Pick up the video call on the Intercom, Pilot syncs automatically. The customer interaction takes place on the Intercom provided, ensuring a more natural and ergonomic experience for the agent.
Pilot is the SaaS platform powering SkaLink. In perfect sync with your Intercom, it allows you to deliver high-quality customer service and keep track of your call center performance.
From their computer, your customers click on the SkaLink call button embedded into your website or app. With just one click, they are instantly connected to one of your available agents through a video call using our Webcall.
From their mobile, your customers scan the dynamic QR code found on their invoice, contract, or directly applied on the device you sold them. A video call is then initiated to your call center via our Webcall.
In agencies, train stations or other locations, install interactive screens from which your customers can initiate a video call. The large-format experience is immersive and effective. Ideal for banks, public administrations, train stations, and airports.
Your customers click on the specific SkaLink link you’ve shared via social media, sms or email. A video call is then initiated to your call center. Operates from any computer or cell phone, with no app to install
Outside of your customer service hours, your customers can leave a video message directly from their mobile or computer. Your agents review the messages and call back the customers, using the video Callback feature.
Your customers request a video callback and select an available slot on your calendar. Shortly before the callback, the assigned agent receives a notification and an invitation to join.
Offering a more natural interaction, video enables you to understand and resolve your customers' requests much faster and more quickly and effectively.
Get straight to the point: your customers share their mobile camera or screen, allowing you to see exactly their problem is.
Faster and more efficient request handling results in higher customer satisfaction levels, fostering loyalty and enhancing your brand's reputation.
SkaLink realtime translation AI allows your customers to express themselves in their preferred language while being understood by your agents.
For any customer, seeing an agent in person offers a far more human and reassuring experience than a simple phone call.
For the agent, visual interaction with the customer makes the relationship smoother and more engaging. Being more involved, they are able to deliver high-quality service.
Analytics and history by call center allow you to track your KPIs. Call transfers, categorization, note-taking, customer evaluation. Automatic video answering when your agents are unavailable.
Integration with leading CS/CMS software such as Odoo, Zendesk, and ServiceNow.
Video assistance means that your technicians don't have to visit the customer's premises every time: you drastically reduce your operating costs. Cherry on top, you're doing your bit for the planet.
Unlimited video telecommunications – no extra cost.
SkaLink video assistance is a high-level service you can resell as an option to your Premium customers.
One of our top priorities is the security and confidentiality of your data. This is why SkaLink servers are located in Western Europe.
SkaLink implements the DTLS protocol to manage encryption, authentication, and data channel integrity. SRTP protocol is used to encrypt audio and video streams.
No phone number is required for SkaLink to operate. It becomes fully functional in your call center in less than 20 minutes. Unlimited video calls included.
SkaLink provides lag-free 4K Peer-to-Peer video communication, featuring active ambient noise cancellation.
Traveler assistance · Humanize crisis management (delays, cancellations, strikes), ticket purchase and exchange, wayfinding instructions, practical information. Thanks to video, reduce request processing time and improve customer satisfaction (CSAT).
Customer support · Differentiate yourself from the competition by providing high-quality support services. Thanks to video, increase your first call resolution (FCR) rate and avoid unnecessary escalations.
Customer Service & Support · Instantly diagnose complex technical issues via video, increase your first contact resolution rate (FCR), and reduce the need for on-site interventions and resolution times.
Emergency calls · Quickly assess emergency situations remotely. Citizens can show you the live situation from their mobile (no app installation required), helping you prioritize interventions and better prepare field teams. This saves valuable time.
Citizen service · Simplify administrative procedures for your residents by guiding them through video. You can also send them forms or other useful documents. The result: greater proximity, fewer errors, and increased accessibility for everyone.
Customer support · Assess claims reported via video by your insured customers from their mobile devices, advise them on your offers and products, and conduct business meetings. SkaLink makes interactions more human, seamless, and transparent.
Technical support · Leverage video assistance to quickly diagnose your customers' network or hardware issues. Reduce technicians on-site visits, shorten processing times, and enhance the customer experience (CX).
After-Sales Service · Efficiently resolve issues reported via video by your customers from their mobile phones (e.g. product defects) and guide them in their choices, enhancing their loyalty and satisfaction.
Tourist assistance · Tourist offices, theme parks, and municipalities: with SkaLink's video calls and simultaneous translation AI, transform tourist visits into unforgettable experiences. Provide guidance, ticket purchasing and exchange, practical information, …
Customer assistance · Accelerate and streamline the handling of complex requests, such as claims, account blocks or personalized advice through live video assistance. Establish an immediate relationship of trust, and offer an innovative, secure and human-centric customer experience.
