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 Awarded 2018 TMC Customer Product of the Year 

Posted by Meredith Schmidt-Fellner on February 28, 2018 at 1:42 PM

New York, NY (Feb 28, 2018) - i-Comm Connect is excited to announce that TMC, a global, integrated media company, has named our product TACTAL a 2018 CUSTOMER  Product of the Year Award winner. The award recognizes vendors that are advancing the call center, CRM and teleservices industries one solution at a time. 

Read More

Topics: TACTAL, Customer Service

i-Comm Connect and WebRTC: The Future of Global Communications

Posted by Meredith Schmidt-Fellner on November 14, 2017 at 10:27 AM

i-Comm Connect is dedicated to transforming the customer service industry by harnessing the power of the latest communications technologies. Our patented VoIP calling solution, TACTAL, utilizes WebRTC to provide secure, instant calling for our clients.

What is WebRTC?

WebRTC is a collection of communications protocols and APIs (application programming interfaces) that allow for instant peer-to-peer connections over the internet in real time. The growing acceptance of this technology by industry giants demonstrates that we are early adopters of a technology shaping the future of global communications.

In September, Apple released major updates to iOS and Safari, including WebRTC compatibility, which makes TACTAL operational on all major browsers and smart-devices. All other major browsers had previously integrated WebRTC compatibility into their offering, except for a small plug-in necessary for Internet Explorer 11+, which is about 3% of the market. (To learn more about WebRTC browser compatibility, click here.) Because of the growing presence of WebRTC and real-time communications, i-Comm Connect continually improves and innovates our product to stay ahead of the market. 

Read More

Topics: WebRTC, Click to Call, TACTAL, Customer Service

What is Click to Call? How Has Click to Call Evolved?

Posted by Meredith Schmidt-Fellner on September 28, 2017 at 12:50 PM

The advance of communications technology such a Voice-over-IP and WebRTC has paved the way for more instant and effective customer-to-business contact methods. As the customer service industry adopts these various technologies, the meaning of the phrase "click to call" evolves alongside. There are several competing definitions of click to call and below we explore its transformation from a call back method to an integrated, web-based calling solution.

Read More

Topics: Click to Call, Customer Service, VoIP, Live Human Interaction

Auto Europe Receives Calls from 87 Countries Through Their Website with TACTAL

Posted by Meredith Schmidt-Fellner on July 27, 2017 at 3:03 PM

Technological advancements in the travel industry have allowed businesses to reach an increasingly connected global population. However, in order to deliver first-class customer service it is important to maintain secure and instant communication channels that adequately serve the needs of customers. 

Read More

Topics: Customer Success Story, Click to Call, Customer Service, Live Human Interaction, Travel Industry, TACTAL

How VoIP is Revolutionizing Communications in the Airline Industry

Posted by Maisie Silverman on June 12, 2017 at 12:12 PM

Over the past five years, there has been an increase in the deployment of VoIP systems in small, medium, and large enterprise businesses. As VoIP technology continues to evolve, companies have become more accepting of adopting this technology into their corporate and public networking areas.  A particular industry, which is just now rapidly starting to switch over to VoIP technology is the travel industry, specifically airline companies.

Read More

Topics: Customer Service, VoIP, Airlines, Travel Industry

Why Great Customer Service is Vital to Business Success

Posted by Maisie Silverman on June 1, 2017 at 11:24 AM

Providing exceptional customer service is vital to business success. To fully comprehend what good customer service is, companies first must understand the importance of customer service and why it is essential to making their businesses thrive. 

So, what exactly is customer service? 

Essentially customer service is the process of satisfying your clients from the very first moment they engage with your business, to well after they are longtime customers. The ultimate goal of customer service is to delight and satisfy your clients. Great customer service is about understanding the needs of different customers, both potential and current, by keeping promises and consistently delivering high standards. 

Read More

Topics: Customer Service, TACTAL

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