Confurr

Confurr is a video customer service platform, which augments your existing customer service functions of telephony, instant messaging and webchat with a video capability. The Confurr platform re-uses already existing video platforms such as Teams, but crucially allows a meeting to be set up by a customer service agent very quickly, by just entering the customers mobile number into the platform, which then creates the meeting in the background. The user experience for the agent and the customer is seamless, and takes a matter of seconds, with no manual meeting creation required, nor emailing out of the link. Confurr allows customer service agents to seamlessly transition from a voice call or webchat to a video call, where being able to see the issue at hand allows improved customer satisfaction and reduced customer service cost. Importantly, Confurr allows the personal contact information of your agents, such as phone number and email address to be protected. Examples of how Confurr can add value are in Local Authority and Housing Association settings are where issues of damp and black mould can be instantly triaged and remedial action planned accordingly. Confurr can also be used by those providing facilities management and service support, where video might offer a first call customer query resolution, in particular, domestic maintenance functions, and emergency out of hours support, where the issue might be resolved without the need for a home visit. For example, being able to remotely bring a domestic heating system back into service. Confurr is also used by those for whom British Sign Language is a first language, and will allow them to converse with any contact centre, over the phone, through a BSL Video Relay Interpreter, providing equal access to customer services such as DWP, household utilities and healthcare providers. With Confurr it is easy to add these specialist services to your customer service function.