In instances where a remote expert advice can help resolve an issue, VeriShare with its ability to communicate events using real-time video is the new effective way to provide better customer service while maintaining overall costs down.
VeriShare allows customers or field representatives to share with experts live video or a picture of real-life objects easily, and discuss with them in real time.
VeriShare is rich in features and include:
- Mobile video Chat– The agent can carry out a video chat with a mobile customer. Camera switching support – Both smartphone’s front and rear cameras can be used as needed.
- Snapshots– The agent can take snapshots as necessary while customer’s video is shown from front (e.g. for proof of ID) or rear cameras (e.g. point at an item that is being discussed).
- Real-time sharing and annotation– The agent and customer discuss the snapshot with the customer in real time, annotate it and save it.
VeriShare can be used in various flows, for example, in live chat, where a text chat is used and leads to a VeriShare session, or during a phone call, where the agent connects with the customer and starts a VeriShare session.
The need to broadcast live video to an agent, share an image or let an agent take a snapshot, is applicable is various use cases. For example, it can be used in a healthcare where a patient shares a video or an image of a medical condition. It can also be used in the field by engineers or customers that want to show a real-life object, such as a malfunctioning device.
For best user experience it is helpful that customer use recent smartphone with a stable cellular or WiFi connection. The agent requirements are also minimal including a standard desktop or laptop computer with a broadband internet connection.
The operation of the solution is simple and requires minimal training.
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