By John Honovich, Published Sep 24, 2020, 08:45am EDT
Call up your integrator? Have someone come by the next day? Verkada is disrupting the slow and cumbersome technical support process by embedding live chat help directly into their video surveillance clients.
Inside this note, we explain why this is a significantly superior process, why it is beneficial to customers but likely to upset many integrators who will feel they are being disrupted.
****, ***** *** *** of *****. ********* ***'* like ** *** ** back *** **** **** you *** ***** ******* too ****...*** *** **** to *** *** **** was ******* ******** ** your ****.
* **** **** ********* with *** **** ******* of ***** ** ********* has.
**** * **** **** before, ****** *** ******** and *** **** ** doing ****** *** ****** to ****. ** * client **** **** * problem *** ** ** solve, *'** **** ** the **** ****** ***** other ******, ***** ****.
**** ****: * *** have * ******* **** someone ******* ”**********” *** they *** *** **** you *** ******* *** article?
***** ****, **** **** time ***.
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Comments (41)
Shannon Davis
**** **** *** ********* support ** *****. ****** them **** ** ***** snippet... **** ** ** part.
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Undisclosed Integrator #1
** ******* *** *** worked **** ***** ** the ***** *** ***** many ***** ** *** phone **** ******* ************ support *****, **** **** made ** *******.
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Sean Patton
* ***** **** ******* and **** ***** **** support ****** ****-****, ******* it *** *** ****** productive ** ** ****:
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Undisclosed Integrator #2
* ***** **** *** the ********* ** **** a *** ** ***** for *******. **** ********* get **** ** ******* from ******* ** **** video ** *** * credential **** **** *********** let ******* **** ** that. *** ***** **** the "****" ****** ** let ******* **** ** the ****. ** *** into **** **** ** were *******, ****** ******* to ******* *** **** service *** *** ******* personnel ***** *** *** much **** ***** ***** for *** ******** ******* they ****'* **** ** learn ** ********** ****** training ** *** *** of *** *******. * would ****** **** ** why **** ************* *** the ********** ** *** buffer **** *** ********. As ** **********, ** we *** ******* ***** repetitive "*** ** *" calls ** ******* **** it ***** ** * win.
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Alex Wasson
* ***'* *** **** disrupting *********** ** **** as **** ****** ***** to ***** ******. **** seems **** ****** ******* navigating *** ******* **** the **** ********* *** less ** ** *** service ****. **********, ** an **********, * ***** welcome *** ************ ** assist **** **** **** of ***********.
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Sean Nelson
09/24/20 05:48pm
******
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Undisclosed Integrator #4
* ***'* **** *** customers ****** *** ******* to *********** ******** **** the ************ *** **** support ****** ** ***** questions. ******* ***** **** is ******* ** ****** a *** ***** ** my *****. ** ** opinion ******* ****** **** can **** **** ******* the ********** ****** *******. However *** ****** ******* also ******* ** *** and *** *** **** product ***** ** * low ****** ***** ********* this ** * *** sell *********** *** ******. In *** *** * see **** ** ******* way ** ************ *** value * ******* ****** or ********** ****** ** the *****.
*** ******** ****** ***** down ** **** ** the ********** ** *******. Are **** ***** ** troubleshoot * ******, ****** panel ** *** ****** and ** ** ** determined ** ** *** are **** **** ******** an *** ******** ** the ******?
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Michael Gonzalez
09/24/20 09:45pm
* ***** **'* ***** they're ********* *** ***** to *** **** ***********, especially ***** *** **** majority ** ******* ****** I've *** **** *** be ***** ******** ** a ***** ****, ** long ** ** *** commissioned ********* ** *** first *****.
** ** ****, ** comes **** ** **** values. ** *** ***** providing **** ******** ********* that *** *********, *** you **** ***** **** being **** ** ******* themselves ******* ***** ****** and ***** ** ***** integrator, **** **'* **** easy ** ******* ******** like ****.
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Undisclosed #5
*** *** ************** ******? **** ****** ******* to ****, ****** **** invasive *** ******** ******.
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Undisclosed #6
**** ******* ******* ****** phone ******* ** *** customers - ** ** they **** *** ********** who ********* ***** ****** (if **** **** ***)?
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Undisclosed #6
******.
******** ** ********. ** my **********, ******* *** phone ** ****, **** the *** **** ******** they **** ** **** connected ***** *** ******* is ********. **** ****'* washing ***** **** ******* comments.
******** ************ ****** ******* has ****** ******* ** remote ****** ** ******** systems *** * **** time - ****** ****** manufacturer ******* ********* ***'*.
