Let's discover the exciting possibilities that Mediatel Data Video Assistant brings to contact centers.
☑️ Bi-directional communication audio & video.
☑️ GDPR complaint-with client consent collected.
☑️ Secure access with a unique SM, email, or push notification link.
☑️ Integrates session data into reports that capture key metrics, including talking time, start and end times, averages, totals, and more.
Mediatel Data Video Assistant enables contact center agents to communicate with customers using high-quality video interactions.
This feature allows agents to establish a more personal and engaging connection with customers, providing a richer and more interactive support experience.
Mediatel Data Video Assistant perfectly fits for:
· Insurances Industry - Video Inspector
· Video & Technical Support
· Digital Health Services (Virtual appointments, Patient Portal - share customer lab or imaging test results and explain their meaning).
· Video Banking (Onboarding process, teller interaction, ATM technical support, and more).
· Video-based Complaints (customers can use videos as a medium to express their concerns or issues with the product delivery process).
With constant innovations and affordable quality services, Mediatel Data offers customers one-on-one secured video interactions. Customers interact via video with the support agents using a mobile device, tablet, or laptop without installing or downloading additional software.
Video Assistant empowers contact center agents to deliver a personalized customer experience.
The user-friendly interface and the latest technology in the market provide a smooth experience, and familiar with other well-known video apps.
Staying true to its inheritance in the customer support paradigm, the Mediatel Data Video Assistant gives the support agent a unique set of tools to control the flow of the interactive session. Session initiation, screen sharing requests, remote camera control, remote screenshot capture, and video recording engage customers in a unique digital experience.
The Video App is fully integrated with our Contact Center solution but can be used separately also.
The agent’s experience can be further enhanced with extra information from clients’ history and interactions. At the same time, real-time face tracking and recognition are ideal for customer onboarding scenarios.
82% of service professionals believe video support improves agent efficiency by allowing agents to address customer issues more quickly - Salesforce study.
Mediatel Data Video Assistant has applicability in different industries (Customer service, E-commerce, Retail, Healthcare, Insurance, or Banking).
Video & Technical Support: Our customers have experienced significantly reduced resolution times by utilizing this feature, particularly in car damage cases. For example, when dealing with insurance claims related to car damage, the average time it took to resolve the process was approximately 12 hours. However, with the introduction of Video Inspector, customers can now provide visual evidence and documentation, enabling agents to assess the damage remotely. This streamlined approach has dramatically reduced resolution time, with claims being processed and resolved in 10 minutes. This accelerated process saves valuable time for our customers and ensures prompt assistance, and eliminates unnecessary delays in handling insurance-related car damage claims.
Visual Support: Video assistants can conduct live product demonstrations for customers. Agents can showcase product features, address technical issues, answer questions in real-time, and provide a more engaging and interactive experience, enhancing the customer's understanding of the product. This approach can significantly reduce the time required to solve problems from 6 hours to 10 minutes.
Healthcare: A Video Assistant can facilitate virtual consultations if your contact center deals with healthcare-related industries. Customers can connect with experts and professionals who can provide personalized advice, answer questions, and discuss sensitive matters in a secure and private video call: this improves patient satisfaction and increases patient engagement.
Onboarding: Video interactions enable customers to remotely open bank accounts, eliminating the necessity of in-person visits. This is particularly advantageous for customers who require assistance visiting a physical branch or prefer the convenience of opening an account from their current location. As a result, customers can now obtain a new account in just 10 minutes, compared to the time-consuming process of spending 2 to 3 hours at a branch.
Let your customers interact with agents worldwide via a secure connection using Mediatel Data Video Assistant – a fully integrated App with our Digital Contact Center solution.
📩 info@mediatel.ro
