Overview

SnapCall is a customer engagement tool, primarily focused on enhancing the customer experience via video-based solutions. The tool is designed to provide different means of interaction, particularly through SnapCall Assist for asynchronous problem resolution, SnapCall Instant for real-time engagement, and SnapCall Booking for scheduled calls.

The primary features include the ability for customers to illustrate their issues to support teams through video clips, and the opportunity for support teams to join live video calls with clients without any required setup.

By integrating video clips and live calls into an existing workflow, customer issues are visually clarified for support agents. This direct visual representation of issues in their real context effectively minimizes back-and-forth communication and expedites problem resolution.

SnapCall leverages AI-powered video analysis, which interprets visual data into understandable action points, further helping customer support teams to deliver timely solutions.

The tool is designed to seamlessly integrate with popular platforms such as Zendesk, Salesforce, and ServiceNow. It also offers robust data protection and client privacy safeguards through encrypted video and data storage.

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Initial release

November 28, 2023

Initial release of SnapCall.

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🇫🇷France

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Pros and Cons

Pros

Video-based problem resolution

Asynchronous and real-time engagement

Scheduled calls feature

Minimal setup for calls

Detailed customer issue visualization

Minimizes back-and-forth communication

Actionable insights from visuals

Seamless integration with popular platforms

Enhanced data protection

Encrypted video and data storage

Asynchronous problem resolution

Real-time customer engagement

Client issue video clips

Interactive live calls

In-tool workflow integration

Visual issue description

Rapid problem resolution

Integration with Zendesk, Salesforce, ServiceNow

Client privacy safeguards

SnapCall Assist, Instant, Booking

Video responses feature

Automatic responses tool

View 17 more pros

Cons

Requires high-speed internet connectivity

Heavy reliance on video-based solutions

Possible client privacy issues

Limited to certain platforms

May not support all devices

Complicated for non-tech-savvy users

No provided offline support options

Needs setup for new integrations

No mention of multi-language support

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Q&A

What is SnapCall?

SnapCall is a customer engagement tool that enhances user experience via video-based solutions. Its primary aim is to facilitate better interaction and problem resolution.

How does SnapCall enhance customer experience?

SnapCall enhances the customer experience in multiple ways. It allows customers to detail their issues through video clips, thus providing a clearer understanding of problems to the support teams. It also facilitates live video calls between customers and support, minimizing back-and-forth communication and quickly resolving issues.

What are the key features of SnapCall?

Key features of SnapCall include video clips and live video calls for clear visual representation of issues, AI-powered video analysis that interprets visual data into action points, and seamless integration options with platforms like Zendesk, Salesforce, and ServiceNow.

What is SnapCall Assist?

SnapCall Assist is a feature aimed at asynchronous problem resolution. It allows users to record and send videos illustrating issues at own convenience, thus improving response times and problem-solving efficiency.

What does SnapCall Instant do?

SnapCall Instant is a feature that facilitates real-time customer engagement. It enables support teams to join live video calls with customers instantly, providing critical real-time support.

Can you explain what SnapCall Booking is?

SnapCall Booking is a feature that allows scheduled calls between customers and the support team. It provides a structured schedule for interactions, ensuring that problems are addressed in a timely manner and at convenient times for both parties.

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How does SnapCall integrate with existing workflow?

SnapCall seamlessly integrates into existing workflows by enabling video clips and live calls. It transforms the way support teams understand and resolve customer issues by allowing visual representation of problems in their actual context.

What is the role of AI in SnapCall's video analysis?

AI powers SnapCall's video analysis by interpreting visual data into actionable points. This ensures a better understanding of customer issues, helping support teams provide more timely and appropriate solutions.

How does SnapCall ensure data protection and client privacy?

SnapCall ensures data protection and client privacy by encrypting video and data storage, safeguarding sensitive company data and simultaneously ensuring the privacy of client interactions.

How does SnapCall integrate with platforms like Zendesk, Salesforce, and ServiceNow?

SnapCall provides seamless integration with platforms like Zendesk, Salesforce, and ServiceNow. This allows it to fit directly into existing workflows, thus enhancing efficiency.

Can I schedule calls with SnapCall?

Yes, calls can be scheduled with SnapCall through the feature SnapCall Booking. This ensures timely interaction between customers and support.

How does SnapCall assist in real-time customer engagement?

SnapCall assists in real-time customer engagement through SnapCall Instant which facilitates instant live video calls with customers, providing immediate assistance to them.

Do customers require any setup to join live video calls on SnapCall?

No, customers don't require any setup to join live video calls on SnapCall. With just a click they can join a call, ensuring real-time support.

What are the asynchronous problem resolution options in SnapCall?

In SnapCall, asynchronous problem resolution is facilitated through SnapCall Assist. This feature allows users to record and send video clips detailing the issues they are facing at their convenience, which support teams can then address as soon as they receive the videos.

How does SnapCall facilitate problem resolution using video clips?

SnapCall facilitates problem resolution using video clips by allowing customers to visually represent their issues within their real context. This not only minimizes back-and-forth communication but also leads to quicker resolution as support agents get a clear understanding of the situation.

What does the AI-powered video analysis in SnapCall entail?

The AI-powered video analysis in SnapCall interprets the visual information in the video clips into understandable action points. This enables the support team to extract key takeaways from customer videos, providing clear direction and facilitating fast and efficient resolution.

How does SnapCall's video-based solution improve the customer support experience?

SnapCall's video-based solution improves the customer support experience by enabling direct visual understanding of issues, thereby expediting problem resolution. By integrating video communication and AI-powered video analysis into the support workflow, it reduces communication hassle and significantly speeds up issue resolution.

Is there a trial period for using SnapCall?

Yes, SnapCall offers a 14-day free trial. Users can sign up without the requirement of a credit card.

How can I record and send video clips of issues to the support team via SnapCall?

Users can easily record and send video clips of issues to the support team via SnapCall. They simply need to capture their problem through the platform's recording feature and then send it directly to the support team.

Are all interactions on SnapCall encrypted for client privacy?

Yes, all interactions on SnapCall are encrypted for client privacy. This safeguards the confidential interactions between customers and the support team.

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