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SnapCall configuration guide
Introduction to SnapCall Clip
Introduction to SnapCall Clip
Hamza Abaelgarch avatar
Written by Hamza Abaelgarch
Updated over a week ago

Customer support is all about clear communication and efficient resolution. But sometimes, text descriptions fall short, leaving room for misunderstandings and delays. That's where SnapCall Clip Links come in, empowering both you and your customers to leverage the power of video for a more streamlined and effective support experience.

Results You Can Expect

  • Enhanced Customer Satisfaction (CSAT): Clips provide a clearer picture of customer issues, leading to faster and more accurate resolutions.

  • Reduced Resolution Times: Visual evidence eliminates the need for lengthy back-and-forth communication, getting customers back on track quicker.

  • Improved Agent Efficiency: Clips enable agents to grasp issues faster and provide more targeted solutions, maximizing their time.

  • Increased Customer Engagement: Clips empowers customers to actively participate in the support process, fostering a sense of ownership and collaboration.

Use Cases for SnapCall Clip Links

  • Technical Issues: Customers can visually demonstrate software glitches, hardware malfunctions, or installation problems.

  • Product Defects: Recordings showcase physical damage or product behavior, allowing for swift replacements or repairs.

  • Warranty Claims: Clips simplifies the warranty claim process by providing concrete proof of product issues.

  • Unboxing Experiences: Customers can share unboxing experiences, helping identify damage during transit or missing components.

  • Before & After Comparisons: Clips can showcase the state of a product before and after a troubleshooting attempt.

The Impact of Video in Support

  • 15% Increase: The average increase in CSAT reported by companies using video-enabled support

  • 40% Reduction: The potential decrease in support resolution times with video

  • 73% of customers prefer video as a communication channel for customer support

How to Get Started with SnapCall Clip links:

There's a different way of using Clip, one of the ways would be for example via the Dashboard, here's how to do that.

1. Agent-Initiated Clip Links (SnapCall Interface):

  • Login: Access your SnapCall dashboard.

  • Generate Link: Click "Create Link" and choose "Record Clip."

  • Delivery Options: Select "Copy Link" for pasting into chat conversations or emails, or enter the customer's email for direct delivery.

  • Customization (Optional): Add a personalized message to the link before sending.

2. The same result can be achieved from Zendesk as well, however the process is slightly different. Here's how to do that.

  • Install App: Ensure the agent is logged in , and the SnapCall Zendesk application is installed within your workspace,

  • Generate Link: Within a Zendesk ticket, click the SnapCall icon and choose "Record Clip."

  • Delivery Options: Opt to email the link directly or copy it for insertion into the ticket notes.

  • Automatic Linking (Optional): You can effortlessly link streams with tickets, seamlessly associating recordings with specific issues. Additionally, for added convenience, you have the option to utilize the console located at the top right as an alternative method.

3. Not only the agent, the customer can initiate a video call or start recording if your organization would like to give users such option. Here's how to achieve this result. 

  • Integrate SnapCall: Integrate SnapCall services with your chatbot platform. Here you can find how to do that.

  • Enable Recording: Configure the chatbot to offer customers the option to initiate a video recording. SnapCall can be embedded within the Zendesk Messaging widget however we support any chatbot that is able to handle API calls. 

  • Seamless Capture: Customers can request and record videos directly through the chatbot interface without agent involvement.

4. If you don't have a chatbot, there's no need to worry as we've got this covered. Thanks to our SnapCall public page, each organization can generate a webpage from where clients can request video calls or record media. The page has a unique URL, meaning you can install that in a button of your website. Here's how to add Clip to the Public Page. 

  • Create your public page: Design a customizable web page using the SnapCall dashboard. Here is how you can do that. 

  • Enable Recording: Activate the "Record Clip" and/or "Screen Recording" options for customer use.

Share the Link: Integrate the public page link into website buttons, FAQ articles, or email communications.

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