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4 new features to improve your digital customer journey

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Kristen Gray

With the rise of on-demand, virtual service making clunky digital processes very apparent, field teams are thinking more critically about their customers' digital journeys.

Virtual service allows for more context and personalization, which creates better experiences for both customers and employees.

Our team has launched a bunch of new features this month to make your digital customer experience more seamless! 

Screen sharing

ICwhatUC’s users now have the ability to share a screen, application window, or a browser tab. Their customers can not only view these windows, they can also easily swipe between the shared window and the video session.

This allows for improved communication around products and services, and enables an easier transition to purchase from a virtual session. 

technician view

customer view

Virtual backgrounds

Service experts using ICwhatUC now have the ability to add a branded virtual background or blur their background while they are in a session with their customer.

This allows our users to maintain a professional appearance and adds another layer of privacy when working from home. 

Zoom and flashlight

Service experts using ICwhatUC are now able to zoom on their customer's camera, and remotely turn on their customer's phone flashlight.

This helps to improve visibility in-session without extra effort on the part of the customer.

*Note: these features are currently only available on Android devices.

Thank you notes

Customers can now leave a thank you note for the service expert after the session is finished, which will be available to view in their workspace alongside the recorded session video. This gives field teams a valuable insight into customer sentiment, and is a helpful data point when preparing for future interaction with customers.

customer view

sessions table view

Smarter service, anytime, anywhere

Using a purpose-built virtual service platform creates a more seamless experience for customers, service experts, and management. In-session features make it easier to solve issues remotely, and the data captured can be used to better understand your customer journey.

 

For more information on how our virtual service platform can work for your specific needs, speak with our team.

Support your customers remotely at their time of need

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