Last Updated on June 9, 2023 by Tony Fowler
We’re excited to introduce a brand new feature to the Re:amaze family! Say hello to Video Calls!
As businesses conduct more sales, support, and customer engagement online, being able to talk to customers face-to-face and in real time has become more important than ever before. And while live chat is a great medium for customer conversations, video calls can boost business-customer relationships in ways live chat cannot.
Video calls have been a quintessential tool for many businesses in the beauty, fashion, and jewelry industry where sales associates and support representatives can provide services such as live guidance, informational sessions, and custom shopping experiences. With Video Calls added to the Re:amaze platform your agents will be able to initiate an instant video call with customers while chatting to them.
How It Works
Video Calls in Re:amaze is currently an agent-facing feature only. This means your agents will have the discretion to ask customers if it would help to assist them through a video call. There will also be opportunities where customers may ask if it’s possible to assist them through video and your agents will have that capability at their fingertips in Re:amaze. However, customers may not initiate the video call from their user interface.
Agents will be able to click on “Start Video Call” to send the request to the customer.
Re:amaze Video Call Experience
When the video call is started, both the agent, as well as the customer will need to give browser permissions to access video and audio capabilities. Once connected, the agent and customer will be able to talk in real time!
The agent will have controls such as maximizing or minimizing the video, muting, enabling or disabling video, as well as hanging up the call.
All video calls will have the duration recorded and the data added to the conversation as events.
Agent Experience
Customer Experience
Enabling and Accessing Video Calls
Re:amaze Video Calls is available now for all users on Re:amaze Plus plans and is enabled by default, account wide.
If you prefer to disable the video calling feature for certain staff users please use roles and permissions to restrict access.
Questions or Feedback?
Re:amaze Video Calls is brand new! That means we’re looking for feedback, suggestions, and recommendations from all of you. If you have anything you’d like to see please chat with us or send us an email at support@reamaze.com.