- Consist has developed and currently provides a comprehensive digital solution for virtual customer service rooms, with video calls that do not require installing an application.
- The virtual room combines digital communication solutions such as video calls, digital forms, omnichannel communication, chatbots, and more.
- The virtual rooms can be branded according to the organization’s overall design line – backgrounds, colors, logo, slogan, and other elements.
- The solution provides a comprehensive digital response for service and sales processes that require a face-to-face meeting between the organization’s representatives and customers.
Consist’s Virtual Customer Service Rooms
Today, organizational customer service operations require greater attention and compel companies to make adjustments to retain their customers. In marketing terms, this process of expanding and maintaining the customer base is called the “Customer Journey.”
To accompany the customer throughout this journey and provide an optimal customer experience, Consist has developed the Virtual Customer Service Room solution. Its purpose is to support processes that, among other things, require an online face-to-face meeting—without the need for the customer to visit the organization physically.
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Business Processes in the Virtual Customer Service Rooms
- Meeting initiation by representatives:
Organization representatives can initiate service meetings and invite customers by sending an SMS, chat message, or WhatsApp link to the virtual room.
- Customer-initiated meetings:
Customers can request a virtual meeting with a representative using a multi-channel interface according to their preference—for example, via the company website chat or Facebook page.
The room combines the following components:
- A video call component that allows holding service meetings with customers, job interviews with candidates, and conversations with business partners much more easily than before, without the need to install an app.
The virtual room can be branded according to the organization’s design guidelines in terms of background, colors, logo, slogan, and more! - Smart digital forms component via PB Digital
The virtual room integrates all the digital forms that the customer needs to complete, allowing them to do so conveniently on any platform—computer, tablet, or smartphone—and even collaboratively with the representative. The ability for the representative to fill out the forms together with the customer streamlines the process, prevents errors, and significantly enhances the customer experience. At the end of the process, the customer can sign the forms using their smartphone or computer mouse with Consist’s Doxi digital signature system.
Any document opened on the desktop is also displayed in the document folder, and multiple documents can be grouped together and sent as a package for a digital signature round with the participants in the room and others. - GLASSIX omnichannel communication component, which allows service and sales representatives to assist multiple customers simultaneously through various digital channels—WhatsApp, Facebook, Instagram, chat, SMS, and more. All interactions are centralized for the representative in a unified interface, enabling them to switch between customers and channels, share explanatory materials and guides, digital forms, and more.
With omnichannel communication, a single representative can serve multiple customers at the same time, significantly reducing waiting times, saving organizational resources, and greatly improving the customer experience. - AI-based smart bot component, both voice and text, which allows each department in the organization to create its own conversation flows—textual and voice. The bot greets the customer when they first contact the organization, collects the information needed for the meeting, and then sends a link directing them to the virtual room.