by OneMarketer

In recent years, digital customer service has evolved rapidly. It began with text—chats, social media messages, and forms. Then came rich media, such as images, documents, and catalogs shared in real-time. Yet, one element remains irreplaceable for quality human interaction: speaking face-to-face.

Today, this capability no longer requires scheduling an in-person appointment or asking clients to download additional applications. With Joint+, video calling becomes a natural extension of the conversations you are already conducting via WhatsApp, Instagram, or LiveChat.Video

Calling is No Longer Optional

The data is clear: on average, 35% of adults make at least one video call per month, a figure that rises to 40% among younger demographics (Source: Statista). Simultaneously, voice remains a critical channel for segments like the elderly, who value the connection of hearing a real person.

This raises a question every brand with digital support should ask: Is my operation ready to provide video support when the customer needs it?

Omnichannel strategy is no longer just about being present on multiple channels; it is about offering the right formats and language for each. The logical next step, following text and multimedia, is bridging the gap to real-time voice and video communication.

What is Joint+?

Joint+ is OneMarketer’s solution for establishing omnichannel conversations that go beyond text. It enables bidirectional voice or video communication, cloud-based session recording, and full traceability of every interaction, all integrated directly into the Social CX console.

Technically, it is a peer-to-peer (P2P) video calling engine embedded within the console: all audio and video traffic travels end-to-end encrypted between the two browsers—agent and client—with no intermediaries or external applications.

How It Works

The workflow is seamless for both the agent and the client

1. Video Call Invitation: The agent sends a link or video call template directly from a WhatsApp, Instagram, or LiveChat conversation.
2. Portal Access: The client clicks the link and accesses a video portal that opens in their own browser—no installation required.
3. Format Selection: Throughout the session, the communication mode can be set to voice-only or active video, depending on the support requirements.
4. Dynamic Layouts: Both the agent and the client can toggle the video screen layout in real-time.
5. Closure and Traceability: Once finished, the session is logged as part of the interaction history, available for subsequent consultation.

Everything happens without the client leaving the messaging app they are already using, and without the agent leaving their standard workspace.

No Per-Minute Costs, No Friction

One of the most significant features of Joint+ is its access model: video calling functionality is natively integrated into the Social CX console and is included within your active subscription. There are no per-minute or per-event fees for daily management.

If your operation needs to audit or save video sessions, cloud recording and storage add-ons are available on a pay-per-use basis. If you do not require this additional layer, the tool remains completely free for your teams’ daily use.Proven Results

Incorporating video into customer service is not just an experience upgrade; it directly impacts key performance indicators. According to Joint+ data:

• +15% in First Contact Resolution
• 73% customer satisfaction in video-based interactions
• -25% in average agent handling time

(These results are subject to contact management best practices and may vary by industry and operation.)

Use Cases: Where the Difference is Most Notable

The versatility of Joint+ is reflected in the diverse industries where it is already generating value:

• Banking and Insurance: Financial institutions often face challenges serving clients who require in-person identity validation. With Joint+, you can replicate the in-person executive experience—including assisted escalation—anytime, anywhere, via tele-banking or tele-insurance.
• Healthcare: Telemedicine benefits directly: patient consultations, image transmission for diagnostics, remote vital sign monitoring, and nursing call centers. The result is bringing medical experts to remote areas while saving time and travel costs.
• Retail: The salesperson becomes an advisor. Through tutorials and live consultation, you can guide VIP segments through product selection or digital service usage, covering both pre-sale and post-sale stages.
• Tourism: In a highly experiential industry, images and sound are key to supporting your offering. Joint+ allows you to share information about travel packages and destinations, and provide remote assistance to travelers facing accommodation or transport issues.

Management, Traceability, and Control

For administrators and supervisors, Joint+ offers full visibility into interactions:

• Access to cloud videos via the case history, with details for every session.
• Ability to request custom reports displaying all available videos, facilitating audits and quality monitoring.

Things to Consider

Like any solution, the base version of Joint+ has a defined scope: sessions are limited to 2 participants per room (agent and client), without support for group calls, and up to 5 concurrent video calls per client (tenant). Features such as warm call transfers, hold music, automatic escalation to supervisors, or screen sharing are not available in the base product, though they can be enabled through custom development.

For operations requiring greater capacity, personalized branding, AI-driven transcription, or more demanding SLAs (Enterprise or Gold), OneMarketer offers additional modules evaluated based on individual project needs.

The Human Element, Now on Every Digital Channel

Customer service continues to evolve, but the core objective remains the same: building trust and resolving needs as humanly as possible. Joint+ enables that human element—the facial expression, the tone of voice, the closeness of a face-to-face conversation—to be available on the same channel where your client is already engaging with your brand.

No extra apps. No per-minute costs. Without leaving WhatsApp, Instagram, or LiveChat.

Want to see how it would look in your operation? Let’s discuss how to integrate Joint+ into your Social CX console.