Wide range of customer engagement feature
The Vergic Engage Platform offers both automated and agent-assisted customer engagement functional modules. The following is a review of some of these.
Chat: an agent-assisted function
The Vergic Engage Platform allows the agent — at any time during an ongoing dialogue — to choose the communication form that suits the occasion. The officer switches seamlessly between text, video and audio chat. A simple question sometimes requires a long answer that is most easily done via video. Other times, text chat is more suitable means of communication. Usually, such a dialogue starts as text. However, audio and video can be combined in the same conversation. This provides flexibility and efficiency during the customer engagement to more efficiently and effectively resolve issues or queries.
After the officer opened for this, each party administrators or visitors choose whether to use the possibilities and then choose the communication form that suits the occasion. Both parties switch seamlessly between text, video and audio chat. Multiple agents can participate in a chat session.
All chat communication in the Vergic Engage Platform is embedded in the surrounding web portal. There is no pop-out dialog at startup. During a chat dialogue, the temporary active chat in call window is always available. The possibility of audio and video dialogue is not available if the visitor does not have Adobe Flash Player installed so that visitors can receive audio or video stream on their computer.
Video: an agent-assisted function
Vergic video chat module is available. Vergic voip , video module consists of a client player and a camera reader, both implemented in Flash or webRTC. In addition, the module consists of a Red5 streaming server , with an associated server application for managing the flow of video / voip between visitors and administrators. Protocol TCP / RTMP is used to send data between the parties in dialogue. The module is activated in both the agent and customer’s module library. The components are installed and configured to suit the system architecture, testing and functionality set by the client’s system. The components are rendered inside the existing web environment and therefore have negligible impact on the portal or browser performance. Basic requirements for the video functional module include:
- Browser that supports Flash or webRTC
- Both agent and customer must have a camera connected to use the functionality of video.
- Agent and customer must both meet the minimum requirements for the connection speed. If the minimum requirements are not met the video functional module is disabled during the call.
- The video and audio playback settings must be properly configured by the customer and administrators
Visual guidance on the website: an agent-assisted function
This provides the ability for agents to control the visitor’s online experience to show the visitor any specific content (text, image), page or area on the website.
The agent can see the visitors current location and assist by simply navigating the visitor on the webpage. The visitors navigation history is available to the agent along with a set of advanced co-browsing tools. Vergic has a state of the art solution for making this co-browsing extremely simple to handle for both the visitor and the agent. It does not require any additional plugins or downloads to operate.
By clicking inside the site, the visitor allows agent to guide customers to the right pages / information. Even external material — such as movies, PDFs and other documents — can be displayed to the customer. No installation is required.
Visual guidance with form filling: an agent-assisted function
This enables your agents to provide personal service in the form of direct, live assistance. The agent can engage with the customer in a simultaneous co-browse session to fill out any on-site form or field. The customer can approve the agent to assist them directly or indirectly when editing or filling in data forms, then approve the submission directly online. This significantly reduces time and costs to resolve complex forms.
Call back functional module: an automated function
Dynamically updated based on agent availability, banners can be shown to visitors offering a call back feature which allows the visitor to ask to be called by customer service representatives or agents.
Content lists: an automated function
A database of relevant content that match pre-set opportunities for service, sales or marketing. Based on each visitor’s past, current and anticipated behaviors, these lists are automatically activated and exposed to each visitor via on-site information, information fields or banners.
Knowledge database (i.e.: banners or in on-site communication fields): an automated function
An automated database providing search result answers and information. These can help customers make informed decisions to gather facts, evaluate criteria and features, etc. Popular content includes those for: making price determinations (i.e. pricing and cost calculation, product/service facts, usage (installation/preparation) facts, referrals, answers to FAQs, etc.
Dynamic answers: an automated function
Automatically suggest answers to short- and long-term issues based on keywords and the customer’s context. Interactive support guides a web visitor through an issue resolution or sales conversation by asking relevant questions to resolve immediate task as well as lead to a related activity (e.g: related issue, upsell, cross-sell, etc.).
Webforms and surveys: an automated function
Additional opportunities to connect peripheral systems with the Vergic Solution, where the agent can collect and provide information to facilitate dialogues and cases. Ability to collect event-based real-time information for use in dialogue. For example, the steps in the process, the value of the visitor’s shopping cart etc.