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Exploring Amazon's Mayday: Visual Customer Service Options
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Susan Fogarty
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Susan Fogarty,
User Rank: Strategist
5/13/2014 | 1:12:16 PM
Re: Visual Customer Service
Great to know the technologies are lightweight. Thanks for the details, Igor!
Igor Khalatian
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Igor Khalatian,
User Rank: Apprentice
5/12/2014 | 3:08:16 PM
Re: Visual Customer Service
Hi Susan and Aditya - very good point about bandwidth. These technologies are created to be very light weight and we don't typically see any degradation in performance due to internet speeds. The only issue might be in the case of a dial-up connection, which we don't see often today.
Susan Fogarty
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Susan Fogarty,
User Rank: Strategist
5/7/2014 | 7:52:06 AM
Re: Visual Customer Service
Aditya, you're right about that. If performance is an issue, then simplicity is often a better way to go. Limited bandwidth would certainly affect any customer service applications using video. I'm not so certain about screen-sharing or co-browsing, however. Perhaps Igor can illuminate us.

It's a good reminder that businesses always need to have multiple platforms for customer contact.
aditshar1
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aditshar1,
User Rank: Apprentice
5/7/2014 | 3:25:25 AM
Re: Visual Customer Service
In terms of adoptation we could see good numbers, but with same i would like share my experiance with referance to Skype, when i use this application on my phone i feel irritated and frustated and that due bad internet speed or connectivity but when i use on laptop with office LAN connected service works perfectly fine. My purpose to share this is that it depends lot on speed and service you get.
MarciaNWC
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MarciaNWC,
User Rank: Strategist
5/2/2014 | 1:54:37 PM
Re: Visual Customer Service
I also look forward to these  improved types of customer services. I've also had some very poor text chat experiences -- particularly with a major service provider. Complete waste of time.
Susan Fogarty
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Susan Fogarty,
User Rank: Strategist
5/2/2014 | 12:56:46 PM
Re: Visual Customer Service
Hi Igor, thanks for your response! I guess I am just not running into the rigth customer service departments online :(. I have definitely had some bad text chat experiences, so I'm looking forward to the improvements of cobrowsing and visual technologies.
Igor Khalatian
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Igor Khalatian,
User Rank: Apprentice
5/2/2014 | 10:47:55 AM
Re: Visual Customer Service
Thanks MarciaNWC, yes, the experience is better for both the customer and the agent when there is no need to explain things verbally. I think that options 1-2 will continue to be rare services for the time being, but option 3 is becoming more common today for the exact reason you stated.
Igor Khalatian
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Igor Khalatian,
User Rank: Apprentice
5/2/2014 | 10:44:30 AM
Re: Visual Customer Service
Thanks for your comment Susan! Many companies today do use visual customer service, but where adoption is slower is for companies looking at using options 1 or 2 to make it happen. Video is still very new, and aside from Amazon there are just a handful of companies I know of who are doing this (American Express is one). But for option 3, visual collaboration without the video component, this is very common today. Hundreds of banks, insurance companies, retailers and technology brands use co-browsing for visual customer service with great results.
Igor Khalatian
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Igor Khalatian,
User Rank: Apprentice
5/2/2014 | 9:58:53 AM
Re: Visual Customer Service
Thanks for your comment! I agree, there has been a great deal of changes to customer service technology over the past few years, and it will be interesting to see how adoption of video chatting goes over the next few years.
aditshar1
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aditshar1,
User Rank: Apprentice
4/29/2014 | 2:40:27 AM
Re: Visual Customer Service
I guess Customer Service has changed a lot in last few years from just phone to chat, click-to-call, co-browsing, social tools. Video chatting has a strong value, on the other hand Visual sharing is also growing as you dont require investment to support video chatting.
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