Viddget

Viddget provides a B2B video chat solution designed to facilitate more personalized communication between enterprises and their customers. The company was acquired by Bambuser in September 2019, an operation that included Viddget's intellectual property, agreements, and employees. The firm's core offering is a one-to-one video chat platform that integrates directly into a client's website, requiring no software installation for the end-user. This service aims to improve customer contact center efficiency, with the stated goals of increasing conversion rates and customer satisfaction.

The platform is tailored for several key industries, including banking, finance, telecommunications, e-commerce, and travel. For the banking sector, Viddget offers functionality that essentially creates an online bank branch, enabling services like customer onboarding, and product guidance. It integrates with Know Your Customer (KYC) technologies, such as BankID in the Nordics and face biometrics, to allow for secure online customer identification. In e-commerce, the tool allows support agents to transition from text chat to video calls and co-surf with customers to guide them through the website. For telecom clients, the service assists in sales by explaining plans, managing baskets, processing online payments, and handling digital signage. The travel industry can use the tool for managing complex bookings that require more detailed assistance.

Viddget's business model is based on providing this technology to enterprises to enhance their digital customer journey. The platform is designed for interoperability, with APIs that allow it to connect with client systems like CRM, payment solutions, and e-signing services. Before its acquisition, Viddget AB and Viddget Holding AB operated with a focus on markets where digital identification was prevalent. One of its most significant clients was FirstBank, which utilized the platform for customer acquisition and upselling financial products like credit cards and loans. The technology is promoted as a way to increase conversion rates of assisted interactions by 10-30% and boost average order values by 25-35%. Keywords: video chat solution, customer engagement, live support, B2B software, digital customer service, online banking platform, e-commerce support, telecom sales tool, KYC integration, Bambuser acquisition