e-commerce company, eWAY, is shaking up the delivery of business-to-business customer support in Australia with new video assisted chat service.
New and existing customers of eWAY will now be able to summon a real, live, human support technician face-to-face at any time or day of the year.
The video chat also enables two-way screen sharing, allowing eWAY Support Heroes to assist customers with technical questions.
Customers working from home in their pyjamas need not worry, the video-assisted chat is one way.
eWAY delivers online payments for 18,000 merchants globally, including Qantas and Westfield.
It has also leveraged relationships with Google and LiveChat to introduce the video service.
The video-assisted chat integrates with eWAY’s sophisticated workflow for sales and customer support ticketing systems, including Salesforce.
The company claims to be the only online payments provider in the world to offer 24/7 phone, web chat and now video-assisted customer support to businesses who accept payments online.
eWAY chief executive and founder Matt Bullock, said customer needs were changing as technology evolved, and this included businesses as well as consumers, where most of the innovation-push is focused.
“Video-assisted chat provides another way for our merchants and prospective merchants to get advice on how to grow and manage their online business," he said.
"When a customer sees an eWAY Support Hero, they know that it’s an expert there supporting them, not just someone in a call centre offshore relaying a message.
He said there was a tendency for software as a service (SaaS) providers and platforms to be faceless.
"At present, you cannot even phone, let alone LiveChat with another payment provider," he said.
“When I started eWAY 17 years ago I learned very quickly that customer service was everything.
"So much so that I’ve built my entire business model and team around it. We’re always looking for new ways to introduce customer-supportive technology.”
Any online merchant or customer service enthusiast can experience this video chat by visiting the eWAY websites and launching a LiveChat, where an eWAY Support Hero will send a secure link to commence a video-assisted chat.
The company has undertaken a brand refresh with the launch of video-assisted customer service, and a new website, logo and tagline.
The new website is geo-located for the provision of global services, and integrates customer web chat and video-assisted chat.
Bullock said the new tagline, ‘Easy, Helpful, Human’, was a reflection of how the company has always operated.
“I started eWAY in 1998 back before online shopping was even a thing. I paid a guy $50 to make me a logo, and we’ve had it ever since. But eWAY has grown into much more since then," he said.
“There are two core aspects to this business — a technology payments platform, and customer service. We’ve focused on innovating and evolving these components over the past 17 years.
"The refresh is just about articulating and communicating this better with our now 18,000 strong base of customers.