transcosmos announced this week that they are launching a WebRTC video chat service to improve customer service. They just signed an agency agreement for “Moshi Moshi Interactive,” a WebRTC customer service solution provided by NEURONET Inc. This agreement is the company’s first step in bringing their customers better, more efficient service at its contact centers.
The thing about contact centers is that everyone wants a perfect experience each time they call in. Callers are frustrated and simply want the person on the other end of the line to fix the problem so they can go about their daily lives. Unfortunately, this isn’t always the case, but transcosmos is working to fix that. Since people expect the service quality in call centers to be as effective as face-to-face sales and in-store customer service, Moshi Moshi Interactive is going to provide that same experience. The service will deliver two-way, visual customer support through sharing images and videos via a screen, while supporting customers face-to-face in various occasions.
Essentially, this service will provide customers with the personal interaction they need, from the comfort of their homes. The WebRTC customer support solution will enable a one-click connection from a website to a contact center live operator best suited for each customer’s needs. From there, a face-to-face session can begin with the option to co-browse. The co-browsing option supports sharing documents, images and videos among multiple users so that the customer can get a personalized, helpful experience.
One of the nicest aspects of this new system is that it’s available via PC, smartphone and tablet terminals. You never know when you’ll need help, and the company wants to make sure that efficient customer service is available at your fingertips wherever you are.
Moshi Moshi Interactive will be available for multiple different industries. Some of the listed services that will be covered are: “technical support, e-commerce shopping support, consultation service for financial instruments, counseling service for cosmetics and other products, remote support by certified operators for finance, travel, beauty, medicine, nursery care and other industries, concierge service for membership, multi-language support for foreign visitors to Japan and etc.” With such a variety of options, it’s safe to say that many people will be benefiting from this video chat service.
If you’re interesting in learning more about real time communications and the benefits it can have for you personally or your business, head on over to the Real Time Web Solutions event happening in New York City this week. Real time can be used to improve a multitude of experiences, customer support being only one avenue.
Edited by Stefania Viscusi