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Video call experiences that 
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Successfully scale video calling as a new customer interaction channel

Learn how our Customer Success team helps 93% of a customers exceed KPIs. Thanks to our proven model for growth. Discover our Customer Growth model >

CX video calling offers new opportunities to create better customer experiences. But in order to make client video calls a scalable success, you need the expertise to get adoption from all different stakeholders in your organisation. Our Customer Team helps you to professionally and successfully implement video calls.

The services we offer focus on driving both adoption and performance of video calling, to create a lasting business impact on the long term. Our Customer Success programme consists of 5 phases, and each phase has its own milestones and deliverables.

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Strategy & Planning

We work in close collaboration with our clients, so we can fully understand your business goals and objectives. This enables us to determine a successful strategy and flexible solutions with measurable KPIs.

Growth model

To determine the right strategy for our clients, we use a proven model for growth. The Growth Model consists of 10 different factors that influence both the adoption and success of CX video calling. Based on our Growth Model, we help you choose factors to focus on. We then base the rest of the project planning on these growth factors.

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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

Onboarding

During onboarding, we prepare your team for using video as a new customer interaction channel - not just technically, with guided training as well. 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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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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User training

During several user trainings we activate your teams and put theory into practice. We provide all users with a mix of live training, e-learning, technical training and ongoing coaching - teaching both the soft and hard skills they need to successfully start video calling.  

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Jumpstart

Start with your first client video calls during selected training days.

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Adoption

Change doesn’t happen overnight. That’s why our Customer Success program focuses on long-term adoption of CX video calling. Before 24sessions is rolled out, we sit down with you and all stakeholders involved to ensure full employee adoption of the new technology. Together we plant the seeds to make sure your organisation can grow video calling to its maximum potential.

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Process integration

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

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Manager support

On top of user training, we offer expert advice to managers. With a Manager Handbook full of best practices and during brainstorm sessions, we support managers and team leads in how to increase adoption of video calling amongst agents or advisors.

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Rollout

As soon your team has passed all user training, you’re ready to roll out CX video calling. We guide you during every step of the implementation process, both in technical integration and organisational change management.

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Integrations

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

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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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Increase traction

Accelerate traction by marketing your video CX service to customers and agents.

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Technical integration

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

Adopt and Optimize

Optimization

Our Customer Success Team actively consults you in how to scale out video calling to reach its maximum potential as a new channel for customer interaction. The sky’s the limit. We are committed to making you successful - by sharing best practices, spotting new opportunities for growth and tracking performance.

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Performance Reviews

Keep track of KPIs and host Quarterly Business Reviews.

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Improve outcomes

We proactively suggest ways to improve your business outcomes with 24sessions.

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.

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Jaap Dijkhuizen
Solutions Consultant at Genesys

The application of 24sessions is very easy to work with. No downloads are needed for candidates. The implementation went fast and the 24sessions Customer Success team is very flexible. Candidate satisfaction scores of video-interviews are consistently high.

loes
Loes Quinten
Manager Recruitment at PostNL

The technology and expertise of 24sessions helped us digitize our recruitment process to find the thousands of millennials we recruit yearly.

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Wilfried Poorthuis
Director at Spotta
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Case study Rabobank

Learn how our Customer Success team has helped one of the biggest Dutch bank
implement Video Banking for 5000+ agents. Download the case study here:

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Like to know more about our Customer Program?

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