- 1.BBC: Coming to a screen near you… The online adviser
- 2.Boston.com: British video chat startup Vee24 collects $5.5 million from Data Point Capital; will set up HQ in Boston
- 3.Internet Retailer: Customer service firm Vee24 raises $5.5 million
- 4.Venturefizz: Connect with web & mobile customers via live video, voice, text and co-browsing
- 5.Call Center Solution: Vee24 Democratizes the Amazon Mayday Button
- 6.Los Angeles Times: More companies adding video to personalize online customer service
- 7.Biz Report: Expert Advice – Use in-store techniques to sell online
- 8.1to1 Media: Can you see me now? How to Improve the Customer Experience with Video
- 9.The Next Best Thing in Online Banking: Live Video Chat
- 10.Digital Marketing Magazine: From Telephone to Smartphone: How Customer Service is Evolving
- 11.TMCnet: Vee24 Gives Mobile Browsers a New Voice, with Video
- 12.Unlocking Online Conversion
- 13.Direct Marketing News: The New Wave of Engagement Campaigns
- 14.Are you Prepared for the Live Video Revolution?
- 15.Flint Group Blog: Tips to do video well on social media
- 16.Vee24 Wins 2015 MITX Award – Best Tech Innovation in Shopping
- 17.Return Customer: What Millennials Expect from Online Customer Service
- 18.A Conversation with CEO Priya Iyer
- 19.5 Surprising Reasons Why You Need Video Chat
- 20.The Evolution of Live Customer Engagements
- 21.How to Proactively Use Live Customer Engagement for Lead Generation
- 22.MIT Sloan – AI CAN FORGE RICHER HUMAN-TO-HUMAN INTERACTIONS
- 23.Technical Challenges of a Fully Integrated Live Engagement Solution
- 24.3 Ways That Brands Can Leverage Live Engagement on Social Media
- 25.3 Steps to Improving Your Live Chat Customer Experience
- 26.Improving the Customer Experience with ChatBOTs
- 27.AI-Enabled Customer Experiences of the Future
- 28.Priya Iyer featured in Customer Service 2020 Report by Raconteur Media
- 29.Five Ways to Personalize Your Live Engagement Experience
- 30.Priya Iyer Awarded The SaaS Report’s Top Women Leaders in SaaS of 2018
- 31.Information Age Features Priya Iyer’s Nomination for Business Leader of the Year in the Women in IT Awards Series
- 32.Business Wire Featured Priya Iyer’s Award of Top Women Leaders in SaaS of 2018
- 33.The Live Engagement Checklist: Everything You Need to Know Before Going Live
- 34.Planning and Budgeting for a Live Chat Platform in 2019
- 35.Quick Tips: 20 Ways to Wow Customers with Video Assistance
- 36.The Future of Customer Experience is Here
- 37.Vee24 Published in UK Tech News – ‘AI-enabled customer experiences of the future’
- 38.Seminar by Priya Iyer at Call & Contact Centre Expo
- 39.Providing an Optimal Digital Customer Experience
- 40.Insights from Vee24’s Director of Marketing – A Quick and Easy Plan for Lead Generation
- 41.The ChatBOT Competition: VIP Luncheon at STK Steakhouse Midtown
- 42.Business Computing World – The Live Engagement Checklist: Everything You Need to Know Before Going Live
- 43.Vee24 Featured in ITProPortal – The Live Engagement Checklist: Everything You Need to Know Before Going Live
- 44.Digitalist Magazine – Live Engagement Checklist for the Best Possible Online Experience
- 45.Meet Us at IRCE @RetailX June 25-27
- 46.The Difference Between Customer Experience & Service
- 47.Behind The Scenes, These Bots Deliver Better Customer Service
- 48.How I Spent My Summer Internship – Learning That I Expect an Excellent Customer Experience
- 49.ChatBOTs & Live Chat in Tandem – A Perfect World
- 50.5 Ways to Drive Conversations into Conversions
- 51.5 Ways to Drive Conversations into Conversions: Part 2
- 52.Optimizing the Customer Journey with AI ChatBOTs
- 53.The Next Right Thing – Providing Excellent Customer Experience with Intelligent Live Engagement
- 54.Your Customer’s Perspective of Live Chat
- 55.Why You Need an AI ChatBOT
- 56.Why Co-Browsing is Your Key to Connecting with Customers
- 57.Meet The Family Of BOTS
- 58.Embracing AI-Powered BOTs: Identifying The Misconceptions And Pitfalls Of BOTs And Avoiding Them To Create An Ideal Customer Experience
- 59.5 Key Elements of Live-Engagement
- 60.How to Use Live Engagement to Give Your Dealership a Competitive Edge
- 61.How AI BOTs improve the Employee Experience
- 62.2020 Customer Facing ChatBOT Trends
- 63.The Future is Now: Why Your Customers are More Ready than You Think for Live Engagement
- 64.Is your Customer Service Team Prepared for the Possible Impact of Coronavirus?
