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, 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.