When it comes to customer service via voice channels, many people immediately think of solutions. Contact Center Traditional methods involve voice calls over telecommunications networks, either through analog or IP systems. However, with the relentless development of mobile applications, OTT software has emerged at a dizzying pace and is gradually becoming one of the most widely used communication channels. It is essential to grasp this trend and set up a customer service channel through OTT applications.
Content of the article:
1. What is OTT?
2. OTT system operation.
3. Why is OTT considered a trend?
4. Customer care with OTT.
What is OTT?
OTT (Over-The-Top communications) is a term used to refer to communication solutions on the Internet platform. It is often developed independently to perform communication functions or can be integrated into social media apps. Users and businesses use OTT applications for entertainment, communication, information sharing, etc.
OTT content is widely distributed.
- Video: Statistically, it is the most widely disseminated content. Popular platforms such as Netflix, YouTube, etc.
- Sound: Radio listening apps such as: Soundcloud, Podcast, Spotify, etc.
- Text message: Solutions that users prefer over traditional SMS messages fold 14 time in 2019. Such as chat applications from Zalo, Facebook (Messenger), Skype, etc.
- Voice over Internet Protocol: Voice or video call platforms such as Skype, Webchat, Zalo, etc.
How is OTT distributed?
Thanks to the popularity of the Internet, OTT is easily distributed to smart electronic devices. All you need is an internet connection and compatible hardware:
- Mobile device: Smartphones, tablets.
- PC: Compatible with most operating systems on personal computers and laptops.
- Smart TV: Smart TVs usually come pre-installed with OTT apps (such as YouTube), or you can install additional ones.
- Other digital devices: Apple TV, PlayStation game console, etc.
OTT system
How OTT applications work, see the image below:
Why is OTT considered a trend?
To answer this question, let's consider the practical benefits that OTT brings.
OTT applications and services are now widely used in society, including by business customers. OTT users can Save on SMS fees, voice call fees (Especially international call charges) and take advantage of advanced features such as Video Call, Conference Call and only need to pay Internet fees. In addition, businesses can also leverage OTT applications to create an effective customer service channel at a lower cost than traditional mobile customer service.
For you: Customer service channels are favored by online shoppers.
Users are increasingly using the Internet more, and they want to find a convenient, fast, and cost-effective way to communicate and get answers to their questions. OTT solves this problem, so meeting user needs will always be a top priority for many businesses in implementing customer care channels through Over-The-Top applications.
What are the benefits of customer care via OTT for businesses?
Reach customers more easily and through multiple channels.
The increasing use of OTT by users has also led to a growing demand for these applications to contact businesses. Users will contact customer service centers more often thanks to the savings on call costs.
Enhance the customer experience.
The fact that voice and video calling applications are increasingly integrated into entertainment apps, and especially shopping apps (e-commerce), increases the ability of customers to contact during the process of purchasing products/services. At the same time, businesses can answer/consult in parallel while customers are still on the shopping journey.
Video call is an outstanding advantage that cannot be ignored, in many special cases. Customer care via Video call will be much more effective than other forms, when the Agent can express facial emotions and body language better.
For you: Enhance customer experience
Cost savings.
OTT helps save costs for both users and businesses when contacting. This is a superior advantage compared to other customer care methods.
OTT is an opportunity for widespread exposure and convenient development for businesses that want to promote and diversify customer touch points, especially in the heyday of the Internet. The race to take care of customers through OTT applications in Vietnam is just beginning. Do you want to grasp the great benefits it brings? Talk to us about your business vision and let's build a customer care system through OTT applications today!
Bellsystem24-Vietnam
Vietnam's leading provider of smart customer service solutions.
