Three technology selection guidelines and best pra

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Huanxin: three technology selection guidelines and best practices for video customer service

from the era of Internet to mobile Internet, we have experienced Skype, Gmail, FaceTime, and these heavyweight video services. Compared with the popularity of live broadcast, drama chasing, interaction and social networking of consumer applications, video applications in the enterprise service market appear unusually quiet. With the release of apple iphonex, faceid will replace touchid, which may trigger a new wave of face brushing frenzy. From the face brushing era of post mobile Internet to the video internet era that 5g is about to give birth to, the enterprise video service field with video customer service as a typical application may grow explosively. As an enterprise owner, do you still only use text + in the customer service channel you provide

over the past two decades, we have stepped forward from ACD, CTI, IVR, recording, CMS, CRM, ACS, and completed the upgrading of customer interaction channels from, work orders, SMS, email to Weibo, webchat, app, etc. until we welcome the arrival of video customer service, the entire customer interaction channel has been transformed and sublimated, including media and experience

first, the customer service experience from hand to face, face recognition to video customer service has been upgraded and popularized.

with the release of Apple's new iphonex, faceid has replaced touchid as the biggest highlight. Face recognition technology has developed rapidly in the past two years, including face opening accounts, face transfer, face eating, face buying insurance, face living in hotels, face entering the airport railway station and other services, which have changed from a beautiful vision to a reality. Even banks that are relatively conservative in technological innovation have also launched remote face opening accounts, face withdrawal and transfer services. In particular, the Agricultural Bank of China announced the launch of ATM face brushing and withdrawal and plans to promote it nationwide, which has attracted widespread attention and early taste experience. The large-scale application of face recognition has laid a solid mass foundation for the popularity of video customer service

1. Service upgrading from face recognition technology to video customer service technology

face recognition technology brings a new and convenient experience for customer identity verification. Generally, infrared binocular camera live detection technology is used to resist photos, face changing videos, remakes, mask attacks, and the brushed face needs to be strictly compared with the public security system

while shouting for convenience and experiencing freshness, in many cases, we will also face the problem of how to deal with the failure of face brushing, such as the early handling time of ID card, whether to wear glasses or accessories, overseas customers and other reasons, which lead to a large difference from the photos of the public security system. Video customer service can be used as a service upgrade of face recognition technology. In case of face brushing failure, it can be transferred to video customer service, and the agent will perform secondary recognition, which will be combined with the existing customer identity verification method. At the same time of face brushing recognition, it will manually verify the customer's surname, ID number, recent transactions and other information with the customer. After the manual verification is successful, it will return to the self-service processing process, It can greatly improve the customer experience

2. The deployment of video customer service is urgent

as the contact between enterprises and customers, the customer service center undertakes many links, such as pre-sales, in-sales, after-sales and so on. The diversification of communication methods and channel interfaces endows the customer service center as a window department with inherent advantages in service experience, value-added services, marketing management, data analysis and value feedback

at present, the main service channels of the customer service center are still communication and text dialogue. With the help of face brushing Dongfeng, giving priority to online video customer service in the same industry will also become the focus of customers' extensive attention and early taste experience, which can bring good brand effect and user traffic

Gartner predicts that in 2017, 84% of enterprises are expected to increase technology investment in customer experience. The deployment of video customer service is urgent

in the second and sixth scenarios, the best practice of video customer service in the era of all media customer service

in the era of mobile Internet, customers are fully transferring to the mobile terminal, and video customer service users often initiate services on the mobile terminal, and services need to keep up with customers. Gartner report points out that consumer preferences for mobile devices are developing rapidly. For some industries, the use of mobile devices will account for 85% of all internet interactions by 2019. If mobile customer service cannot be improved, enterprises will suffer losses. How to provide good customer service experience on mobile devices is a major challenge for customer centers in the era of mobile Internet

for customers, the customer service system based on electronic channels can greatly improve the convenience, timeliness and service experience of services. However, compared with e-commerce enterprises, traditional enterprises have less online services, especially the lack of transaction services, which leads to many businesses that need to be handled offline, resulting in more and more dissatisfaction from customers

as a good intelligent service platform for face-to-face service interaction with customers, video customer center can very well obtain customer needs and realize one-to-one personalized services, which is convenient and fast and saves a lot of costs. As a result, video customer center system is more and more used in all walks of life. Both large enterprises in finance, wealth management, insurance, medical treatment, education and other industries, as well as small and micro enterprises born of fast-paced internet life, are paying more and more attention to and gradually using video customer centers as a technical means to improve their services

the video customer center can provide vivid and vivid pictures, increase the appeal and persuasion, and let users have an immersive and comfortable experience. In addition, it can interact with users at any time, understand users' needs, and answer users' questions. The information generated in this series of processes is automatically recorded, and then through the "plastic ban order" issued by China, users' demand trends can be understood through analysis software, The accumulation and expansion of experience will provide data support for the enterprise strategy to improve work efficiency by taking root in the automotive OEM system and parts factory system

at present, video customers mainly include the following six application scenarios: 1 remote business processing, 2 Video repair, 3 social media communication and "customer acquisition", 4 video face-to-face signing, 5 remote expert consultation, 6 e-government, etc. it is believed that there will be more application scenarios to meet the needs of users in the future

