Confurr Cloud Video Customer Service Platform
Confurr is a video customer service platform, which augments your existing customer service functions of telephony, instant messaging and webchat with a video capability
Confurr allows customer service agents to seamlessly transition from a voice call or webchat to a video call, where being able to see the issue at hand allows cases to be instantly triaged and prioritised, the more severe cases then being expedited.
This enhances the customer’s experience, whilst at the same time saving costs of engineering visits, and ensuring that health and wellbeing are prioritised.
Importantly, Confurr allows the personal contact information of your agents, such as phone number and email address to be protected.
Examples of how Confurr can add value are in Local Authority and Housing Association settings are where issues of damp and black mould can be instantly triaged and remedial action planned accordingly.
Confurr can also be used by those providing facilities management and service support, where video might offer a first call customer query resolution, in particular, domestic maintenance functions, where the issue might be resolved without the need for a home visit. For example, being able to remotely bring a domestic heating system back into service.
Existing video platforms only offer entry via a scheduled call, the link sent out via email. For immediate customer service requirements this can be too slow.
Confurr streamlines the video interaction workflows between supplier and customer.
Confurr is web based, so there is no app download for agent or customer.
Confurr supports multiple routes of entry – SMS web link, quick code, Web, call queue, waiting room.
