Improving Customer Service With Embedded Communications

  • 5 May 2017
  • By Sudhir Kumar

As brands are expected to compete predominantly on the basis of customer experience in coming years, it is one of the foremost tasks to ensure the efficient communication channel. One way to keep up with current customer demands is through live video customer support.

Live Video increases customer advocacy by as much as 58% - Convince and Convert. Embedded Communications can help you deal with complaints quickly and effectively.

Knowing and trusting that their favorite brands are available on the live video offers the ease and comfort that customers have come to expect in today’s high-tech world. Quick responses are proven to drive revenue for businesses.


  • 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. Source: American Express Survey
  • 89% of customers get frustrated because they need to repeat their issues to multiple representatives. Source: Accenture
  • 87% of customers think brands need to put more effort into providing a consistent experience. Source: Kampyle


Consumers Demand Live Video

Consumer behavior has also changed as a result of this increased interconnectedness. Live video is now a feature of the popular social media networks which has led to greater expectations when it comes to the capabilities of customer service providers. This is especially true of the younger generation, for whom ondemand, personalized help has become an expectation, rather than a luxury.


Consumers want an experience that resembles a real-life, human-touch conversation. Hence, it is crucial for brands to be able to integrate a support/service that offers their consumers with the opportunity to interact with a person in real-time.


Consumers want to be able to use customer options anywhere, anytime. Consumers want and expect the personalized experience of video chat on the go and on-demand – without any sort of latency or inconvenience.


Customer frustration leads to churn. Customer are more likely to share positive experiences with at least 6 different people. The challenge for companies is to offer high quality live video chat at scale - supporting hundreds to thousands of users.

Which Technology Is Right For Your Business?

WebRTC is a platform for enabling Real-Time Communications (RTC) – voice, video, and messaging - within browsers and mobile applications. It enables rich, high-quality RTC applications to be developed for a range of digital environment including browsers, mobile platforms, and IoT devices, and allow them all to communicate via a common set of protocols.

The GC-Collab Platform
GC-Collab Platform is a reliable and secure platform for embedding live video, voice, and chat into websites and mobile applications – with an ease. The scalable, customizable platform empowers the entrepreneurs and brands offer best communications experience, from one-to-one calling to large-scale broadcasts.

Benefits & Use Cases

Personalized Experience

Despite of offering same services/products, a real person with a smiling face wins customer over phone calls and email.

With the GC-Collab platform, brands can offer the best communication experience to their consumers – better than ever. Offer your customers what they want.

Real time communications from a real person is more comforting for consumers. It makes them feel they are receiving personal attention – thus helping your earn their loyalty.

  • get in-tune with your customers
  • maintain a harmonious and mutually beneficial relationship
  • offer human-touch connection with high-quality video calls
  • boost your brand credibility

Contextual and Intelligent Service

With On-Demand services capturing the market, the future of customer engagement is going to be “contextual”.

Here contextual defines the ability to pass metadata embedded in a call and be able to seamlessly use this information to better handle the customer experience.

With embedded communications functionality like that of GC-Collab platform, calls can be started at the touch of a button, immediately taking the customer to an agent who has all the context around the call.

In today’s on-demand world, contextual communications is mandatory to engage and support customers in a click.

  • Establishes stronger client-customer relationships
  • Boosts efficiency through automated workflow

Use Cases

Help Desk

Integrate easy-to-use, real-time customer support into your existing offerings with a one-click button empowering users directly to an always-available representatives.

Pre-sales Support

With live video, help customers make more informed purchase decisions – greatly enhancing customer satisfaction and reducing the number of returns.

Post-sales Support

Increase customer satisfaction by offering consistent, instant, and outstanding support when any problem arise with purchased goods or services.


GC-Collab is a high-quality real-time communications solution for embedding live video, voice, and messaging into websites and mobile applications.

Integrating the platform into your website or mobile application empowers you for offering better customer service experience, improved team management, and instant collaboration.

Core Features of GC Platform:

  • No downloads or plug-ins
  • Audio, Video, & Messaging
  • One-to-one & One-to-many calling
  • File Sharing
  • Whiteboard
  • Easily Note Making
  • Screen Sharing
  • Scheduling Meeting
  • Video Recording
  • Personalized Dashboard