SAN FRANCISCO--(BUSINESS WIRE)--TokBox, the live video, real-time communications (RTC) company, today announced an integration that is built on Zendesk, Inc.’s leading cloud-based customer service platform. The integration is supported on both Zendesk Support and Zendesk Chat, and is the first live video integration for Zendesk Chat. This is also the first third party marketplace integration for TokBox, as TokBox continues to expand its Video Chat Embed offering making it easier for users to integrate live video into their services.
Zendesk customers can now access the TokBox app integration on the Zendesk Apps Marketplace, an extensive third-party marketplace with over 600 apps available to install. The TokBox integration provides Zendesk customers with the ability to escalate live text chats to live video instantly, without leaving the Zendesk environment, for an omni-channel experience. Customer service agents can also use screen sharing through the TokBox application for Zendesk to empower a see-what-I-see use case, enabling an engaging customer support experience.
“For agents to transfer an interaction directly to live video, without leaving the current environment, provides a seamless, user-friendly experience that attributes to brand loyalty and customer satisfaction,” said TokBox CEO Scott Lomond. “TokBox is excited to join the Zendesk Apps Marketplace. The integration with Zendesk is one that will help many of our existing customers, as well Zendesk users who are seeking a live video solution for richer customer engagement.”
Companies interested in seeing how TokBox works with Zendesk can visit the Zendesk Apps Marketplace to view the application, read a description and learn how to install it.
This integration supports a growing trend in live video continuing to serve a range of industries, including customer service. “Live video has proven to bring a more personalized level of customer experience to remote service communications,” said Lomond. “Not to mention, it also enhances brand loyalty and creates efficiencies in the customer service process. The biggest challenge within customer service is to deliver seamless in-context support so that live video has the greatest impact on customer satisfaction.”
For example, after a TokBox financial services customer implemented live video into their app to streamline customer service, they immediately began to see the benefits - both for business objectives and for their customers. This company previously relied on phone customer support to troubleshoot client issues, with an average call time of 14 minutes. After they implemented live video into their service, the average call time reduced by 65% to 5 minutes. At the same time, customer satisfaction scores increased substantially.
According to the results of the inaugural TokBox Live Video Maturity Study, 53 percent of those surveyed have either used or are likely to use live video to speak with customer service representatives from major brands. Some of the more popular use cases include pre-sales support, contact center inquiries, identity verifications and post-sales support.
TokBox, a Telefónica company, develops and operates the OpenTok Platform, making it fast and easy to add live video communications into online and mobile websites, apps and services. The scalable, customizable platform gives users the creative freedom to develop any video interaction, from one-to-one chats to large-scale broadcasts.
The first platform to incorporate support for WebRTC, OpenTok caters to enterprises, entrepreneurs and developers with powerful APIs and a global cloud infrastructure. OpenTok has been used to stream WebRTC live video in over 36,000 applications since 2013 for companies including Major League Baseball, Live.ly, Esurance, Royal Bank of Scotland, Valspar, Chegg, and Double Robotics. www.tokbox.com
Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Approximately 119,000 paid customer accounts in over 160 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in North Americas, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.