Higher satisfaction is a direct result of faster support and better communication. The agent can then manage the situation by adjusting their tone of voice accordingly. For example, a support agent can’t always tell if a customer is angry over email or chat, but it’ll probably show during a video call. When you can see the other person’s facial expressions or body language, communication becomes much smoother. The human touch is important - it makes the whole experience more engaging.īesides, humans are hardwired to respond to faces. For example, the more complex an issue is, the more likely it is for a customer to want to talk to an actual person. chatbots), there are still some cases where they prefer talking to real people. While customers like self-service options and automation (e.g. Teams can access - and switch between - all these tools from the same dashboard.Īcquire video chat technology helps bring businesses and customers together. For example, Acquire’s video chat tool is seamlessly integrated with an array of customer experience solutions, including live chat, chatbots, shared inbox, social media, cobrowsing tech, and more. This is only possible when video chat solutions come as part of a larger customer service platform. Then, the agent can actually see the item and customers can show the agent the specific issue they’re facing. That’s when your support team can ask them to jump to a video call (with the right customer service platform, this is only one click away). They’re trying to explain that it’s defective but don’t know the right technical terms to use or what exactly is wrong with it. Through this tech, you can hold video conversations with customers online on any device or browser.įor example, imagine a customer calls from their mobile device to report an issue with an item they bought recently. Video chat solutions use Voice over Internet Protocol (VoIP) technology and often Web Real-Time Communication (WebRTC) for browser-based applications. For comparison, the live chat market - which is one of the most popular customer support solutions - is expected to reach $1.28 billion by 2027. The video conferencing market is expected to grow at a compound annual growth rate of 15.5 percent from 2021 to 2028, and reach a whopping $24.4 billion by 2028, according to Meticulous Research. It’s already gained huge traction, but it’s set to get even more popular. Looking for video chat software that works for your business? See what Acquire can do: This includes popular video calling technology such as Zoom, Skype, and Google Hangouts, as well as tools built specifically for customer service. Video chat technology is any tool used to enable face-to-face interactions online. So, here’s everything you need to know about video chat technology in customer service. Rather than relying purely on live chat or chatbots, adding video chat will ensure you offer more personal experiences to online customers.īut, as is the case with all technology, choosing the right business tools and implementing them correctly is key to success. That’s because businesses have grasped the benefits of video chat technology - in large part thanks to increased working-from-home and the rise of digital purchasing. Using video chat technology for customer service is becoming a popular practice.
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