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Video call experiences that 
simplify and improve customer communication.
 

 

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Our proven method to grow video as a new customer interaction channel

Learn how 93% of our customers exceed KPIs

Video calling for customer interaction offers new opportunities to create better customer experiences. To help clients implement this new channel in the right way 24sessions offers Customer Success services.

These services consist of 4 phases: Strategizing and planning, Onboarding, Launching and Adopting. Each phase has separate milestones and deliverables. 

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Strategize and Plan@2x

Strategize and Plan

The 24sessions Customer Success team works with our clients to fully understand their business goals and objectives. This enables us to strategize and design custom solutions with measurable KPIs.

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Business goals

Identify the most important business goals across teams.

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Customer proposition

Define the value 24sessions can bring to your customers.

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Customer journey

Blend video calls in existing and new customer journeys.

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KPIs

Set the right KPIs for all teams involved, e.g. managers, agents, business units.

Customer Success - onboard@2x

Onboard

During onboarding, our Customer Success team introduces your team on how to use video as a new customer interaction channel. We assess the current state of both soft and hard skills and develop a custom onboarding program accordingly.

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Technical implementation

Configure and setup the 24sessions platform. Do thorough testing and validation.

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Integrations

Assess the need for integrations with core systems such as your CRM or customer contact solution.

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Infrastructure

Setup dedicated video call rooms and select the right hardware to facilitate agents in creating the best video calling experiences.  

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KPIs

Mix of soft skills and hard skills. Live training, e-learning. Technical training, Soft skills, Coaching.

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Launch

Change doesn’t happen overnight. That’s why onboarding is followed by the launch phase to activate teams to put theory into practice.

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Jumpstart

Kickstart first video calls during selected launch days.

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Process integration

Based on initial results we integrate video calling into the core work processes and KPIs.

Adopt and Optimize

Adopt and Optimize

After initial successes are celebrated, our Customer Success team is focussed on long-term adoption. Our team is committed to share best practices, spot new opportunities for growth and track performance to make our clients successful.

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Performance Reviews

Keep track of KPIs and host Quarterly Business Reviews.

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Feature adoption

Share success stories and highlight features and ways of working in behavior-based internal campaigns.

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Technical integrations

Integrate 24sessions video calling within your omnichannel customer contact architecture.

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Traction

Accelerate traction by marketing the service to customers and agents.

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Optimizations

Proactively suggest ways to improve your business outcomes with 24sessions.

What’s great about 24sessions is that it’s so easy to work with. The way they implement video banking really motivates our advisors. Besides software, their expert services help us to fully leverage this new channel on a large scale.

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Marjolein Sengers
Product Manager CRM at Rabobank

We collaborate with 24sessions on our advisory services because it’s really user-friendly, works in every browser and requires no downloads. It’s a great way to discuss complex topics like pensions and mortgages. Our sessions receive a 9,3/10 on average.

Robin
Robin van den Burg
Managing Director at Aegon Advisory

There is a growing demand to provide customers with a more contextual and personal experience. The 24sessions integration provides a simple and highly scalable solution for our customers to add video calling to their omnichannel strategy mix

Jaap Dijkhuizen Genesys Testimonial
Jaap Dijkhuizen
Solutions Consultant at Genesys
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Case-study Rabobank

Learn how our Customer Success team helped Rabobank implement
Video Banking to 3000+ agents

Rabobank Mortgages

Get in touch with our Customer Success team

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