- 65.Is the Auto-Dealership Dead?
- 66.Increase ROI with Digital Engagement
- 67.How to Keep your Employees Engaged while Working from Home
- 68.Do You Have the Infrastructure to Allow Your Agents to Work from Home?
- 69.Social Distancing Amplifies your Customer Engagement Choices
- 70.Tips for Identifying the Pitfalls and Misconceptions of Bots
- 71.The Future of Live Engagement is Here as Vee24 Launches V11 Intelligent Conversational Experience
- 72.Join Us for Webinar on our latest Release
- 73.Selling in the Age of Impatience
- 74.Behind the screen: How a customer sales agent uses video chat
- 75.Customer Engagements Must Be Multi-Experience Interactions
- 76.What is video chat?
- 77.Jordan’s Furniture Enhances Its Online Customer Experience for One-Stop Shopping
- 78.Prism Health Advocates Chooses Vee24 To Deliver a VIP-Level Client Experience
- 79.A New Definition of “Webinar” for Consumer Brands and Businesses
- 80.An Intelligent Guide to ChatBOTs: Taking a Team Approach
- 81.The Watches of Switzerland Group Launches Virtual Boutique in the UK with Vee24 to Boost High-end Customer Sales and Service
- 82.D’Ieteren Automotive Chooses Vee24 to Connect with Customers Face-to-Face at Virtual 2021 Brussels Motor Show
- 83.Clarins Partners with Vee24 to Launch its Virtual Boutique to Provide Real Shopping Experience
- 84.Is Your Mobile-Ready Customer Engagement Really Working Out?
- 85.Elevating Omnichannel Customer Engagement With AI
It’s perhaps not too surprising that growth of health and fitness app downloads was up 43% year-over-year in 2020, with more than 656 million downloads a month. And what the top ones have in common is telling about the types of experiences that consumers crave. Six out of 10 of the top health and fitness apps offer video workouts or video-guided exercises according to a recent Apptopia study reported in Forbes.
It’s easy to see why. Many types of workouts are an in-person sort of thing – with instruction, encouragement and the camaraderie of a class being central to the experiences.
Is your online customer engagement strategy truly working out problems, answering questions and providing solutions for your customers? Is your mobile experience able to provide the same sort of face-to-face guidance, instruction and encouragement that is offered in-person or in-store? Are you building long-term trust and loyalty by replicating the in-person experience online? Or, is there key functionality missing such that it fails to motivate your customers to get to the proverbial finish line?
You don’t need to be an Ironman to deliver outstanding ‘mobile’ customer experiences.
Keep your live engagement strategy fit and mobile
One thing is for sure – for your customers, mobile increasingly means being able to access your brand on a mobile phone. People are using their smartphone for more and more transactions. One study found that 59% of U.S. adults prefer to shop using their mobile phone, and our own data indicates that some 70% of live customer engagements take place on a mobile device.
But mobile can also mean virtually ‘transporting’ a customer from anywhere into your environment whether it’s a new car, furniture or luxury brand showroom. By equipping your agents to move around the space showing products and offering advice, they can replicate an in-person engagement online.
