Video Chat

Video Chat for Customer Service

Improve first-call resolution rate, reduce truck rolls, and improve the operational efficiency of customer service by leveraging video chat in your customer support activities.

Trusted by teams at

Coopairs

Fnac Darty

Groupe Atlantic

habitat Audois

Kiloutou

Le Petit Vapoteur

Why use Video Chat in Customer Service?

Remote Sales

Guide your customers through the purchasing or subscription process.

Remote Troubleshooting

Respond and troubleshoot your customers' issues quickly from afar.

Remote Expertise

Provide advice or assess damages without the constraint of travel.

Customer support

Provide assistance to customers through video chat.

3 Steps for Simple and Efficient Video Chat

Send a Link

Send a Link

When a customer encounters a difficulty and requests customer support, a customer service representative sends them a link via SMS or email.

Visualize

Visualize

By clicking on the received link, the customer initiates the video chat and shows their environment to the sales rep support agent.

Assist

Assist

With real-time video, screen sharing, and co-browsing, the support agent can make a quick diagnosis and guide the customer through their procedures.

Create High-Quality Video Experiences with Your Customers

Vente en visio

Achieve a Higher Conversion Rate

Guide your prospects through video in their purchasing decisions and in subscribing to your offers for better customer engagement.

High-quality real-time video and audio
Full-web solution, available on smartphone, tablet, and PC
Remote appointment scheduling, screen sharing, and co-browsing

Cliente satisfaite

Increase Your Customer Satisfaction

In just a few clicks, video chat brings you closer to your customers and allows you to interact with them instantly. Proximity and responsiveness are key factors in customer satisfaction levels.

A video space that reflects your brand image.
Humanize customer interactions
Listen and respond with empathy
Quickly meet the needs and requests of your customers

Agent du service client qui réalise une visio-assistance

Gain Efficiency and Productivity

With video chat, you gain efficiency:

Video chat allows you to advise or troubleshoot your customers remotely, without traveling.
Less time spent in transit means more time dedicated to your customers.
When travel is inevitable, video allows you to better prepare your meeting and increase your success rate.

Solution de visio-assistance sécurisée

More Peace of Mind with Secure Video Chat

Security is crucial for both you and your customers. Personal and confidential data must be securely stored to ensure their integrity.

100% hosted in Europe
100% compliance with General Data Protection Regulation (GDPR)
Hosting certified ISO27001, SOC1/2, and “Health Data Hosting” (HDS)

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Key Figures

0%

Customer satisfaction

0%

Increase in first-contact resolution rate

0%

Increase in remote sales conversion rate

0%

European

What they are saying

"Deployed in several of our sites throughout France, we are fully satisfied with the solution and the collaboration with the Apizee teams. We appreciate the responsiveness, project follow-up and support provided by the teams to ensure success!"

Stéphane Cailleau

Field Service Manager / Groupe Atlantic

"Thanks to Apizee we've reduced the number of times our technicians have to travel, speeding up the processing of service requests and decision-making on the type of service and the area of expertise of the technician who is to carry out the service."

Lionel Mailhol

Technical Manager / Habitat Audois

"We had privileged contact with the Apizee team throughout the implementation of the project which enabled us to carry out a rapid and efficient deployment."

Matthieu Juglas

Customer Training Manager / Polysoude

"During a call-out for an apartment fire, the Apizee solution was implemented after the initial rescue operation. The initial resources could be reinforced before the emergency services arrived, saving time for the rest of the operation."

Fabrice Weber

Chief Warrant Officer / SDIS Haut-Rhin

"We're really fans of this solution! Our customers are asking for it, and they're starting to get the reflex of requesting a videoconference. It saves us a lot of travel, and optimizes our technicians' interventions."

Guillaume Chevalier

Technical Manager / Kiloutou

"Thanks to the Apizee solution, every day we troubleshoot our customers remotely, optimizing our diagnostics and above all ensuring people's safety. Thank you for your support!"

Henri Briere

Assistant Manager - Troubleshooting Call Center / Enedis

"The Apizee solution is very useful for troubleshooting machines that don't have a remote connection. Thanks to the solution, we can troubleshoot our customers more quickly and limit travel."

Franck Raguin

Customer Service Manager / Heidelberg

"We appreciated the Apizee team's availability and responsiveness in setting up our project. Integration of the solution was rapid thanks to excellent support from the teams."

Julien Duprat

Technical Project Manager / Kiloutou

"Apizee is an efficient solution that enables us to be in direct visual contact with the insured and his damages. The collaborative tools also enable us to explain to our interlocutor certain rectifications on the claim or points of disagreement."

Laurent Buon

Expert / Eurexo

"We can maintain close proximity to our customers when they have technical questions. This device is a major source of savings for our customers. Decision-making time can be reduced from a few days to a few hours."

François Planaud

Executive Vice President / Safran Aircraft Engines

"ENEDIS Bretagne implemented the Snap Racco solution using Apizee to avoid systematic travel. Thanks to the use of Apizee, ENEDIS Bretagne has succeeded in reducing travel by its connection technicians."

