[April 26, 2018] |
|
TokBox Extends Video Chat, Embeds Capabilities with Zendesk Integration
TokBox,
the live video, real-time communications (RTC) company, today announced
an integration that is built on Zendesk,
Inc.'s leading cloud-based customer service platform. The
integration is supported on both Zendesk
Support and Zendesk
Chat, and is the first live video integration for Zendesk Chat. This
is also the first third party marketplace integration for TokBox (News - Alert), as
TokBox continues to expand its Video Chat Embed offering making it
easier for users to integrate live video into their services.
Zendesk customers can now access the TokBox
app integration on the Zendesk Apps Marketplace, an extensive
third-party marketplace with over 600 apps available to install. The
TokBox integration provides Zendesk customers with the ability to
escalate live text chats to live video instantly, without leaving the
Zendesk environment, for an omni-channel experience. Customer service
agents can also use screen sharing through the TokBox application for
Zendesk to empower a see-what-I-see ue case, enabling an engaging
customer support experience.
"For agents to transfer an interaction directly to live video, without
leaving the current environment, provides a seamless, user-friendly
experience that attributes to brand loyalty and customer satisfaction,"
said TokBox CEO Scott Lomond. "TokBox is excited to join the Zendesk
Apps Marketplace. The integration with Zendesk is one that will help
many of our existing customers, as well Zendesk users who are seeking a
live video solution for richer customer engagement."
Companies interested in seeing how TokBox works with Zendesk can visit
the Zendesk
Apps Marketplace to view the application, read a description and
learn how to install it.
This integration supports a growing trend in live video continuing to
serve a range of industries, including customer service. "Live video has
proven to bring a more personalized level of customer experience to
remote service communications," said Lomond. "Not to mention, it also
enhances brand loyalty and creates efficiencies in the customer service
process. The biggest challenge within customer service is to deliver
seamless in-context support so that live video has the greatest impact
on customer satisfaction."
For example, after a TokBox financial services customer implemented live
video into their app to streamline customer service, they immediately
began to see the benefits - both for business objectives and for their
customers. This company previously relied on phone customer support to
troubleshoot client issues, with an average call time of 14 minutes.
After they implemented live video into their service, the average call
time reduced by 65% to 5 minutes. At the same time, customer
satisfaction scores increased substantially.
According to the results of the inaugural TokBox
Live Video Maturity Study, 53 percent of those surveyed have either
used or are likely to use live video to speak with customer service
representatives from major brands. Some of the more popular use cases
include pre-sales support, contact center inquiries, identity
verifications and post-sales support.
About TokBox
TokBox, a Telefónica (News - Alert) company, develops and operates the OpenTok
Platform, making it fast and easy to add live video communications into
online and mobile websites, apps and services. The scalable,
customizable platform gives users the creative freedom to develop any
video interaction, from one-to-one chats to large-scale broadcasts.
The first platform to incorporate support for WebRTC, OpenTok caters to
enterprises, entrepreneurs and developers with powerful APIs and a
global cloud infrastructure. OpenTok has been used to stream WebRTC live
video in over 36,000 applications since 2013 for companies including
Major League Baseball, Live.ly, Esurance, Royal Bank of Scotland,
Valspar, Chegg, and Double Robotics.
www.tokbox.com
About Zendesk
Zendesk builds software for better customer relationships. It empowers
organizations to improve customer engagement and better understand their
customers. Approximately 119,000 paid customer accounts in over 160
countries and territories use Zendesk products. Based in San Francisco,
Zendesk has operations in North Americas, Europe, Asia, Australia, and
South America. Learn more at www.zendesk.com.
View source version on businesswire.com: https://www.businesswire.com/news/home/20180426006334/en/
[ Back To Mobile World Congress's Homepage ]
|