In thinking about how to keep your strategy fit, it’s important to consider how you want your customers to engage with your brand. And, allowing them to experience an immersive demonstration of your products or receive a truly consultative, concierge level of service can take your strategy to the next performance level.
Being mobile-ready requires the right equipment
Just as you can’t do a spin class without a bike, a sales agent won’t be able to deliver the best customer engagement without the right equipment.
Here’s one important point. Mobile-first solutions will enable businesses to deliver lots of different experiences for the customer regardless of the customer’s device. But what solution the agent is using and the device or devices they have can greatly expand what that agent can do and the customer experience he or she can deliver.
Equipment for customers. When the customer is engaging via a mobile phone, the sales agent on a desktop can optimize the customer’s experience by opening or closing a text chat session, moving the engagement to one or two-way video, changing the size of the video panel and moving it on the customer’s screen to give the customer the best view of the agent or to see the website as the agent drives cobrowsing. And, the agent can seamlessly move among multiple cameras to demonstrate product or highlight details providing a more immersive experience for the customer whether they’re at home, at the beach, or in a coffee shop.
Equipment for agents. Expanding the equipment sales agents use can further boost performance. With the desktop set-up and a mobile phone, the agent has ample functionality to progress a sales call by getting up and moving about a store. They simply switch smoothly from the desktop to the mobile camera. The mobile camera allows the agent to show customers products up close, and even change views and landscape orientation. The agent can easily two-way live video and text chat and perform basic functions. However, given the size of the screen, the agent won’t be able to co-browse and co-fill forms with the customer, or access additional customer data that will help close the sale without returning to the desktop environment. When the agent only has access to a mobile phone, the lack of real estate on the screen limits the full menu of live engagement experiences that agent can provide while he in ‘on the showroom floor’.
With more robust mobile equipment – such as a Surface tablet, iPad or Chromebook – and multiple cameras, a sales agent can deliver exceptional service without being wedded to a desk or desktop. The agent can walk a large furniture showroom with an online customer, move from sofa to coffee table to bedroom set showing fabric details, wood grains, and the detailed craftsmanship of each piece. Camera views can easily be switched from front to back, portrait to landscape and even to mounted cameras for a 360-degree view or product demonstration. The agent can take a photo of a product and immediately share it via file transfer. The sales agent can further guide the customer’s journey by cobrowsing the website and highlighting product specs or filling out forms together with the customer. The customer can share their screen if they choose to.
With more real estate afforded by the tablet, the agent can easily access customer engagement statistics – including browsing history during that session, how the customer reached the website, what type of device the customer is on and even notes other agents have taken from previous sessions with that customer, that are really helpful in converting that customer to purchase. With the right technology, an agent can even transfer the customer to another person to complete the sale or provide more information, without putting the customer on hold or making the customer start a new session. Or, the agent can add the customer’s friend into the call to help in the decision-making process.
With properly equipped sales agents that keeps them on their feet and moving, the customer experience becomes truly immersive and the agent experience becomes more engaging and streamlined.
Personalize the journey
Just as some people will need personalized fitness plans to meet their goals, certain mobile customer experiences will require customization as well. Building native mobile applications with an SDK can enable richer experiences for the customer beyond browser-based ones. Many industries – especially in financial services – are opting to build native mobile applications for live engagement. This includes a traditional application that the customer downloads, but also, for instance, building an app for a kiosk outside an elevator bank that offers live video chat capabilities. The best solutions offer functionality and support to extend these experiences.
The fitness app market is poised for continued growth, as this shift in how people workout is expected to gain a permanent foothold. A recent U.S. consumer survey from Gympass shows that 82.8% of Americans are willing to work out virtually post-pandemic. As such, these apps will continue to look for innovative ways to bring the best of in-person, online. Perhaps those beginning their fitness journeys likely won’t be able to swim a mile or bike 15 – but in time and given the right support, they’ll get there. In the same way, B2C businesses that work out how best to connect the in-store and online customer experiences will continue to build stronger loyalty in 2020 and beyond as they accommodate what very well may prove to be permanent shifts in these buying journeys as well.