Kandy Live Support is a cloud-based support solution that can supplement or replace traditional call centers, giving users the ability to “show” an agent their problem instead of having to explain it. Since Live Support is a Cloud service there’s no software to buy, install or manage. Users can instantly access it from the web or their mobile phone. They can start with a chat session (or chat bot) and seamlessly escalate to a multi-media experience. It sounds simple, because it is.
Live Support gives customer service teams modern tools like video and screen share to resolve more issues remotely, minimizing the need to dispatch technicians on-site. Agents can also share content such as web links, images, videos, etc. to educate customers on issues or to provide instructions. It delivers faster problem resolutions and happier customers. Save money and drive repeat business.
Kandy Live Support uses the Kandy Platform-as-a-Service (PaaS) solution and the latest WebRTC technology to make it easy for organizations to get started. Agents just log on from a web browser to join their team. Users access from a web page or social media site. Easily escalate from a chat session to a call or video call (1-way or 2-way). Users can turn on their mobile camera to show customer support representatives exactly what is broken or the symptoms of an issue.
Organizations with traditional voice-only call centers can add Live Support to deliver multi-media services. Live Support’s Customer Connect feature enables agents to push a web link or text link (SMS) to a customer that’s already on the phone. This keeps the caller on the phone and provides access to screen share, content sharing and video.
(service calls/month) x (cost per truck roll) = ______ cost/month
(service calls/month) x (average travel time + transition time) = ______ hours of lost productivity
Avoiding an On-Site Visit Keeps Money in Your Pocket!
Live Support offers Digital Cognitive Agent options to deliver cost-effective Artificial Intelligence (AI) services without sacrificing a rich support experience. Start a conversation 24/7 with an IBM Watson powered chatbot to manage routine questions and issues. Instantly escalate to an expert if more engagement is required – the Live Support agent sees the conversation history, so customers don’t have to start over. Use Live Support’s natural language processing to help customer’s route their calls to the right department or team. Deliver better service with fewer agents and fewer on-site visits.