Contact Center Solutions Featured Article

Vee24 Democratizes the Amazon Mayday Button

June 24, 2014

Vee24 today publicly announced two new solutions that provide organizations with a way to extend their ability to engage with customers in real time. One of them, CEO James Keller says, is akin to a white label version of the Amazon Mayday button.

New are the VeeStudio Software Development Kit for iOS and Android (News - Alert), and a co-browsing capability called VeeAssist.

The VeeStudio SDK allows clients to embed the Vee24 solution inside their own apps. Vee24 enables its clients to support customer engagements through the same agent backend they’d use to support any web-based or store-based engagements they already enable through Vee24. And Vee24 enriches the experience with app-centric functionality – such as the ability for the agent to see where the customer is in the app or on the website, and the ability for the agent to finger paint on the customers’ screens, pull up customer order history, and zoom in and zoom out to drive customer experience – to guide customers through the experience.

Image provided by Vee24

Video is a fundamental aspect of the SDK, says Keller, as it offers clients the ability to deliver live assistant in their apps. That way, if a customer of the client clicks the button for live assist they’ll be looking at the agent. It’s one-way video by default, but the customer can turn on his or her video if desired, Keller explains, adding that the two-way capability can be helpful in cases where customers need help configuring or troubleshooting products.

“We’ve democratized the Mayday button so any company can offer it in their browsers and also their mobile apps,” says Keller. “It’s part of an ongoing evolution in [where] customer service is going.”

VeeAssist, meanwhile, extends live engagement features and functionality into a traditional call center without the requirement for coding and can be deploying within hours. VeeAssist allows agents who are on calls with customers to ask customers who are in front of their computers to connect to visit the brand’s website. That enables the customer and agent to look at the website together, and visit the customer’s order history together. It also allows agents to push rich media to customers and to help shoppers fill out online forms and orders.

That can both elevate the customer experience and enable brands to bring their online conversion rates closer to their in-store conversion rates, says Keller. 

 

Article comments powered by Disqus

Related Contact Center Solutions Articles

Watermark Consulting Study Reveals Business Value of a Great Customer Experience

For several years we have all heard how improving the customer experience has become a top priority of C-levels around the world, and that in a world of commoditization it is key to creating long-term sustainable competitive advantage. While this has been gospel for obvious reasons, it is always nice to have validation in the form of some statistics. This is precisely what customer experience advisory firm Watermark Consulting has done with its recent analysis of stock market returns which found… [ Read More ]
09/22/2014

Stalag Call Center?

I started thinking about Stalags a few weeks ago when I checked into a hotel with my wife. I pointed out a large call center across the street and my wife asked, "How do you know it is a call center? I don't see any signs saying that!" Her question hit me like a Mack truck. How did I know it was a call center? Were there any real clues or was I just clairvoyant? [ Read More ]
09/22/2014

Contact Center Solutions Week in Review: Hiring Spree in the US

There are two interesting trends that continue to make their appearance in Contact Center Solutions Community news on almost a weekly basis, and this week they are prominent. They happen to also be closely related. The first is that that with customer experience improvement being such a large priority for companies around the world, the investment in contact centers is clearly increasing. The second is that whether it is contact centers for individual companies and government agencies of relying… [ Read More ]
09/20/2014

Tellwise Smart Messages Integrated with Salesforce.com CRM

Tellwise Smart Messages has been integrated with Salesforce.com CRM software. This integration offers automated buyer communications, which enables continuous tracking, analysis, reporting and increased sales forecast accuracy. [ Read More ]
09/18/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!