Integration will take place within plussoft Omni CRM to enable video calls, humanize calls, in addition to streamlining and making customer service more assertive
Plusoft, one of the main human experience (HX) companies, announced a partnership with the Brazilian nuvidio, a startup specialized in video service, for the implementation of the video service functionality in the chat interactions that take place at plussoft Omni CRM.
With the functionality, customer service centers using the Plusoft solution will be able to receive the feature and make video calls, which have become a practice appreciated by customers. The solution humanizes customer service, streamlines and makes customer service more assertive and promotes an instant understanding of the customer.
According to the survey “Panorama de Mensageria”, published in september 2020, video calls increased from 55% to 63%, with 29% of this audience using video calls daily. This feature, according to the indicators, is gaining favor with people.
How it works?
With the partnership, customers who want to implement video service will hire the service from Nuvidio, while Plusoft will be responsible for the integration and display of the screen within the chat functionality present in plussoft Omni CRM.
Bruno Alves, Vice President of Innovation at Plussoft
“With the partnership, our customers will begin to personalize the service and improve the level of satisfaction in the midst of an important moment that still inspires care due to the pandemic and social distance”, explains Bruno Alves, Vice President of Innovation at Plusoft.
Companies that already have customer relationship management software will need to update the platform, while new customers will already have the possibility to integrate this feature into customer service.
On the side of the customer service team, activating the video feature will be very simple: the functionality will be available within the conversation chat that already exists in plussoft Omni CRM. If the consumer requests or accepts to make the video call, just click on the icon and authorize the activation of the camera to start the conversation, which will be recorded. It will also be possible to use screen sharing during the conversation.
Thiago Haddad, co-founder and CEO of Nuvidio
With the video service feature, companies from different segments can carry out actions that range from a product demonstration, answering questions in real time, to support to assess potential malfunctions and speed up the repair process. Not to mention the proximity aspect provided by a video conversation, which guarantees a more fluid and immediate communication.
According Thiago Haddad, co-founder and CEO of Nuvidio, the partnership with Plusoft will offer a complete platform for the company and simple for the customer, which will make the service more humanized. “Today, it is necessary to be where the customer is, so it is essential for businesses to expand communication channels. Therefore, we believe that, together with Plusoft, we will bring a lightweight technology that helps brands reach conversion levels close to those achieved with face-to-face interaction”, he says.
