Bit6 Launches AssistHub, Enables Every Company to Deploy Live On-Device Customer Support
Available through the Zendesk App Marketplace or standalone to easily add live chat, voice, video and attachment capabilities to enhance the customer support experience
HOUSTON, September 23, 2015 – Bit6 (www.bit6.com), a communications-as-a-service platform provider, today announced the launch of AssistHub (https://assisthub.io/), a cloud-powered, real-time communications solution aimed at helping companies interact with their customers in a faster and more personal way.
Bit6's AssistHub is available through the Zendesk App Marketplace (https://www.zendesk.com/apps) or as a standalone solution.
Poor service experience is an epidemic. According to a survey by the Consumer Reports National Research Center, nearly nine out of 10 respondents had dealings with customer service in the past year, and many were unhappy with the result. The costs of these poor service experiences are enormous. The most recent American Express Global Customer Service Barometer found that 60 percent of respondents walked away from an intended transaction in the past year due to a poor service experience.
More and more customers engage businesses through their websites and mobile apps, but still have to deal with tedious Interactive Voice Response (IVR) menus and long wait times to get in touch with a live support agent. The customer support experiences are typically inconsistent and broken across a company's on-line and off-line touchpoints. Marrying real-time chat, attachment sharing, and voice and video calling capabilities with Customer Relationship Management (CRM)/helpdesk software is an ideal match when it comes to improving the overall customer service experience.
"We are excited to launch Bit6's AssistHub solution, which leverages WebRTC, mobile, and PSTN technologies to provide real-time communications like rich messaging, voice and video directly into existing web and mobile applications," said Alexey Goloshubin, founder and CEO of Bit6. "Pairing these real-time communications capabilities with Zendesk's helpdesk/CRM software unlocks the full potential of both solutions, providing immediacy, convenience and context to customer interactions."
Based on feedback from leading companies, online messaging, voice and video calling can lower operational costs, increase sales and improve customer satisfaction and loyalty. The American Express survey found more than two thirds of American consumers would spend an average of 14 percent more with a company that delivers excellent service.
Bit6's AssistHub makes it easy to integrate real-time chat and messaging capabilities directly into a company's website or mobile app, which benefits the people on both sides of the screen. Customers are happier because they experience quick, efficient and personal interactions. Businesses like it because operators improve productivity as they help multiple customers simultaneously and capture complete transcripts of conversations for audit and training purposes. This allows operators to help more customers and potentially capture more leads, resulting in more happy customers, more sales and more return visits.
The Zendesk App Marketplace is a gallery of apps and integrations that extend Zendesk's customer service platform. Before being added to this marketplace, Bit6's AssistHub solution was thoroughly tested and documented to ensure seamless integration and simple deployment with Zendesk. More than 52,000 paid customer accounts use Zendesk's products in 150 countries and territories to provide support to more than 300 million users in over 40 languages.
Bit6's AssistHub is built on top of the Bit6 communication-as-a-service platform that powers top mobile apps in iTunes and GooglePlay, and supports more than 3 million users in over 200 countries. Learn more at https://assisthub.io/.
Bit6 will be presenting and demonstrating AssistHub at the Integrate 2015 conference in Santa Clara, CA. Bit6 will be a presenter, talking about integrating real-time contextual communications in web and mobile applications, as well as a participant in the Integrate 2015 Startup Challenge. The conference runs from September 28-30, 2015.
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About Bit6
Bit6 (www.bit6.com) enables developers integrate communications into their mobile and web applications. By providing a real-time, cloud-based platform, developers can now easily add voice/video calling, texting, and multimedia messaging capabilities as a feature to their applications. Bit6 technology powers top mobile apps, connecting millions of calls and texts all over the world. Based in Houston, Texas, Bit6 is a division of Voxofon.