Customers expect a seamless experience from their favorite brands—they want to receive information about products or services from anywhere, from any device, at any time. Technology is playing an increasingly significant role in how companies communicate with their customers, and it’s impacting how customer service teams interact with each other and their customers.
In this post, we’ll discuss API web conferencing, the latest technology for customer service teams to provide personalized face-to-face service to their customers.
What is API web conferencing
API stands for Application Programming Interface. API web conferencing helps you to integrate video-call in your website or app. It is an online meeting technology that allows for real-time communication between participants. This means that all participants can see each other’s screens, take part in the call and communicate with one another in real time.
Ways API web conferencing improves your customer service
API web conferencing help you improve your customer service in following ways:
Allows you to interact with your customers on their terms: if they’re comfortable using video chat, you can use that; if they prefer voice calls, no problem. You can also choose from many different types of communication channels, including text chat, audio callbacks, and conference calls.
Provide customers with a more convenient and efficient experience when they need help: When a customer calls into your company, you can set up an API web conference so that the customer can speak to a representative immediately. This is much faster than making the customer wait on hold or schedule an appointment with someone later in the day. The customer will appreciate being able to get their issue resolved quickly and easily. It also means your company can handle customer requests effectively and efficiently.
Provide prioritized service at all times of day or night. If a customer calls in late at night and needs help with something urgent, they’ll be able to speak directly with someone who can help them right away. This can make customers feel like their concerns, time and business is important and valued by companies who use this technology.
Allows you to meet your customers face-to-face: You have more context when they’re talking to you. This helps with things like body language and facial expressions—you’ll be able to see if they’re confused or skeptical, which will help you understand what they need from you at that moment.
Enables you to visually share information easily: Screen sharing can be a helpful tool when interacting with customers. Instead of tediously explaining, for example, a bill or invoice, you can simply share a screen and run through the document line-by-line, saving valuable time.
It allows you to build trust between you and your customer/client: You can build rapport through these conversations, making it easier for them to trust you when it comes time for an upsell.
Enables instant feedback from your customers/clients: With API video conferencing, you can receive real-time feedback from your customers or clients. This feedback is extremely important because it allows you to improve the quality of your service and increase customer satisfaction.
API web conferencing – build vs buy decision
When deciding between building your custom video conferencing platform and buying one, your needs play a big role in making a decision.
The first thing you should think about is your needs. Can they be met with an existing white-label platform available in the market or if you need something more custom-built. If you’re just looking for something that will allow people in different locations to see each other and talk with each other over video, then you might be able to make do with an existing product. However, if your needs are more complex like integration with apps and platforms, sharing of data and documents or meeting compliance requirements then it’s worth considering building your own solution to ensure security of your data.
Another key factor is whether your company plans on expanding its video-conferencing capabilities in the future. If so, then it might make sense for you to build your own system instead of buying an off-the-shelf solution that may not be able to meet your future needs.
Once you have a clear understanding of your needs then you can consider other obvious factors like costs, time required etc., of building or buying a conferencing solution and make your choice.
As per Salesforce Research, 89% of customers are more likely to make another purchase after a positive customer service experience. API video conferencing has the potential to revolutionize the way you cater to your customer requests, create a positive experience among your customers and drive sales.
If you need expert advice on building or deploying an API web conferencing platform in your business, email us at intellect2@intellect2.ai. Intellect Data, Inc. is a software solutions company incorporating data science and artificial intelligence into modern digital products with Intellect2TM. IntellectDataTM develops and implements software, software components, and software as a service (SaaS) for enterprise, desktop, web, mobile, cloud, IoT, wearables, and AR/VR environments. Locate us on the web at www.intellect2.ai.