1. Remote business handling: with the development of mobile Internet and the growth of personal mobile devices in enterprises, byod (bring your own device) has also become an irresistible trend. To make the customer center generate greater value, we need to fully consider and make use of byod. Video customer service makes full use of customers' own mobile devices to handle some businesses that can only be handled at offline counters through remote video, so as to realize the effective integration of online and offline services and greatly save customers' time costs. Moreover, unlike the high construction and operation costs of exclusive video equipment (such as VTM), video customer service can be widely used in enterprises of all sizes in various industries, such as remote survey of insurance. The construction and maintenance costs are very low, belonging to low investment and high-yield applications

2. Video repair: for after-sales service problems that are difficult to describe in words or voice, enterprises can provide video repair service, so that enterprise service personnel can know the specific problems of products more accurately, greatly save communication time, improve the one-time solution rate (+ pay attention to the network world), and greatly reduce the frequency of door-to-door service of enterprise service personnel. At the same time, it can also guide users to troubleshoot and even solve problems through videos, greatly improving the customer experience

3. Video face-to-face signing and double recording: provide customers with remote account opening and face-to-face signing, during which they can have video communication with back-end service personnel, realize audio and video recording of relevant communication, ensure data security, and avoid unauthorized publishing and dissemination

4. Remote expert consultation: provide customers with remote video expert consultation services. Such as maintenance, overhaul and medical treatment

5. Social media communication and customer acquisition: with the rapid rise of the popularity of intelligent terminals, various industries have achieved customer acquisition through new interactive methods, and built their own mobile customer acquisition systems, such as product video consultation, video live broadcast, classroom, etc. customer managers, salespersons or agents can introduce products to customers through video live broadcast, and can also request remote experts for video answers

6. E-government and identity verification: state organs provide video to handle relevant businesses, and can record and store relevant evidence to benefit the people and improve efficiency, so as to build a service-oriented government

three key points, video customer service technology selection guide

Video customer service, as a new customer service media, is playing an irreplaceable value in more and more scenes. Video customer service supports one-to-one, one to many real-time video, electronic whiteboard and other functions for visitors on pages, apps and other channels, and provides video recording, playback, routing, forwarding and other management functions. In terms of technical options, we need to pay attention to the following three key points:

1. Effective integration with all media customer service

all media communication, multi-channel interaction and unified operation management have gradually become the focus of the construction of the customer service industry. Video customer service should be a part of the all media customer service system, which can realize unified route allocation and operation management with, text, network audio and video, and support a variety of commonly used routing algorithms

regular customers first: assign the conversation initiated by the visitor to the customer service who received the visitor last or the customer service who received the visitor the most times

load balancing distribution: new sessions will be given priority to customer service with high idle rate

random assignment: the new session will be randomly assigned to any customer service

assign customer service: assign the session to a designated customer service according to business rules, such as assigning visitors to a fixed customer manager

skill group allocation: according to the business rules, the sessions are respectively assigned to the skill groups that meet the rules. It is also tested under the load of 1200 C for 4 hours without failure

vip user assignment: assign the sessions marked as VIP users to the established customer service or skill group

2. Effectively integrate with the existing business system

considering that the system construction of call center and enterprise business application system (core business, CRM, work order, etc.) has been completed, video customer service needs to provide a fast and simple integration method to effectively integrate with the existing system, such as iframe and restapi

iframe page integration: complete the integration of customer service platform and business system through page nesting, which is simple and convenient

restapi integration: the restapi channel of the customer service platform supports the creation of multiple rest associations. Each rest association can be used as a channel for data sharing or message exchange between the customer service platform and a business system of the enterprise, so as to quickly realize data synchronization, exchange and sharing between multiple systems

3. Main technical indicators

support existing mainstream platforms: support the request of video customer service from a variety of terminals, such as PC page, terminal H5 page, mobile app (Android, IOS)

have the ability to initiate video communication in text conversation

support smooth docking with the call center to achieve interoperability

video call requires stable quality, and the code rate and frame rate can be dynamically adjusted according to the network situation

under the condition of average network quality, the system can capture high-definition pictures to achieve compliance and avoid risks

it has good compatibility with Web mode and can quickly realize integration (plug-in free)

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