With the global pandemic in hand, which has limited our mobility, customers are buying online more than ever before. Video is fast becoming a favorite way for shoppers and retailers to connect. Not only does it offer an easy way of sharing and digesting information, but it drives the website conversions by personalized assistance during the journey.
More and more retailers are forced to rely on prescheduled meetings facilitated via WhatsApp or other such platforms. Market forces are actively exploring an end-to-end solution that bundles all aspects of business engagement and provide a seamless experience.
KENT CamCall has come up with a highly advanced Live Video Call solution to drive website conversions. The application has tremendous potential and is set to revolutionize and improve customer assistance in the years to come.
We are fortunate to have interviewed Mr. Varun Gupta, the Director of KENT RO Systems Ltd., and learn about his journey, mission, and vision for the future.
In Conversation with Mr. Varun Gupta, Director at KENT RO Systems Ltd.
Here is an excerpt from the interview:
A warm welcome from SoftwareSuggest, Mr. Varun Gupta. Glad to have you back on our interview. Our readers are keen to know what is KENT CamCall and what prompted you to create KENT CamCall?
KENT CamCall is a revolutionary and the World’s 1st Video Call platform for websites that allows website visitors to get into a Live Video Call with your sales and support specialists just at a click of a button. It works without the need of a meeting invite and, moreover, does not require any app installation as it is supported on all modern web browsers across mobiles, tablets, and PCs.
Kent’s traditional business of water purifiers relies significantly on direct selling, wherein sales agents visit homes of prospective customers for a live product demonstration. This demonstration provides a deeper understanding of the product to the customer as well as an opportunity to experience the look and feel of the product.
However, Covid-19 pandemic increased customer’s reluctance towards home visits by Kent sales agents. Though the business continued to experience increased website traffic due to an uptick in health & hygiene awareness, at-home demo requests dropped alarmingly.
Moreover, movement restrictions imposed by the authorities did not allow the meager demo requests to be fulfilled. So, it made me think about the possibilities of a solution that could help provide virtual product demonstrations over a video call. That thought led to the genesis of the entire KENT CamCall solution.
How can the Businesses and Corporates benefit from using KENT CamCall?
KENT CamCall has a ubiquitous appeal for all website owners. Video is the future of business communication, and there are numerous advantages of using Video Calls over Voice Calls/Chat Bots on websites:
- Video calls drive higher engagement & better experience
- Personalized interaction results in better conversions
- Video communication leads to faster resolutions
Apart from website conversion, the tool can be used by numerous corporates for the following use cases:
- Offer virtual shopping to customers from the comfort of their homes
- Deliver world-class customer support with faster resolutions
- Provide remote assistance aided by visuals for installation and post-sales support
- Save money by performing virtual audits instead of in-person visits.
How will KENT CamCall help Customers with their requirements?
KENT is a feature-loaded tool that shall meet most of the requirements of a customer.
Some cool features for website owners are:
- UI Personalization
- Single line code for website integration
- Third-party integration with CRMs
- Invite a friend functionality for customers
- Real-time dashboards
Even for agents and call centers, there are plenty of features that make the product easy to use:
- Video call transfer
- Screen sharing
- Low bandwidth requirement @ 250 Kbps
- Video call monitoring & recording
- Video call ratings
- Mobile app for the agent
Data Security will be the major concern when it comes to SaaS products. How will KENT CamCall handle user info and provide optimum data security?
Data Security is a major concern for today’s customers and we at KENT take it very seriously. To reinforce customer’s confidence in the robustness of the solution, KENT Cam Technologies is ISO 27001:2013 certified. Our SOC attestation and GDPR compliance are also in the pipeline.
We are using 256-bit AES encryption (Advance Encryption Standard). It is an international standard that ensures data is encrypted/decrypted following this approved standard. It ensures high security and is adopted by various governments and other organizations worldwide.
Can KENT CamCall integrate with other core software with ease without any trouble?
KENT CamCall comes with out-of-box integrations with various CRMs via webhooks, APIs, and data connectors. The list keeps growing with time and customer requirements.
How do you see the digital transformation driving the customer experience and industries adapting to video-based interactions?
Pandemic has altered consumer behavior in numerous ways. Consumers are increasingly getting comfortable with video-based interaction as their professional lives are dependent on such interactions in a Work-from-Home setup. With such rapid adoption of video calls, both sales and support journeys can be transformed with a solution like KENT CamCall. Every website owner can deploy this solution as it is much superior to an audio call leading to higher revenues and exceptional customer satisfaction.
What new and exciting updates can we expect from KENT CamCall in the near future?
Our product management team has done a great job in narrowing down the initial set of product features benchmarked against call center solutions and live website chat tools. Over the last one year, we have been able to bring in most of the commonly used features such as video call distribution, multiple queue management, agent mobile apps, etc.
Therefore, the product fits the requirements of most small and medium-sized businesses. However, we are building custom features for enterprises as the scope and requirements are highly diversified.
Since the product has a global reach, we will be evolving to meet geography-specific requirements. We are working continuously to ensure that our platform is flexible and highly extensible to cater to a wide range of industries and customer bases.