Infobip Launches Live Video Support Feature

Infobip has introduced a new feature - Call Link - which enables businesses to provide live video support to their customers by helping those with a high volume of customer interactions address their queries more efficiently and reduce customer wait times. Call Link provides an easy way for customer service agents to transfer a customer query to a one-to-one live video and audio call.

Resolving customer questions quickly and efficiently can be challenging, especially when relying on text-based chat support, which may not be enough to solve some technical issues or provide more in-depth explanations. This is where Call Link steps in.

“For businesses looking to improve the customer experience, Call Link enables agents to troubleshoot and resolve queries quickly and efficiently, reducing wait times and costs while boosting satisfaction. From our customers already using the feature, we know that such communication helps them address more queries in a shorter time, enhancing productivity and providing a more convenient experience for end users,” said Adrian Benić, Chief Product Officer, Infobip.

With a unique web link, customer service agents or technical support engineers can quickly elevate a chat-based conversation to a one-to-one video call. Call Link generates a custom URL and thus eliminates the need for businesses to invest time and money in building their own video support system. Agents can share the URL through different channels, such as WhatsApp, SMS, or email, and it is accessible on both desktop and mobile devices. With the rise of messaging apps like WhatsApp, Call Link aligns with Infobip's strategy to meet the customers' needs by offering support through their preferred channels.

Call Link is also compatible with leading web browsers such as Chrome, Firefox, and Safari and can be configured to reach various customer applications that have integrated Infobip's Web Real-Time Communication Software Development Kit, Infobip Conversations, or any phone number.

Call Link is available now, offering a solution for businesses to reduce the back-and-forth between agents and customers while providing support from any place and at any time.

Environmentally friendly feature, too

Call Link offers multiple benefits to businesses seeking to improve their customer experience, lower expenses, and retain customers. Through real-time diagnosis, customers can demonstrate and explain their queries or complaints via video calls, allowing customer service agents to troubleshoot and resolve issues more easily. Moreover, Call Link can facilitate remote field inspections, such as assisting customers in submitting meter readings. This eliminates the need for in-person visits, reducing costs and minimizing the environmental impact of travel.

“Call Link enables businesses to offer live one-to-one video and audio support without having to spend time or expense on developing their own solution in their tech stack. For businesses and brands with high customer contact, it helps accelerate their ability to escalate queries to video and solve customer issues more quickly. Call Link demonstrates how Infobip is committed to being the full-stack omnichannel communications platform for every platform,” added Benić.

Elsewhere, at the end of last year, Infobip revealed the findings of the latest research showing the importance of conversational experiences, as customers vastly prefer to use chat apps such as WhatsApp for communication.