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.

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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?

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

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.  
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Topics: VoIP, WebRTC, App Integration

4 Mobile Apps Improving Campus Safety

Posted by Meredith Schmidt-Fellner on June 7, 2017 at 3:13 PM

Safety on school campuses is the primary concern for students, faculty, and parents nationwide. Heightened concern about security due to various high-profile incidents drives the demand for different technologies to enhance campus security and crisis reporting. Various apps have come to market to provide better real-time communications with a number of interesting features for both emergency and non-emergency situations.

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Topics: TACTAL, App Integration

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