Embedded Online Calls and Chats in Your Mobile Apps

Did your company already have mobile applications for Android and iOS? If the answer is yes, we recommend extending the app's capabilities by adding support for embedded calls and chats to ensure seamless customer communication with your contact center directly from the app. In addition to viewing the company’s products, services, promotions, and offers, a client can easily reach customer support from the app interface by selecting the preferred communication channel: call or chat. With one click, customers can call or message to ask about topics or issues that interest them. Thanks to embedded calls and chats in the mobile application, the company can get closer to customers and interact with them more effectively. How does it work?

Webitel Mobile SDK is a technology that allows you to add and activate call and chat options within an application. Webitel provides special data libraries for integration with your mobile app. So, all customer requests from the app land in a separate contact center queue and are distributed among available agents as incoming calls and chats in the Workspace application, a software environment for agents on Webitel’s platform. Therefore, you have several options: create a separate team to handle customer calls and chats from the mobile app, or assign request processing to the main team. All customer service scenarios and distribution rules can be pre-configured in the Admin section of the Webitel platform.

Capabilities of the ‘embedded calls from mobile app’ functionality:

• call initiation by the client;

• call hold;

• microphone and dynamic options;

• sending DTMF signals with pre-configured IVR.

During a conversation, the agent can plan various tasks concerning the customer: schedule a call, send information by mail, place an order, register a request, etc.

Possibilities of chats, integrated with the mobile application:

• sending and receiving text messages by the customer and the agent afterwards;

• sending and receiving media messages (files and images) by the customer and agent;

• viewing message history.
  

During or after communicating with the client, the agent can save conversation results via a post-processing form and schedule a series of interactions with the customer.

With the support of online calls and chats in the mobile application, customer communication becomes faster, more accessible, and more effective. User interaction levels up: the company receives an opportunity to present its products and services, and, at the same time, substantively communicate with customers, increasing the brand rating and consumer trust. Our clients, leading financial companies, banks, and retailers, already gain benefits and grow their business with connected calls and chats in their mobile applications. Would you like to test the functionality of online calls and chats in your mobile application? Let’s get in touch and schedule a free video consultation about embedded communication capabilities.