Bringing the Showroom to the Living Room

Bringing the Showroom to the Living Room

Our founder and CEO Aleks Gollu’s article “Bringing the Showroom to the Living Room” was published in Ford Minority Dealers Association‘s 2nd Quarter 2020 newsletter.

The New Sheltered Reality as Covid-19 Hampers Sales

As business gear up to open again this summer, we all know that as science prevails, the cases will peak again in the fall, and there will be a second wave of shut-downs. Even worse, all data shows that, while Europe has flattened the curve, in USA cases remain steady.

In this climate the average car buyer will be reluctant to go out and visit multiple dealerships. Rather, many will prefer to complete the transaction online and have their new car delivered to them.

This means, success for a dealership demands making eye contact with the car buyers online.

Video Call Platforms to Enable Customers to Video-Call a Dealership Online

Today’s car buyer is quite familiar with video calls. Most have celebrated a family relative’s birthday on Zoom.

The needs of a car buyer dictate that they make eye contact with the dealership when and where they want, not after many steps of setting up an appointment or after many a struggle with a chat-bot. The correct solutions enable the car buyer to start a video call with a single click on a link online, or a single scan of a QR-Code in a printed advertising.

Luckily, many vendors, such as Sincro Digital (formerly CDK), Condition Now (inspection reports) have already integrated such video call capabilities into their offerings. Other solution providers are expected to follow suite. Dealers can also ask their vendors when the video call features will become available.

11Sight has been the company that has developed the technology that makes these calls possible.

How to Use Video Calls to Stay in Touch with the Customer Every Step of the Way

The video call is an ideal call to action for many a print and digital marketing campaign.

The relationship starts while the customer is still researching a vehicle. The video call can be about vehicle features, a walk around the vehicle, or about hard to research questions like financing or affordability. During the call, the product specialist can find out the customer’s hot points, buy/lease, new/used preferences; through desktop sharing, configure the exact model and options the customer desires. Even some of the paperwork can start online to accelerate the time to cash.

Past deployments have shown that video-call initiated relationships are 3x more likely to result in a transaction and offer a better experience to both sides.

The relationship is easily maintained throughout the ownership lifecycle.

Please turn to page 21 of the newsletter below to see the article.

Video Calls and Customer Satisfaction

Video Calls and Customer Satisfaction

In today’s digital world, customer experience is changing rapidly. Customer experience is at the forefront when it comes to the selection of brands and businesses. Businesses that care about the user experience generally want to engage with their customers interactively and personally. At this point, communication channels such as video calling applications come into play.

The ease of use in a rapidly evolving world is of great importance to all technology users. Customers expect businesses to be extremely attentive to them and answer their questions quickly. Businesses now use video calling platforms to increase customer satisfaction and build trust in the brand to achieve customer support in a reliable and good way.

With video calling, the aim is to create good customer experience in existing businesses, and provide faster solutions to customers with fewer contact points. Instead of using channels such as email, phone and text, video calls have become a quick, easy and productive solution.

Voice and video calling technology is the perfect option for the customer experience today. 11Sight gives voice and video calling support for your customers, giving your customers an accurate and easy access.

Increasing Customer Satisfaction with Video Calls

Participation in video calls is one of the most popular technologies businesses have implemented to raise the customer experience standard. With video chats, the business understands the customer better, while the customer can easily explain their problem. In this case, the customer’s confidence in the brand is developing in a fast and positive direction. Study shows that; video chat satisfaction rate is 73%, compared to 61% for email and 44% for the phone. In this case, we clearly see how important video calls are to customer satisfaction.

Video calls have become a proactive channel for customer satisfaction by offering customers full-time solutions. The reason is that it quickly solves the problems that occur, responds directly to contact requests and provides tailored, personalized solutions to customers.

If you want to take advantage of voice and video calling solutions with 11Sight, build trust for your brand, and show your customers that you care about them, contact us with one click! Stay tuned for more of our articles!

The New Normal of Marketing

The New Normal of Marketing

Today’s customers are far more different than how they were before. Think of a person born in the 90s. How many marketing trends has he witnessed? Marketing trends change as people change. Actually it’s not people who are changing. It’s their expectations. 

 

If you’re familiar with marketing, you have probably heard of the Marketing Mix consisting of 4Ps: Product, Price, Place, Promotion. Even this Mix has evolved over years. 2 more Ps were added to this mix: Process and People, because, as customers, we love being connected and we want to be involved.  Furthermore, the 6Ps have also evolved into something else; 4Es (Experience, Exchange, Evangelism, Everyplace). Forbes contributor Daniel Newman said, “Every experience point is a marketing effort. Taken in that context, everyone in the company becomes a marketer.”

 

The concept of 4Es makes more sense for the new generation customers, as well as us, customers adapting to the digital world. Es replaced the Ps and there’s more to come. Electronic data-processing analysis, online communications, and search engine systems elevate and bring about the changes in marketing efforts.

 

Experience packed with Product

Regardless of what you’re selling, providing an experience is a must. Retail industry and the pandemic dual shows us the collapse of physical stores. People don’t have to go to the physical stores and shopping malls to buy stuff. They can compare prices, read reviews and make payments from their mobile phones. Why would they go to the store?