Rémy Verdier

Department Manager / Enedis

FAQ on video chat for customer service

Video chat for customer service is a remote assistance service that uses real-time video to help users solve problems or gather information.

Video chat for customer service is a pivotal tool in resolving issues swiftly with fewer touchpoints, mitigating the frustration of repeating concerns to multiple reps, a common grievance for 33% of customers according to HubSpot.

This technology enables agents to quickly identify and understand issues, allowing for immediate, accurate solutions, and reducing the need for multiple interactions. Particularly for intricate technical problems requiring a visual aid, video chat is invaluable, surpassing the capabilities of reactive channels like phone, email, or text in delivering clear, concise resolutions.

This approach not only streamlines the resolution process but also enhances the overall customer experience, blending the personal touch of physical interactions with the convenience of digital communication.

Video chat provides many advantages to customer service teams. Cost efficiency: avoiding truck rolls increases technicians’ productivity and spares carbon emissions. Immediate resolution: customers are taken care of right away through remote visual assistance, reducing First-Call Resolution (FCR) rate and increasing overall customer satisfaction. Complex sales made easy: Sales representatives guide their prospects through the purchasing process by providing personalized advice and assisting them in completing their transactions.

Customer service expenses encompass service call and post-sale costs. Upon closer examination of these activities, we observe that the total cost of a truck roll constitutes a significant portion of these expenditures, including labor, travel, vehicle capital, and administrative costs. Utilizing video chat for customer service supplants truck rolls with remote assistance, thereby mitigating costs, risks, and carbon emissions associated with dispatching technicians.

In post-sale scenarios, video chat empowers customer service to initiate immediate remote assistance, thereby increasing the First-Call Resolution (FCR) rate and reducing the average Time-To-Fix delay. Furthermore, allowing customers to visually "see" the customer service agent enhances trust and empathy in the customer relationship. These factors predominantly contribute to achieving a higher customer satisfaction rate.

Video call recordings are particularly beneficial for quality assurance in contact center activities. You can utilize video chat recordings to analyze customer interactions to ensure that customer service agents comply with company guidelines, supply material for coaching and skill development of customer service agents, ensure regulatory compliance across all customer service activities.

Video chat is preferred by customers for 4 reasons. Remote video support allows customer service agents to resolve issues more swiftly. Issues are resolved on the first call with video chat, eliminating the need for customers to repeat their concerns multiple times. Remote assistance offers enhanced flexibility and circumvents the inconvenience of scheduling an on-site service call with a technician. Visual engagement humanizes and adds empathy to conversations with the company's support service.

Video chat enhances live customer engagement in support services by enabling customer support agents to comprehend customers' issues beyond words by utilizing camera visuals to perceive the problem, amplifying interactions between the customer and the agent through the use of advanced tools such as screen sharing, co-browsing, and live pointers, infusing empathy into customer support by humanizing interactions.

Video chat enhances various customer service metrics by increasing the First-Contact Resolution (FCR) rate, as it enables call center agents to immediately resolve complex issues during the initial call, boosting the Net Promoter Score (NPS) by elevating customer satisfaction through resolving issues on the first call, reducing the No Fault Found (NFF) rate by allowing customer service agents to visually inspect issues and assist customers with their products via video, cutting truck roll costs by substituting physical visits with video chat sessions, and optimizing the utilization of the customer support workforce, decreasing the Mean Time To Repair (MTTR) by facilitating quicker issue resolution through video chat.

Video chat can replace the physical travel of sales representatives and technicians for customer support or service, thus reducing transport-related emissions.

Video chat establishes a real-time video connection between the user and a support agent, advisor, or healthcare professional, via a web browser and the WebRTC protocol, allowing for live interaction.

Video chat support offers more accurate diagnostics and quicker problem resolution by allowing real-time visualization, which is more effective than assistance via phone or chat.

To use video chat, you will need a device with a camera and a microphone (such as a smartphone, tablet, or computer), as well as a stable internet connection.

Video chat is compatible with most modern devices, including smartphones, tablets, and computers. Always check the technical specifications to ensure compatibility. Apizee ensures backward compatibility even on older models.

You will need a link to a video chat room to start a video chat session. This link is sent to you by email, SMS, or chat. Follow the provided instructions, which may include entering a code and agreeing to the service's terms of use.

Yes, Apizee's video chat uses transmission encryption to ensure the security of conversations and data exchanged during the session.

Confidentiality measures may include data exchange encryption, two-factor authentication, PIN code access, compliance with GDPR, and strict privacy policies to protect your personal information.

The cost can vary depending on the provider and the level of service. It is often offered as a user subscription or by the number of sessions, monthly or annually.

video chat is designed to be accessible and can be an excellent option for people with reduced mobility, hard of hearing, or those with specific needs.

Yes, the video chat solution can be integrated with CRMs (Salesforce, MS Dynamics, Hubspot, Pipedrive, etc.), customer support platforms (Zendesk, Easiware, Service Now, etc.), and other business tools and ERPs (Pega, …) through integrations, connectors, or plugins. It is also possible to integrate video as an additional channel into your contact center software.

Contact the Apizee team for more information on our services.

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