Global Business News

How Video Chat improves Customer Service

3 min read

If you don’t have video chat as part of your business strategy, you are in for hot competition. In today’s world, video chat is the staple communication for most businesses, including customer service. 

The global lockdown exposed the enormous benefits of video chat to personal and business communication. The trend is already gaining visibility in customer service. 

Customers know and trust the medium. The reason lies in the fact that video chats equate to face-to-face communication.

Why Video Live Chat

  • Boosts brand trust
  • It helps in solving complex issues
  • It helps customers to get more information about your business, product, or service
  • Adds to customer satisfaction
  • It helps in providing support to customers with high-cost purchases
  • It reduces the number of touch points

Benefits of Video Chat

Cost and Time Efficiency

Most businesses already know that video-enabled customer engagements lead to new revenue-generating ideas. It also brings about improvements in business outcomes. 

It has a low-technical barrier feature and helps to save costs. What users need to look out for are only a few pitfalls. First, video chats in customer service deal more with timeliness. In comparison, text-based chats are three times slower. In contrast, video chat gives a natural flow of conversation without unnecessary pauses.

Another benefit of the channel is this: It allows you to share more information within a shorter time frame. It still boils down to a lower resolution time. And for complex issues, you get to beat the resolution time of more than two chats.

Improvement in Customer Satisfaction

Customers appreciate a very convenient channel to relate to a business. It allows them to give more explanations to a customer care agent. That’s more important to them.

Video live chat creates trust and encourages a high purchase value of the product or service. In addition, agents see things from the customer’s perspective. That way, they get to resolve customers’ issues faster.

Businesses that offer higher-end services need video chat to enable higher levels of engagement. With that, they personalize experiences and serve customers’ needs better.

How to Implement Video Live Chat for Customer Service

Video live chat is an accessible channel to use depending on your business service. There are fantastic types of video integration to implement right into your website codes. And yes, they allow you to conduct video integrations without using other systems. You only need a webcam and a headset.

Also, some tools integration allows a user to deploy personalized and in-brand video interfaces. So relax and know that they operate with your website designs. The goal is to ensure that you implement a video chat interface successfully for your customer service delivery.

Is Video Chat Right for Your Business?

In the current business world, the use of video chat is not a topic for debate. Getting ahead in competition is the focal point, and a higher customer satisfaction rate guarantees that goal. There are about 57% of users of video chats. The figure only covers some workers or people who socialize with friends.

The business world has only scratched the surface of the potential video chat has to offer. As for customer service, it has a long way to go in the trend.

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