Why Video Contact Centers will transform Customer Engagement after COVID -19?

The world after COVID-19 is unlikely to return to the world that was. The COVID-19 crisis has affected economies around the globe. It is permanently reshaping our lives as it continues to unfold. Trends in all spheres of life are getting impacted by the pandemic. Be it a basic habit of wearing a mask to using sanitizer, this pandemic has altered the way of our lives. People think twice before stepping out of their houses or socializing with anyone. 

How Covid-19 is a Pivotal Turning Point for Businesses? 

The COVID crisis is increasing risks for everyone around the world, but the change at this scale is also creating new openings. Changes are already underway in the global economy. Society as a whole is trying to build back better. Businesses have started to work on alternative solutions to fit into the post COVID world. Organizations in the health sector, educational institutions, counselors, banking institutions, etc are all moving towards digital transformation to thrive and compete in the post-crisis stage. This is especially true for digital interactions such as remote working, telemedicine, the BFSI sector, and e-learning. As the countries announced a lockdown, this drove enterprises to move to remote working culture. 

Factors leading to Surge in the Use of Video as an Engagement Channel

The health concerns and social distancing guidelines have limited the reach of the people. Common folks are considering video conferencing as an ultimate solution to connect. Social-distancing has lead people to move their social lives online. Live Video Chat Platform has gained a lot of traction throughout the corona outbreak.  In general, there has been an increase in the adoption of video conferencing to connect with friends and family as well as to play virtual games, or attend exercise classes. Companies are adopting innovative video chat software to get back to their client requests, remote workers, and employees. 

As per an article by Mckinsey on “Adapting customer experience in the time of coronavirus”; to strive and sustain in the post COVID world, businesses should move to contactless operations. Meeting the customers where they are through digital media while sitting safely in their respective homes helps build trust amongst the employees as well as customers. To know the customers more closely, businesses should tap social media to get instant feedback rather than surveys.

Future of Video Contact Centers

The emergence of COVID-19 is requiring that brands have to be agile in these fluid times. As the situation unfolds, customer engagement has taken on a new dimension in the COVID-19 world. Businesses have to move at a fast pace to serve their customers with quality while caring for their employees at priority. Brands are required to re-evaluate how contact center employees deliver quality customer experiences, and how digital channels can be used to leverage the customer journey. The existing communication channels of voice, bot, email, and chat operate in silos and break the communication, making it inefficient. Businesses are taking reactive measures to combat the crisis by connecting with customers through video calling in the contact center.

In a word with Economic Times about customer expectations in current times, Kashyap Vadapalli, CMO, Pepperfry said, “Customers are still wary to go out and interact with us in our stores. Even after placing orders online, customers have certain questions in mind. Managing the client’s expectations have become very important for us. We put a lot of focus on digital. Now all of the store consultants have started interacting with customers through video calls. Now, the big trend for us is addressing the customer’s concerns and doing that in a scalable fashion”.

How Video can leverage the Contact Center by Humanizing the conversations?

  • Video Chat Software for the contact center can improve digital sales by helping in building trust among the prospects with virtual face-to-face interaction.
  • With Video live chat customer service, real-time exchange of additional information can be done including with human gestures, helping the agents to address customer queries in lesser time.
  • Video chat customer support can help increase First Call Resolution and NPS with Screen Sharing and Co-browsing along with a video chat to real-time exchange of information in a private & secure session.

Following the need of the hour, the below-outlined organizations have shifted their focus on amplifying Video-Enabled Contact Center­: 

  • Educational institutions are driving the counseling or teaching sessions by engaging through video as a channel. 
  • The insurance and banking sectors are performing KYC (VBIP and VCIP respectively) via video KYC solutions
  • Relationship managers are switching to video personal discussions to humanize their conversations with clients. 
  • Organizations are moving their recruitment process online.

To Conclude

The current environment is accelerating future trends. Post-crisis, companies will need to continue to sustain and thrive on a Video-Enabled Contact Center­ as it can prove to be beneficial in the long run. And while experts don’t know how long it will take to contain the virus, contact center leaders should start preparing and developing video as a core capability to build stronger relationships. Going forward, video chat for customer service has the potential to become a mainstream part of interactions. It adds the human touch in the contactless conversations and helps customer service representatives to utilize the ability to see what is going on to better detect problems, emotional states, and then make suggestions accordingly.

So what are you waiting for? Start delivering differentiated customer experience with Video Contact Center and create greater affinity towards your brand!