 

Companies need to focus on both physical and digital experience of customers. Customers want information fast and accessible. Some brands are changing their physical stores with “experience stores” and decreasing the number of employees. They need employees for the digital world too.

 

Our solution offers 1-click video calls on websites, or even on social media platforms. You share a link or integrate a button and customers can video call your sales or support team from their phones, tablets or computers. Hence, you offer products with a smooth experience and satisfy customers’ needs fast.

 

Price shifts to Exchange

Values of products and services mean more than money to customers and companies of today. Exchange is the whole value experience in which customers are involved. Starts with the engagement and goes on for a lifetime. Parts of exchange include time, knowledge, emotions and money. Exchange emotions using live communication tools and grow your community.

 

Evangelism replaces Promotion

When you engage your customers with the digital or physical store, do not only target selling the product. Offer a great experience, make it so great that customers will become evangelists of your brand. Old-school billboards and TV ads don’t work for today’s customers. Satisfy them and watch the word-of-mouth do its part. 

 

Place is too narrow. Let’s make it Everyplace!

Reach the customers wherever they are. Don’t lose your track, because so much emphasis on technology-enhanced customer interaction can distract companies. Create consequential and unforgettable experience with an integrated mindset.

 

Have you been thinking of a way to engage with customers and Exchange the Experience at Everyplace to make them your brand Evangelists? We have a quick solution. Check out 11Sight’s free offer and keep up with the digital world!

 

Sources:

https://brand24.com/blog/the-future-of-marketing/

https://www.forbes.com/sites/pamdanziger/2017/07/25/retailers-need-new-tools-for-marketing-forget-the-4ps-embrace-the-4es/#b145dcb6412e

https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/the-changing-face-of-marketing#

 

Security and Privacy

TLS

11Sight is providing an end-to-end secure communication channel based on TLS/SRTP. We are compliant with IETF RFC3711. We are encrypting all information (voice, real-time video, text, pictures, videos taken during the call) that is exchanged between the caller and callee.

Furthermore, since we are providing peer-to-peer connection, our servers are not in the middle of the communication stream and hence there is no vulnerability in the system, i.e., we are not decrypting the real-time stream in our servers.

It is important to note that no one can eavesdrop or record the video or voice call that is happening between parties aside from the callee. Caller can get a copy of the information, if they are a subscriber.

GDPR

11Sight information gathering and storage closely follows General Data Protection Regulation (GDPR). All call information belongs to the callees’ organizations and can be copied and deleted from our servers at their request. We are providing standard RESTful API for an organization to port all meta data pertaining to their calls to their own servers.

Since callers can be anonymous, they have certain amount of time after the call is ended to receive in-call information gathered by the system, i.e, pictures and videos taken, texts exchanged, etc.

Encryptions

An organization can request at rest encryption of all meta data that belongs to them or they can port the information to their own servers and delete them from our servers.

System Requirements (Interoperability)

Supported Devices and Browsers

11Sight native applications and web application works on most of the computers, mobile devices and browsers that have access to a camera and a microphone. In case we can’t access or find a camera and microphone, our system falls back to a text only session, ensuring a communication is established.

Below, you can find our interoperability matrix and platform specific functionality. 

Interoperability

CALLEE

 

 

C
A
L
L
E
R

 

 

 

 

Chrome – Firefox – Opera (Any OS) Safari (iOS 11+, MacOS High Sierra+) – Edge (Chromium)
iOS App (iOS 10+) Android App (Android 5+)
Chrome – Firefox – Opera (All but iOS) Video/Audio/Text Video/Audio/Text Video/Audio/Text Video/Audio/Text
Safari (iOS 11+, MacOS High Sierra+) – Edge (Chromium) Video/Audio/Text Video/Audio/Text Video/Audio/Text Video/Audio/Text
Android App (Android 5+) Video/Audio/Text Video/Audio/Text Video/Audio/Text Video/Audio/Text
Chrome – Firefox – Opera (iOS) Direct to Safari Direct to Safari Direct to Safari Direct to Safari
iOS App (iOS 10+) Video/Audio/Text Video/Audio/Text Video/Audio/Text Video/Audio/Text
Safari (iOS 10-, MacOS Sierra-) Text only Text only Text only Text only

 

Microsoft started to support WebRTC with its latest Chromium version of the Edge browser. Please click here to update or download the latest version.

Platform Specific Functionality

  1. Desktop sharing is available on:

Chrome and Firefox (both on MacOS and Windows, it is not available on mobile browsers)
iOS App

  1. Desktop call receiving is available on:

11Sight web application on Chrome, Safari, Firefox and Opera by keeping a dedicated tab open (both on MacOS and Windows, doesn’t work on mobile browsers)
You can also download our Chrome extension to get notified with a system notification.

  1. Call Recording:

In calls that are answered on Chrome, full video/audio call recording is available. In calls that are answered on iOS and Android apps, audio call recording is available.

  1. 11Sight video calls cannot be established on certain networks due to blocked ports.
    Some network administrators block access to VoIP ports. In these cases, the user should connect to another network or contact their network administrator. Please click here for more information.

  2. QR Codes/SMS Applications

Some QR Code scanners and SMS reading applications open the link in their application which only have limited browser capabilities. In some of those cases, 11Sight video calls will not work and we will ask the person to copy a link and open it in a supported browser.