Perspectives by i-Comm Connect

Elevate your Omnichannel Presence with Voice Escalation for Live Chat Applications

Posted by Meredith Schmidt-Fellner on January 30, 2019 at 3:47 PM

Omnichannel is necessary for providing great customer service

Customers use a variety of channels to contact customer support representatives, including chat, phone calls, social media, email, web forms, and more. Offering multiple channels of communication, or an “omnichannel” solution, is important for businesses to please different customer preferences and those engaging with multiple devices throughout the day.

According to a study by the Aberdeen group, companies with extremely strong omnichannel customer engagement retain on average 89% of their customers, compared with 33% for companies with weak omnichannel customer engagement. The two most popular common of real-time customer support are live chat and phone calls.

Read More

Topics: App Integration, TACTAL, Customer Service, Live Human Interaction, Chatbots

Uber’s Customer Experience Without the Price Tag: Real-Time Communications for Your Business with the Right CPaaS Solution

Posted by Meredith Schmidt-Fellner on January 16, 2019 at 1:42 PM

In the fall of 2018, Uber announced a proprietary in-app communications solution that allows riders and drivers to communicate directly through the app via VoIP. As data is typically less expensive than a cellular connection, particularly when traveling internationally, users can save money by placing a VoIP call within the app instead of a traditional cellular call.

A smooth and safe pick up is key to Uber’s value proposition, so they developed a way for users to maintain a user’s privacy while ensuring voice and text communication are available within the app. Uber solved a specific communications problem of theirs with large-scale development costing millions of dollars. They were able to protect their bottom line, improve the customer experience, and continue to grow globally through their in-app communications initiative.

But, what if you are a company that wants to improve customer communications and don’t have the spending power of Uber? Is there anything you can do?

Read More

Topics: App Integration, VoIP, TACTAL, Click to Call, Customer Service

i-Comm Connect Selected to Speak at TC3 Summit Oct 17-18

Posted by Meredith Schmidt-Fellner on October 9, 2018 at 3:56 PM

New York, NY (10/9/18)— i-Comm Connect is excited to announce that President, Rob Griffen, and Chief Technology Officer, Mark Anderson, will speak at the premier telecommunications event, TC3 Summit, hosted October 17-18 in Sunnyvale, CA.  The TC3 Summit is an annual event that brings together telecommunication carriers, vendors, and startups to develop partnerships and discover the latest in innovative communications technology.

i-Comm Connect was selected out of over 100 applicants to pitch their innovative contextual calling product, TACTAL, on stage to a panel of telco judges and conference audience members. The flagship product uses cutting-edge WebRTC technology to converge web-based customer communication and secure, real-time data transfer into one innovative application. i-Comm Connect will also be hosting a demo table in the Juniper Aspiration Dome for event attendees to follow up about TACTAL.

Read More

Topics: Events, TACTAL

TMC Names i-Comm Connect a 2018 Communications Solutions Products of the Year Award Winner

Posted by Meredith Schmidt-Fellner on August 14, 2018 at 11:46 AM

TACTAL Recognized for Exceptional Innovation for the Second Year in a Row

New York, NY (8/14/18)— i-Comm Connect is pleased to announce that TMC, a global, integrated media company, has awarded our innovative call center solution, TACTAL, a 2018 Communications Solutions Products of the Year Award for the second time in a row.

TACTAL utilizes next generation WebRTC technology to improve customer service and reduce operational expenses. The solution provides secure, web-based calling and data transfer to provide more a personalized, efficient customer experience. Simultaneously, TACTAL provides significant savings for the business on their telco costs and reduces the amount of call hand-offs through more pointed contact.  

Read More

Topics: TACTAL, WebRTC

TACTAL Reduced Customer's Telco Expenses by $.29/min

Posted by Meredith Schmidt-Fellner on July 25, 2018 at 2:57 PM

Global car rental company, Auto Europe, saw the immediate cost-saving and customer satisfaction benefits of adding an instant call button to their website.  

Read More

No Service? WebRTC and VoIP calling: the Key to Transforming Communications at Music Festivals

Posted by Griffin Adair on June 7, 2018 at 11:40 AM
Along with a recent boom in streaming services and connectivity between the music industry and their fans, music festivals of all kinds have seen a   revival in the past few years. Consequently, m usic  festival  safety has  grown into a major concern among parents and concertgoers alike. Due to the large  crowds  of people, disorienting layouts, and loud environment, the ability to stay in touch with a group or companion of some kind is integral to ensuring a safe and comfortable viewing experience for all  patrons . Should one get separated from the group, their safety  would be realized with  a simple call or text to the rest of the group  to  reconvene.  
Read More

Topics: VoIP, WebRTC, App Integration

The Importance and Challenges of Parent-Teacher Communication

Posted by William Bass on June 4, 2018 at 10:14 AM

To be an effective teacher it is essential to create an open line of communication between both students and their parents. Parents can offer information about the student’s context at home that may be affecting classroom behavior and performance, otherwise difficult for teachers to understand. By comprehending the whole picture of a student’s life outside the classroom, teachers are able to more effectively educate.

 

Additionally, open communication avoids awkward or hostile parent-teacher conferences in which the parent is caught off guard by a report that their child is not performing well. In the New York Time article, How Important Are Parent-Teacher Conferences?, New York City middle school teacher Luis Jose Vilson talks about how important it is to keep an open line of communication with parents in order to establish a positive relationship. He states, “As long as I’m doing my job and checking in with her on the phone, meeting her face-to-face seems easy.”

Read More

Topics: Click to Call, Live Human Interaction

Transforming Customer Service in the Travel Industry - a Continued Study of AutoEurope

Posted by William Bass on May 22, 2018 at 3:07 PM

To stay ahead in the travel industry, it is essential to connect with a global population and to be able to provide your customers with first-rate service from anywhere in the world. TACTAL by i-Comm Connect provides top-of-the-line customer service by offering 24/7 online calling with just one click through any internet connected device. 

Read More

Topics: Customer Success Story, TACTAL, Travel Industry

Connect Better.

A Blog about Customer Service, Telco, and UCaaS.

i-Comm Connect is committed to helping businesses connect better with their clients. We believe in the power of live, instant communication to attract, close and retain loyal, satisified customers. 

Join our community of customer-centric entrepreneurs and receive our latest content on technology and innovation in the customer service industry.

Subscribe for email updates.

Recent Posts