Why Video Chat Can do a World of Good to Contact Centers

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In recent times, “Omnichannel engagement” has been grabbing the attention of organizations and contact centers alike. Many brands have implemented Omnichannel concepts in their organizations, but only a few have fully embraced it. Many have failed to optimize the true potential of Omnichannel engagement. However, with the pace of companies introducing new channels of communications (kiosks, sensors) – one particular channel has gained significance in delivering True Omnichannel Customer Experience – Video Chat.

Gartner predicts that more than 100 of the 500 largest global businesses will introduce video-based chat by 2018 for customer-facing interactions. “Video chat provides customers with a richer sense of presence, personalized experience by helped coordination of communication and the support of emotional expression, and the real-time sharing of content,” stated Brian Manusama – Research Director at Gartner. And, if the software is armed with a recording tool, the supervisors/managers can examine each video interaction to see whether contact center agents are being empathetic and emotionally responsive to customers.    

Video chat can be used in various ways to improve customer experience. For instance, they can be incorporated with FAQs as visual answers on the website for getting messages across clearly. Customers will relate better if actual people are featured in the videos. Considering that videos appear in 70% of the top 100 search result listings and that viewers are 64-85% more likely to purchase a product after watching a video, it is surely one powerful content marketing force that companies cannot even dream to ignore.

Mobile applications too have made it easy for customers to interact with companies. Apps enabled with video support have provided customers the option of video chatting with customer support representatives and thereby, get issues resolved quickly. Consequently, customers will not have to explain what’s wrong with the product, and the agent also need not try to comprehend. What could previously be heard can now be seen. What previously could be explained can now be demonstrated.

While most industries are adopting video support at a faster pace, making it a competitive differentiator, startups need to explore the nuances of video as a service channel and whether it fits in the contact center strategy.

Customer support today is more robotic than ever, but the presence of video support softwares can change that.

Few Benefits of Video Customer Support Software are:

Personalized customer experience:In the world of omnichannel communication, customers find it pretty convenient to get the desired services. Adding video support tools to these services will take contact center technology to new heights. There are numerous occasions where a customer would want a video chat support so as to better understand the do’s and don’ts while using a product. At the same time the contact center support can also excel towards delivering superior customer service.

Enhanced real-time support: Customers who regularly encounter issues while using a particular product find it hard to visit a physical service store. In such cases they either use the product in a wrong manner which increases the chance of defection, or they might even stop the usage of product adding to the ratio of increased dissatisfaction. However, with the help of video support customers can experience live demos, search down various other options, and understand how to fix the issues with the help of real time support.

Streamlined communication: Video chat have the strongest impact on sales and customer satisfaction. With video chat, organizations can now ensure streamlined and instantaneous communication. Mobile apps equipped with Video chat Software are being widely used to easily initiate a video call through the application or website. Agents can also ensure seamless handover from self- to live service and escalation from chat to video. With video calling, customers also have the option to schedule a callback on the mobile app or web UI in case of nonavailability of agents.

Increased first call resolution rate:  Organizations that have excellent FCR rate stands high on customer satisfaction scores. With video communication, customers can now understand product’s features during a live demo that helps in eradicating unnecessary doubts. Video chat between customers and agents can help in better, faster and timely resolution of customer queries or complaints thus improving the bottom line of an organization.