As Poslovni Dnevnik writes, the remarkable Croatian company Infobip, the world’s most well-connected cloud communication platform, has launched a new and innovative video calling customer support technology to enable businesses to resolve their queries faster and reduce waiting times. This brand new solution, called Call Link, was presented at the largest mobile technology fair MWC in Barcelona.
Infobip’s Call Link is designed for the needs of companies with a large number of customer inquiries, such as telecommunications and utility companies, as well as electronic equipment manufacturers, and is the simplest way for agents to establish live voice or video calls with their customers.
When customer experience is critical to business success, companies need to quickly and efficiently resolve their customers’ queries. According to the results of a survey conducted by CRM platform HubSpot, 90 percent of users believe that a response time of 10 minutes or less is extremely important when they have an inquiry. However, companies often fail to meet customer expectations and multiply their calls to several different agents, which increases the waiting time. Call Link eliminates all of these problems.
Using a simple web link, customer service or technical service agents can automatically transfer written chat inquiries to voice or video calls. The Call Link solution generates a unique link, thanks to which the user doesn’t have to install additional applications, which then improves their overall experience.
Call Link, which is already available to interested companies, removes the need for lengthy interactions between agents and customers, allowing companies to connect with their customers anywhere, anytime. Agents can share the link through any available channel, including WhatsApp, SMS and email, either via computer or mobile. With users increasingly using apps like WhatsApp, this new solution reflects the Croatian company Infobip’s broader strategy to help businesses connect with their customers through the channels they want, at the time(s) they want.
Infobip’s new tech offers several applications for businesses that want to improve their overall customer experience, increase retention and reduce their operating costs. In addition, it enables real-time status determination, where users can explain their queries via video call and customer support agents can fix those highlighted problems instantly. Such remote support reduces overall costs and the environmental impact of in-person visits to the user.
“Thanks to the Call Link solution, agents of companies that want to improve the experience of their users can very quickly and efficiently eliminate difficulties and solve problems, and at the same time shorten waiting times, reduce costs and increase customer satisfaction. In addition, since with the aforementioned solution they can generate as many video links as necessary, companies can smoothly increase their capacities and meet customer demand even during the busiest hours without difficulty. Based on information from clients who already use our product, we know that such synchronised communication helps them to process more user inquiries in a shorter time and thus not only increase productivity, but also achieve close communication with their end users, during which they will satisfy their needs in a practical and unobtrusive way,” said Adrian Benic, Infobip’s Chief Product Officer.
“Furthermore, Call Link provides businesses of various industries and sizes with affordable voice and video support that they wouldn’t otherwise be able to use given the infrastructure requirements. This product is a testament to the Croatian company Infobip’s unwavering commitment to being a complete multi-channel communication platform for everyone,” concluded Benic.
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