Crave Instant Video is the first purpose built instant video service solution for businesses
We have compiled some best practice guidance to ensure you get the most out of your solution.
Best practice guidance
If you are preparing to use Instant Video for the first time, please ensure you have the following in place:
ACCESS: Ensure you have your businesses Instant Video URL link, along with your unique username and password. If you do not have one please ask your internal Instant Video champion to contact Crave.
CONNECTIVITY: Ensure that you have a working headset (if you are in a communal space) and camera. If you identify any issues, please contact your internal IT representative before logging onto the Instant Video portal to troubleshoot.
SETTING UP: We recommend that you configure your name as you would like it to be displayed the caller - in line with the rest of your businesses representatives.
TRAINING: Your internal Instant Video champion will be able to provide training on the use of the solution based on your organization’s standard operating protocols. If you would like to arrange additional training or have a question in relation to functionality, please contact Crave Support via our Instant Video link or by sending an email to support@craveinteractive.com.
Setting the scene
In preparation for taking your first call of the day, use the portal to check settings and check how you will appear to the caller.
CAMERA: Check your camera position is optimized for video calls by ensuring that it is placed just above your eye level and angle it slightly downward, ensuring that it is not mounted higher than your hairline. This will prevent your image from becoming distorted.
BACKGROUND: Our Instant Video solution includes a background blur as standard, however we recommend that you check what is around that may be taken by the camera as a focal point when moving.
LIGHTING: Use natural light where possible, but make sure it’s not directly behind your desk. If this is not practical consider how you can face your lighting as this will create a silhouette effect and avoid dimming your face.
Technical checks
Before you make yourself available to take calls, we recommend a couple of final checks.
Check that your volume levels are up on your laptop and headset (if using) and ensure you are showing as online, and that your colleagues can see you are online.
Set your status to AVAILABLE and remember to be yourself and have fun.
General usage guidance
There are a few housekeeping things to always remember when preparing to take calls during your day:
STATUS: Make sure you use the AVAILABLE and AWAY status’s to reflect your readiness to take calls as appropriate. Always consider updating your status whenever you are in a meeting or will be away from your PC for more than 5 minutes and remember to change it back when you return.
BE READY: Make sure your headset is plugged in at all times (if you are using one in a communal space) so that you are ready to answer calls in a timely manner.
LISTEN OUT: Be alert to potential calls coming through using the visual and audio aides provided.
TAKE NOTES: Have the means necessary to take notes or messages if appropriate from the call.
Leave a message
In the event that all team members are assisting other guests or it is out of hours, guests have the option to leave a message.
Depending on your organisation, it is important to ensure that these messages are monitored and dealt with as part of your normal operating procedures.
The team at Crave will help you set up your system so you have appropriate messaging functionality set-up for those times when you are unable to answer calls.
Using UTMs
By adding UTMs to your URLs, you gain complete visibility into the clicked links, enabling you to identify the exact source of each click.
This will help you identify where each call is coming from, as you can use unique identifiers for each link you put out to the public.
With Instant Video, creating unique URLs becomes effortless, whether it's for different web pages, email campaigns, or even business cards.
To specify the source or campaign for each URL, simply follow this format:
These UTM parameters can be added to any Instant Video URL and will automatically appear on the call-receiving screen, providing valuable insights.
Taking a call
When taking a call, it is important to know what to identify on your screen.
CALL GROUP: Agents can be assigned to multiple call groups, so you can identify on the bottom left-hand of the screen which call group the video call has come via.
SOURCE: If UTMs are in use for source, you will see this identified next to the call group.
CAMPAIGN: Similar to the above, the UTMs for campaign will be shown next to the source UTM (if applicable)
WAIT TIME: Shown next to the campaign field, you will see the length of time the customer has been waiting. All calls should ideally be answered withion 20 seconds.
Transferring a Call
If you need to transfer a call to another agent, or want to invite another agent into your call, it could not be easier.
Simply tap the available agent from the Agents list, and press Invite to Call.
This will send an invite to the agent, and they will be pulled into the call with you and the customer.
If you then decide to leave the call, the call will remain open with the new agent and the customer
FAQs
We have pulled together some FAQ information, however should you have any questions please reach out to a member of the Crave Video Services team using the link below.
I do not have a password
Ask your internal Instant Video champion to contact Crave Support via support@craveinteractive.com to request access credentials for you and to set you up on appropriate Call Groups.
My password isn't working
Reach out to Crave Support via support@craveinteractive.com who will be able to assist you.
Why am I not receiving calls?
Check that you are logged into the Instant Video portal and that you have set your status to Available. If you are still not receiving calls, please contact your internal Instant Video Champion to ascertain if you have been added to all relevant Call Groups.
I cannot hear the caller
If you have successfully been communicating with guests via Instant Video , it may be they have not given microphone permissions on their personal device.
In these circumstances we recommend that you use the chat function to communicate to ascertain if you can resolve the audio issue and/or whether their enquiry can be dealt with via chat.
Why is there a pause when answering and before seeing the caller?
The Instant Video solution is configured to incorporate a small built in delay to enable you to prepare to answer the call and ascertain where the call is coming from (e.g. repeat user) before finalising the link.
How do I get refresher training on the use of the Video Services solution?
You can schedule a call with the Crave support team via clicking the below link or sending an email to support@craveinteractive.com and we would be happy to assist.
I put a caller on hold and lost them, can I call them back?
As the customer has placed their call via their web browser, there is not a way to call them back if you lose the connection. Therefore we advise to take all customer contact details at the start of the conversation.
Speak to the team
Our team is always on hand to help with any content requirements you may have, so please do not hesitate to contact us.
Via phone:
UK: +44 (0)330 403 0144
US: +1 877.778.7621
Via Instant Video
Start an Instant Video call with the Crave team now and speak to a member of the team available to handle any of your queries!
-1.png?width=1920&name=Minimalist%20Cream%20Orange%20Gym%20Features%20Comparison%20Chart%20Graph%20(1)-1.png)
