Customer service agents frequently encounter situations where they must explain the same process or solution multiple times to different customers, which leads to inefficiencies and increased handling times.
Additionally, text-based communication can fall short when trying to describe visual or complex concepts, leaving customers confused and frustrated.
Because of this pain points, SnapCall introduces a new feature: Library. This feature enables agents to store specific videos in a dedicated space within their account, making it significantly easier to share these resources with customers whenever needed. Here’s a detailed look at the benefits of SnapCall Library and how it can enhance your customer support operations.
Easy to Share: With SnapCall Library, videos are stored in a dedicated space, allowing agents to quickly locate and generate shareable links. This ensures that valuable video resources are always at hand, ready to assist customers without the hassle of searching through disorganized files.
Each Video Can Be Accompanied by a Description: Agents can add detailed descriptions to each video stored in the SnapCall Library. This feature allows them to provide additional context, remarks, or instructions, making it easier for customers to understand the content and follow along.
Shareable Links: The SnapCall Library allows agents to generate links that can be shared with customers. These links can be accessed directly, meaning customers won’t have to download files or open another app, ensuring a seamless and convenient experience.
How SnapCall Library Helps
Scalability: By reusing stored videos, agents save time that would otherwise be spent creating new content for each inquiry. This efficiency allows them to handle more tickets and focus on resolving issues rather than repetitively explaining the same information.
Better Explanations: Traditional CRM systems often rely on text templates and canned responses, which can be limiting. SnapCall Library elevates customer support by incorporating video, making it easier for agents to visually explain complex steps, demonstrate product usage, and provide clearer instructions.