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Mike Matta
**** ********** - *'* the *** @******.
**-*** **** ****, ***, become *****-****** *** ********* that ********** ** *** cloud. ** ****** ******* should ******** ******** ***** own "************** ********" (*** support, ***** ** *********). There *** ** **** great ***** ********* **** Intercom, *****, ******* ****, Hubspot ****, ***. **** are ********** ***** ** get ******* ****. *** screenshot ******** ***** ***, in ****, ********'* ******* (intercom.io) *** **** ***** various ******* *** *** embed ** * ******* or *******.
** ******, ** **** a ********** ******** **** early-on ** ***** ** "Service ** * *********** advantage". *** ** *** areas ** ****** ** be **** ** *** Support. ** ****, ** made **** ********** ** the ******* **** *** 1 (*.* ***** ***) on *** ******* (***, iOS, *******, ***.). ** course, ** ***** **** email *** ***** ******* but ** ***** **** when * ****** ***** tries ****, **** ******* the ******** *** ****** hooked (~**-**% ** *** inbound ******** *********** ** via ****). **** ********* chat ** ** *** "can *** ****** **** me?" ******* **'* ****** than ****** ** ***** or **** *******. *** conversational ******** **** ****** chat ** *** ********** glue **** ****** ***** team ** *** ******* to ********** *** ********* with *** ********. **** means, ** *** "****" as * ****** - for *******, ******* *************, collaborating **** **********, ******* issues ** *** ***, Prioritizing ******* ********, ***. Behind *** ****** **** the **** *****, *** agent *** * "*******" where **** *** **** in ***** ********* *** escalation ** "******* ****", attach *********-**** ********/******/******/*** ***** on *** ****** ** the ************ *** **** can (**** ******** **********) understand ************ *** *** user ** *********** **** the *******. ** ***** product *********** ** ** know *** ******* **** initiated ****. *** *******, we **** *** **** video **** ** **** and *** ******** ******* issues *** ******** **** a ********'* ******** *** camera. **** *** **** functionality *** ******* **** is ***** ********* - in **** **** **** spend */* ** ***** time ******** ******* ******* (chats, *****, ******, *******, etc.) *** */* ** the ****'* **** ** focused ** ********* ******* - *******/******/******/*********** ******. ** a ****-****, *********** **** is ******** ** *** you ****** * ******* - **'* * ******** loop **** ***** *** build * **** "*******" for *********. ** ****** is ********** ** ******** more ** ****** * demo ** ******** ** action **** ** ********@******.****** *'* ** ***** to **** *** *** this ***** (***, **** if *** *** * competitor * ***'* **** showing ***).
** *** ******* - in ******** ** ******** every ****** ** *** users, ** ********** ** access-control ***** ****** "******* Mode" ***** ****** ** a ******** ******* *** data **, ** ******* off. ** * ******** wants ** ** **** control *** *********** ****** ******* **** "ON" *** **** ***** will ** ***** ****** to *** ******* ****'* going ** **** ***** perspective. **'** *** **** cases ***** ******* *** been ****** ** ******** or ********* * ****** incident *** **** *** almost ********* **** **** - ** *** ****** happy ** **** **** and ******** ** **** of *** **** ********* work. *** "******* ****" access ** ***** ******* and *** ** ******-*** once *** ******* ******* is *******.
*******, *** **** ** more ********, *** ***** that *** ********* ** over *** ***** ** when ********* ********* **** but ***** ** **** email. **** ***** ** be ****-****. ** ******, we **** ** *** to ****** **% ** chats ****** * *******, 24-hours * ***, *-**** a ****. ** *** generally ** **% *** the ********* *% ** typically ******* *-* *******. This ***'* * "*****" model - ** **** it **** **** ** scale (******* ** * great *******) *** **** to ***** ** *** train **** ****. ******* above ********* "****" - as * *** *****, we ******* ******** ************ in ****** - *** chat *********** *** ***** about ***** ************ *** 1/3 ******* ****** * 5-level ************ ***** ** Emojis (**** *** **** all *** *** ** Heart-eyes) - ***** ** say ** **** ** have **% ******* ***** or ***** **** *****.
***** *** *** **** - *** "******* ** a *********** *********" ** something **'** ***** * ton ** ***** ** at @******.
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Kris Tibbitts
**** ** ******* **********. I *** ***** *** same ***** ******* * simple ******* **** ** customers *** ******* ** through. *** *** ********** ridiculous ***** **** ***** cameras ****, * ***** charge **** **** **** for * ****** ****** and **** *** ******* to *** ** *** be *******. *** ********** can ***** **** **** or ***** ****. ** just ******* ** ** that ** *** **** want ***** ******** ***** to **. ** *** customer ***** ** **** to **** * *** or *** ** ***** to **** * *** better ****** ** * fraction ** *** ***** of *******'* *******, **** is * ****** **** they *** ****. **** is ********** *** "**********". That **** ** **** trying ** **** ** drama.
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