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Video Engagement Channel: For a True Omnichannel Experience


There has been a digital shift with consumers choosing alternative channels to connect with the brand or seek customer support. Customer engagement is no more confined to traditional channels like voice or emails, its time for omnichannel customer engagements. And today we are going to talk about one such channel – VIDEO! There is no doubt that having face to face help solves the issue faster and with a higher satisfaction level – even if that is done virtually.

Video – One Piece of an Omnichannel Customer Experience

According to a PWC Report, the number of companies investing in the omnichannel experience has jumped from 20% to more than 80%. Similarly, according to Adobe, companies with the strongest omnichannel customer engagement strategies enjoy a 10% Y-O-Y growth, a 10% increase in average order value, and a 25% increase in close rates. All this data reinforces the need for brands to work towards delivering an omnichannel experience – and video as a channel is one piece of this puzzle. Using a Live video chat platform can be a way to boost customer service and support.
You can easily convert your inbound customer requests into a video call to offer live video chat and improve the overall customer support experience. For instance, when your customer service reps are having a live chat with the customer about some payment-related issue and the executive needs to verify the invoice,  they can convert that chat conversation into a live video chat. By doing this, they can verify the authenticity of the document in real-time while providing the solution there and then.

Some of the key features of a complete omnichannel solution powered by video channel are:

  • Smart on-call options: Transfer, mute, confer
  • Collaboration tools
  • Maintain a record of every conversation
  • Adding notes and call disposition for every call
  • Actionable insights using channel-wise reports and monitoring tools
  • Single view of the customer

Video Engagement for Businesses

Let’s have a look at some of the use cases of video as a communication channel.

1. Video KYC

Completing KYC is a critical step in the customer onboarding process for banking and financial institutes. Being able to do this over a video call makes a lot of sense as it reduces the costs as now organizations don’t have to send their agents in the field to complete the KYC process. With a Video KYC Solution, the organizations can increase their KYC completion by more than 90% as now, the time taken to do so is significantly reduced from days to mere minutes. Additionally, having multiple channels to followup and send timely reminders add to reducing the drop-offs.

2. Recruitment

Another sector that can benefit from the video channel are the recruitment agencies. They can conduct video interviews, onboard new recruits remotely while having a single view of all the job aspirants on a single screen. Moreover, the Live video chat platform can also help with following up with job aspirants about scheduling the interview, assessments, and/or documentation purposes.

3. Telemedicine

Scheduling an online doctor’s appointment and having a video call as a way of e-medical consultations can help the healthcare professionals cater to the patients effectively while having the complete patient history on their screens. This arrangement is particularly more useful in today’s time when the world is dealing with a pandemic and it is not advisable to venture out to hospitals unless absolutely necessary. Video conferencing can be a great tool to resolve this problem.

4. E-Counselling

Now, counseling can take various forms – one can do it for education or work prospects or can also have a psychological counseling session. Either way, the counselors can deliver one-on-one personalized consultations over a video call. They can also collect feedback, send smart reminders, etc – all of this at a reduced cost as opposed to in-person sessions.

In Conclusion

Having Video as a communication and support channel is particularly helpful when both parties cannot physically be there. For instance in case of a disaster or a pandemic like the COVID-19. In this situation when there are lockdowns and neither the people should nor want to visit the banks, shopping malls, or basically any high-density public place, this virtual assistance via a video call is a blessing to ensure the business continuity while maximizing customer satisfaction.

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