Infobip Launches Live Video Support to Help Businesses Resolve Customer Queries More Quickly

• New feature helps businesses diagnose and resolve customer issues quickly by enabling video calls through a simple URL 

• Call Link means organizations can solve customer queries within the first step, reducing customer wait times

Global cloud communications platform Infobip has launched live video support to help businesses resolve customer queries more quickly and shorten customer wait times. Designed for businesses with high customer contact, Call Link is the simplest way for agents to escalate customer queries to live one-to-one video and audio calls.

When customer experience is essential to success, businesses must resolve customer queries quickly and effectively. Sometimes type-based chat support is not enough to solve technical queries, enable customers to properly explain a problem they are experiencing or understand how to resolve their issue. By providing live one-to-one video and audio calls, Call Link now removes these issues.

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With a simple web link, customer service agents or technical support engineers can instantly escalate advanced customer queries from type-based chat to a live video or audio call. By generating a unique URL, Call Link removes the need for businesses to build their own video experience, which can be a lengthy and expensive process.

Available now, Call Link eliminates time-consuming back-and-forth between the agent and customer while enabling businesses to connect with their customers anywhere, anytime. Agents can share a link over any channel, including WhatsApp, SMS or email, across desktop or mobile. With customers increasingly wanting to use chat apps such as WhatsApp, this new feature reflects Infobip’s broader strategy to help businesses to connect with their customers on their preferred channel at their preferred time.

Call Link has several applications for businesses looking to enhance the customer experience, boost retention and reduce costs. It enables real-time diagnosis where customers can show and explain a complaint or query over a video call, so the customer services agent can troubleshoot and resolve issues immediately. It also allows remote field inspections and readings. For instance, if a customer struggles to submit a meter reading, the agent can escalate the query to video and remotely guide the customer through the process. Such remote support reduces the costs and environmental impact of in-person visits.

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