Live Video Chat

[jcmatoskx]

Live Video Chat is the future and present of customer support.
A simple approach that allows customers to call you and chat with you LIVE straight from your website, share their camera, see you and what you are doing, potentially even sharing the screen, has a lot of potential.

[iamsivin]

Hey @jcmatoskx, We currently support live video chat through Dyte integration.
Here is a quick demo of how it works.
https://www.loom.com/share/a63fb066207b478d8a151ad3235a9eda

Let me now if need any help.

[jcmatoskx]

Awesome! I had no idea, maybe it should be included in the public features/home page of the website. thank you for clarifying, this has a lot of potential.
But is there any button or way for the customer to request/start a video call directly from the widget? that would be perfect

[iamsivin]

Awesome! I had no idea, maybe it should be included in the public features/home page of the website. thank you for clarifying, this has a lot of potential. But is there any button or way for the customer to request/start a video call directly from the widget? that would be perfect

Currently, we don't support it. Will plan it in a future release.
CC @pranavrajs

[tadweenuae]

chatwoot looks amazing but with out features of customer initiating call and book appointment is no use
https://www.consolto.com/ offers very similar feature

[pranavrajs]

But is there any button or way for the customer to request/start a video call directly from the widget? That would be perfect

@jcmatoskx @tadweenuae, Can you please share the use cases where the end-user starts the conversation directly? (Request might be fine). Since this is support, if there is more than one customer who starts the video call with the same user, it would be chaotic, right? Isn't it better when the agent schedules call based on their availability? Let me know.

[jcmatoskx]

@pranavrajs Here are all the reasons I can think of:

Our Specific usecase:

In our business we sell equipment that is related to DIY/building things or that needs a lot of support from us in order for the client to be successful with it (it is related with makers and 3D printing).
Because of this, often clients:
1- Do not know what to order from our website, they don't know what accessories are compatible with their setup or not so on a screen sharing call we can instantly clear their doubts for free while they get to know us personally, taking full advantage of the human reciprocity effect.

2- Users purchased and don't know how to use the product. They can call us on their phone and show through their camera what is going wrong and we can troubleshoot it on the spot. Currently we use VOIP but it doesn't have that power as it doesn't allow us to do this and view what the customer is viewing, they have to describe through words or we have to request them to send an email with a video or photos, effectively prolonging that ticket.

3- If the user presses the call button and no support agent is available or no one picks up the call, the user gets a choice to leave their name and phone number to get a call back as soon as we are available, or to contact through other methods (chat, email or whatsapp for example)

All of this means we receive constant calls daily from users. Our support it so dependant on calls that it actually one of the main reasons we have not managed to fully adopt ChatWoot because there is no VOIP support. Allowing users to call us straight from their phone on our website would be quite a game changer (although VOIP is still very much necessary)

Our biggest reason that is also traversal to all other websites:

Being one of the first online stores, websites in the world to give the option for users to have calls with 1-1 support and attention through video at any time they wish.
There are few stores and especially no competitors that allow such full transparency where a user can do this.
Even if a user doesn't want to take advantage of this, just the fact he notices in the widget he can get immediately on a direct call with one of our team, or if bellow every product description we have a big "Have any question? Talk with us right now, we will guide you for free!", just the fact he notices this he feels much bigger transparency and ease of mind knowing he can contact us at any time and a much closer connection to our store than to other competitors who would not have this option.

Our support is here daily answering chat messages, emails, phone calls. No one minds showing their faces even if the user would prefer not to show theirs. We could easily give an incredible support and create a special connection to the user that would guarantee he would come back for us just because of that.

[tadweenuae]

Dear Pranav, The case scenario is for consulting business, instead of having a regular phone call to fix appointment or inquire for a service that can be completely digital the customers are hesitant to chat and prefers a human call basically around MENA region thats how it works. so based on the agent available calls can be routed automatically same as round robin assignment and end up no pick up if none available. specially law firms, insurance companies, brokerage, dealers all require someone will call or video call and then represent company like virtual office or reception attached some pics for reference. If there is integration for 3cx or any open source voice and video api would be great

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On Thu, 20 Apr 2023 at 06:10, Pranav Raj S ***@***.***> wrote: But is there any button or way for the customer to request/start a video call directly from the widget? That would be perfect @jcmatoskx <https://github.com/jcmatoskx> @tadweenuae <https://github.com/tadweenuae>, Can you please share the use cases where the end-user starts the conversation directly? (Request might be fine). Since this is support, if there is more than one customer who starts the video call with the same user, it would be chaotic, right? Isn't it better when the agent schedules call based on their availability? Let me know. — Reply to this email directly, view it on GitHub <#6869 (comment)>, or unsubscribe <https://github.com/notifications/unsubscribe-auth/A7EB76F7EI4CB3HSI47I4PLXCCLI5ANCNFSM6AAAAAAWY7EETI> . You are receiving this because you were mentioned.Message ID: ***@***.***>