Connecting with customers face-to-face is the best way to build relationships and trust in your brand. With Puzzel Live Share, you can video call your customers and share screens to deliver that ‘in-person’ experience, from anywhere.
Every day, millions of people use video to connect with their colleagues, friends and family. Now with Puzzel Live Share, they can connect with your contact centre team too! Video enables you to serve customers live and face to face, regardless of their location, making it a highly convenient and effective channel for solving problems and building rapport. It provides a friendlier and more personal customer experience than a phone call or web chat interaction, and improves accessibility by enabling agents to use sign language and other visual aids.
Visual Media makes it easier than ever for your customers to explain and evidence complex problems, such as a burst pipe, faulty device or traffic accident. Using a smart device, they can initiate a one-way video call with your customer service team to visually demonstrate their issue and provide key context. During the call, they can freely switch between their front-facing and rear-facing cameras. They can also take a photo or video of the issue and send it to an agent.
Even the best designed websites and online stores can sometimes require a helping hand. With Puzzel Live Share, your contact centre agents can share web sessions and co-browse with customers to help them navigate your website or assist with online tasks. For example, agents can share their screens to demonstrate where customers can find the information or products they’re looking for. Agents can also co-browse with customers to help them fill out web forms and make purchases. During transactions, all sensitive details such as passwords and payment details are obscured for the customer’s security. Screen sharing and co-browsing can also be combined with a video call for an extra immersive experience.
Puzzel Live Share integrates effortlessly with your broader Puzzel Contact Centre solution. Customers don’t need to download or install any additional apps or software, so they can connect with your contact centre agents as easily as they would through voice, web chat or social media channels.
“Makes life so much easier”
“Multi selecting out of adherence events is brilliant and a feature I hadn’t thought of but makes life so much easier.”
Josh Kirkbride, Resource Planner at Simply Business
“It wouldn’t have been possible without Puzzel”
“Our resolution time decreased from five days to three. It wouldn’t have been possible if we didn’t have Puzzel’s omni-channel solution in place!”
Luke Sambridge, Head of Customer Strategy & Experience
“We have been a delighted customer of Puzzel for over 10 years”
“With the continued R&D there is always something new to add to an already wide range of features ensuring that communicating with our customer remains seamless. With their great reporting facility, managing your staff, your customer contacts and your workload has never been easier. The support team are friendly and reliable with a real personal touch, ensuring that we have a cloud-based solution that is always up and running.”
Leigh Jansen, Head of Customer Care and Operations at Figleaves
“Delivering world-class customer service”
“We were looking for a solution that combined the flexibility and scalability necessary to make changes and respond quickly to changing client requirements. Skills-based routing of calls was essential to delivering world-class customer service.”
Sasha Memedovic, Head of Service Delivery at fm24
“Puzzel allowed us to have multiple users dealing with all incoming enquiries.”
“These ranged from course enquiries, directions to the three campuses, to funding enquiries.”
Declan Fallon, Glasgow Clyde College
Puzzel Live Share is video and screen sharing for your contact centre. It enables your contact centre agents to video chat, share screens and co-browse with customers to provide more convenient, personalised, efficient and accessible digital customer service.
Video provides a number of benefits for customers, agents and your business:
No. Your customers don’t need to download any software to video call with agents or share their screens. Instead, video calls and screen access are granted via a secure code or link supplied to them.
Covid-19 has changed the way we live, work and shop. From doctors’ appointments to gym classes and work meetings — everyday activities that once took place in person are now taking place online.
This has dramatically changed customer expectations on businesses and contact centres. Not only do customers now expect to be able to contact brands online, they also expect to receive the same level of attention, empathy and care on these digital channels as they would do in-store or in-person.
According to Salesforce’s latest ‘State of the Connected Customer’ report, 58% of customers say the pandemic has raised their customer service standards and 68% say they expect to be shown empathy. Our own research also shows one in four (24%) consumers feel being able to communicate via video would improve their customer service experience and almost half (45%) would use it if it was offered, particularly for complex issues.