The Benefits of Video Chat – Stay Connected Anytime Anywhere
Video chat uses the internet to transmit audio and visual data, allowing real-time communication. It is easy to use and compatible with many devices.
During the COVID-19 pandemic, video chat became very popular, allowing people to communicate with their families while working remotely. Increasingly, businesses are using video chat to add a personal touch to customer service.
Increased Customer Satisfaction
Video chat offers a more human experience that boosts customer satisfaction. Customers get frustrated by long wait times and automated voice messages, but video chat connects them to an agent right away and enables agents to communicate clearly with callers. It increases customer satisfaction and decreases the need for agents to transfer calls, saving time and resources.
Video callers can see one another’s faces and use body language to convey emotion, which helps them build a connection. They can also share screens, which is excellent for demonstrating products or troubleshooting technical or financial issues. This personal attention gives customers the confidence to buy and trust a product or service.
Additionally, a convenient and easy-to-use scheduling system integrated with your omnichannel contact center platform allows customers to choose a specific time for a video call that fits their schedules. It further increases customer satisfaction by allowing them to resolve problems without delay. For example, furniture retailers used video chat to allow guests and their repair technicians to inspect wear and tear so the issue could be resolved faster than if a guest went into the store.
Using video, agents can quickly understand customers’ needs and offer personalized recommendations and product demonstrations. It can bring online sales closer to in-person sales, a massive benefit for businesses with global customer bases.
Providing a personalized experience with on-demand video chat support is ideal for customers making a decision, having a complex question, or requiring detailed explanations from your representatives. It helps them to make a more informed purchasing decision and creates a more transparent relationship between the consumer and the insurance company.
Connecting via video also gives consumers a sense of security and confidence. It allows them to connect with a live representative and build a connection with your business, leading to higher conversions. To maximize the potential of video chat, you will need a reliable, feature-rich platform that provides your customers with a high-quality audio and visual experience. To ensure that, you should look for a provider that offers customization options so that the chat interface is fully on-brand and easy to use.
Enhanced Customer Service
Video chat allows customers to interact with their insurance agents in real time. It allows insurance customers to receive personalized answers to their questions, resulting in increased satisfaction. Furthermore, it helps establish more robust relationships between the agent and the customer.
On-demand video chat allows instant connection with an agent via a web browser without scheduling an appointment, making it ideal for quick troubleshooting and visual demonstrations. Additionally, scheduled video chats can be used for more in-depth consultations and product demos. Talkative has found that interactions are resolved 60% faster on average over video.
With the proper training, your agents can deliver a more personalized and practical customer experience through video chat. Teach your agents to communicate effectively, maintain a professional demeanor, and be mindful of non-verbal cues during video chat sessions. Continuous coaching and feedback will help your agents become expert users of the video chat platform. Additionally, make sure to have your agents regularly review video call transcripts and recordings to identify areas for improvement.
Increased Brand Awareness
Utilizing video chat is an advantageous method for businesses regardless of their size. Its use in customer service provides a sense of human connection, boosting dozens of metrics related to first-contact resolution and overall customer satisfaction.
It also increases brand awareness by enabling customers to see their agent in real time, creating an authentic relationship. With the help of a specialist video chat platform like Talkative, you can ensure that your online interactions are on-brand and provide an innovative and personalized experience for each customer.
For example, an insurance company can leverage video chatting to explain complex policies to customers in real-time and clarify any doubts. It creates greater transparency, leading to more trust and a higher chance of conversion.
Additionally, an e-commerce website can offer one-on-one consultations with customers to assist them in making purchases. It makes the process more convenient for the customer and boosts loyalty by providing a personal touch to their shopping experience. Additionally, banks can use video chat to facilitate remote banking services and provide a more personable approach than drive-through or ATMs.
Video chat allows businesses to connect face-to-face with their online customers. It enables agents to understand each customer’s needs and goals better, which can help drive sales by offering personalized recommendations and product demonstrations.
Video calling has been increasingly popular throughout the COVID-19 pandemic, enabling people to continue working remotely and connecting with family and friends. It is why many brands have adopted video chat as a customer service channel.
Adding video chat to your omnichannel contact center can boost dozens of essential metrics and enhance the overall customer experience. But, monitoring customer feedback and continuously striving for improvement is also essential.
While video calls are convenient and cost-effective, they can be challenging if your agents must prepare to use them effectively. They should receive comprehensive training on navigating the platform, handling customer questions and concerns, and projecting a professional appearance during video calls. They should also be mindful of non-verbal cues and learn to read their customers’ emotions. They should also be encouraged to practice their communication skills with a colleague before using them on live video calls.