Live Support (powered by Kandy™) is a state of the art customer service application that allows users to communicate with an expert to resolve product questions or obtain help directly from the business’ website.
When you visit a Live Support enabled website, there is a “contact us” (or other similar name) button that presents different departments and/or options. Upon making a selection, the website will allow you to choose a means of communication (chat, voice or video). The Live Support application is then launched automatically to provide a direct connection to the right representative. No need to get frustrated with convoluted IVRs or recorded instructions.
You will know your position in the queue (if all the representatives are busy) and once your session is established, you will be connected with the selected representative over a multimedia session that provides the following features:
* 2-way video — expedites issue resolution and provides a more personal conversation
* 2-way chat — allows sharing of URLs, textual information, images and files
* Camera selection (back or front camera) —allows the agent to see what you see and help you with step by step guidance
* Screen Sharing — allows the agent to share the screen to provide videos, manuals, diagrams or other type of supporting aid during the resolution
Note: This application requires the support service provider to have a Kandy Live Support subscription to allow agents to handle incoming support requests. Live Support’s real time communications capabilities (chat, video, audio, screen sharing, etc.) are provided by GENBAND’s Kandy cloud solution. You can find more information about the entire Live Support solution at http://livesupport.kandy.io