SnapCallTranslation site

What is SnapCall?

SnapCall is a smartCustomer SupportThe platform combines video messaging, real-time audio and video calls, and AI assistant functions to help organizations improve customer service efficiency and customer experience. Customers can visually describe the problem through video, screen recording or voice, and AI automatically transcribes and generates a summary, while recommending knowledge base articles, significantly reducing the round-trip communication.

SnapCall requires no additional installation, can be used by clicking the link, and can be seamlessly integrated with Zendesk, Salesforce, Intercom and other mainstream CRM systems. Compared with traditional work order methods, SnapCall can shorten the average processing and waiting time, improve the customer service team's handling volume and response accuracy, and is widely used in e-commerce, SaaS, finance, service industry and internal support scenarios.

SnapCall's main features

1. Video Messages (Clips)
   Allows customers to upload videos, screen recordings, or photos to illustrate problems; AI automatically generates text summaries and recommends solutions from a knowledge base; purportedly reduces the number of 46% average processing time, 68% customer wait timeand support 41% More work order processing.
2. Real-time audio and video calls (Calls)
   No need to install additional software, customers can click on the link to initiate an audio or video call. Compatible with desktop and mobile devices to enhance real-time communication efficiency.
3. SnapCall Assist (AI support tool)
   After the customer records the problem video, the system automatically transcribes and generates a summary, supports rapid understanding and processing, and significantly improves the efficiency of customer service response.
4. intelligent automation
   Trigger mechanisms can be set to automatically invite customers to submit videos, support self-service processes, and automatically escalate to manual service when necessary.
5. AI Driving Video Intelligence Analytics
   Automatically identify video content such as serial number, fault description and other information, and recommend knowledge base articles and response templates to help customer service first time to solve the problem.
6. Seamless multi-platform integration
   Embed directly into popular CRM tools such as Zendesk, Salesforce, Intercom, LiveChat, Slack, Kustomer, Zapier and more.

SnapCall Usage Scenarios

• E-commerce & Retail
  Customers try on clothes to give feedback on sizing/matching suggestions, or report malfunctioning electronic products, customer service can quickly determine the problem and respond.
• household product
  Customers explain appliance faults, missing parts, etc. via video, which facilitates customer service to diagnose and arrange treatment remotely.
• SaaS & financial service
  Employees report cloud service failures, or customers give feedback on financial account issues, and customer service understands and quickly handles them via video.
• Services
  Hotel/restaurant complaints, insurance/car rental process issues, food delivery omissions/errors, etc. can be resolved quickly via video or voice feedback.
• High-traffic venues and internal and external support
  Such as airports, theme parks, in-house IT support, etc. It can also be used for rapid problem reporting and support.

How do I use SnapCall?

1. Registration and Access
   Users register for a SnapCall account or install the SnapCall plug-in through the CRM platform to complete the basic setup.
2. Select a module to use
   • If the customer needs to show the problem, send Clips Video link;
   • For real-time discussions, you can initiate Calls Calls;
   • utilization Assist Automatically generate summaries to aid in rapid response.
3. Easy operation for customers
   Customers don't need to install the app, just click on the link to record a video, upload a screenshot or join a call.
4. AI Processing and auto-suggestion
   The system automatically transcribes, generates summaries, identifies key content and recommends knowledge base articles to improve efficiency.
5. Customer Service Team Response
   Customer service views the full context and responds quickly within common systems, escalating to live calls when necessary.
6. Automated process triggers
   Rules can be set to automatically send recording invitations or upgrade support levels to simplify the process.

Recommended Reasons

• Improve support efficiency and satisfaction
  Video conveys information more intuitively and reduces misinterpretation; AI-assisted processing improves response speed and accuracy.
• Seamless integration and lightweight operation
  No additional tools to install, support for mainstream CRM, a few minutes to get started, reduce the difficulty of deployment.
• Multi-modal input support
  Support video, audio, screen recording, text and other methods to adapt to the needs of various scenes.
• AI Intelligent Assistance
  Auto-summary and article recommendation functions allow customer service to grasp the focus of the problem faster and improve the first response rate.
• Increased team efficiency and cost savings
  Customer self-service video describing the problem reduces customer service back-and-forth and increases throughput without expanding the team.
• Enhance customer experience and brand image
  A fast, personalized and visual approach to support increases satisfaction and creates a modern customer service image.