How does video calling work?
Real-time video calling requires only a browser and a webcam. No dedicated hardware or software is needed. Prior to the agent offering to start a video interaction, 'Quality of Service' monitors the application, ensuring that users have sufficient bandwidth and device to be able to engage in a video call.
Video calling integrates within your existing contact center telephony and it works on any WebRTC enabled browser. Whether 1 or 2-way, video calling is a high touch-point solution that is especially beneficial when selling complex products and services. It not only gives customers an extra piece of mind when making a high-value purchase online, but, with the connection persisting across page changes, it gives agents a better perspective on their online buying journey.
Can I record the video calls for training & monitoring?
Yes, you have the option of recording web and video calls, which can be used to assess agents’ performance and determine any weak spots in your customer support team.Talkative records every interaction through the system in a searchable database- these interactions can then be filtered by date, user, group, categories and interaction type.
The gathered data can be used for the compilation of reports, providing an overview of the total number of calls per day, per agent or per group. This allows you to isolate a particular type of interactions in order to identify the agents’ efficiency in handling the customers’ requests.
Do I need a webcam for video calls?
Yes. However, webcam is the only hardware required to start using Talkative’s video calling solution. Modern webcams come with a variety of features, so you can choose one that best fits your needs and budget.
Do I need any additional hardware or software for web or video calling?
No. All of Talkative’s solutions for real-time communication can be integrated within your website with only three lines of code. The WebRTC technology eliminates the need for any plugins, sign-ins and downloads. The customer simply needs to go on to your website to call you. This also means you no longer need to pay for 0800 numbers- web and video calling is completely free, no matter the volume of calls you are receiving.
Does video calling use lots of bandwidth?
Talkative’s video advisory requires sufficient bandwidth for a call to be successfully initiated. The minimum bandwidth requirement is 1MB/s each way (for both upload and download rates), but 2MB/s is what is recommended.
Customers are asked to test their device and connection on the Talkative check page before arranging a session.
Is Video Calling Secure?
Video calling is becoming an increasingly sought-after service by customers, with 41% of them considering it a more secure method of communication than the traditional phone-based contact centre. The solution can be easily integrated with only 3 lines of code and does not require customers to transition between different platforms for communication. This makes video calling much more secure, since the whole interaction is being carried out within the browser. The only additional hardware voice calling requires is a webcam, making the solution lightweight and decreasing the likeliness of potential security breaches.
Can I make notes about the call in the software?
A video call allows agents to gather valuable context about the customer’s problem and the page they are calling from. Agents are able to tag an interaction after it’s been completed, by putting down the customer’s name and the nature of their query. Currently,there isn’t a designated space within the web chat software where agents can take notes during the conversation. In order to keep a better record of the data collected from video calls, businesses can integrate the console and application within their pre-existing CRM software or any call centre analytical tool.