- A seamless transition, with no need to repeat info
- Extended reach of mobile services
- Controlled costs from integrating with existing infrastructure
- Improved agency efficiency with greater context
- Simple sharing of visual information
- Increased user satisfaction
Improving the customer support experience
Your customers today are using their mobile devices in the private sector to with applications allowing them to book and change travel or lodging reservations, request special accommodations, schedule services, arrange for car services, or even manage their finances. In many instances they are probably finding that they often need help navigating that process, especially at the last minute and when an issue arises, customers get frustrated and abandon applications originally created to assist them in self-service. This can translate into a poor customer experience and compromised provision of services.
By including Visual Interactive Calling as part of your mobile application:
The customer can initiate calls from directly within the app via the Web Real-Time Communication (WebRTC) standard.
The call will be routed from Verizon to your agency's call center, where an agent will be able to instantly access the caller's name, location, and other CRM data your company has tied into your back-end helpdesk app.
The agent will be able to view the caller's mobile device screen, and push content onto that screen to provide prompt and interactive support wherever the caller initiated the call from the app.
See how private sector is enhancing the mobile app experience
If your customers are using your mobile app to book and change travel or lodging, request special accommodations, schedule spa services, arrange for shuttle pick-up, or seek concierge support, then you're probably finding that they often need help navigating that process, especially at the last minute in mid-travel. When customers get frustrated and abandon your application, this can translate into a poor customer experience and compromised provision of services.
If your customers are using your mobile app to request account information, apply for credit and loans, report fraudulent account activity, transfer funds, and engage in other transactions, then you're probably finding that they often need help navigating that process. When customers get frustrated and abandon your application, this can translate into a poor customer experience and compromised provision of services.
If your patients and members are using your mobile app for things like registration, scheduling, provider search, forms submission, and medication refills, then you’re probably finding that they often need help navigating that process. When patients get frustrated and abandon your application, this can translate into a poor customer experience and increase volume to your staff or call center.
Why is visual interactive calling a good fit for my agency?
Your mobile customers and members often need some extra care navigating their requests and applications. According to recent usability studies, a significant number of e-commerce visitors abandon their shopping carts and many have abandoned their orders due to checkout processes that are either too long or too cumbersome.
This solution is already receiving big accolades from media and analyst experts—like PC Magazine, who says "Verizon may have (thankfully) revolutionized mobile customer service" with this solution.
Contact an Expert
Plan your visual interactive calling transformation with our implementation success workshop.