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Customers love video chat when it comes to communicating with businesses. Most of them prefer it because it can help fix their issues in a real-time and quick manner.
Since video chats are great for direct conversations and personalized experience, not leveraging their potential would be a mistake. In fact, nothing else enables face-to-face interactions with customers as efficiently as it does.
One of the great things with a video chat platform is you can combine it with live chat, chatbots, co-browsing, and engage customers effectively, any time, any place. Plus, your business can use any feature-rich video chat app and deliver personalized engagement at scale.
In this blog, we will discuss in detail video chat for business and how these platforms can help improve the overall productivity of an enterprise.
Video chat is a wonderful tool that can have a positive impact on various aspects of a business, be it marketing, sales or support. Its value grows further when used in combination with other tools for customer engagement. So much so, the use of video chat in customer service has witnessed a whopping 70% growth in the last two years.
Benefits are many when a business relies on a cross-platform video chat app for communication purposes.
There is no substitute to direct conversations. When you are able to engage customers face to face, it gives an opportunity to understand their issues better and solve problems quickly. Maybe for that reason, video chat platforms have become indispensable to businesses across industries.
Video chat apps can enhance business productivity on many levels and in many different ways.
Not all customer issues are alike. While some are simple and require basic tools for resolution, there may be complex ones where the use of visuals becomes more important than written words or speech.
A live video chat platform can be a must-have tool for situations where the presence of tonality and facial expression is essential to explain things easily to customers.
In fact, the use of video chat is essential for those types of complex cases where context is more important than texts or voice-based help. After all, 80% of customers would pay more if they got a good experience with a brand.
When there is video chat, customers find it easy to catch verbal cues and follow the commands of service reps. Plus, there is always an option to share the screen and guide users through the solutions in a step-by-step manner.
For example, Vodafone launched tech support via video calling to help solve tricky tech issues for customers. The idea was to maintain the level of face-to-face support that was offered prior to the pandemic time.
Chat, email, and phone may have their own plus points but they are not always the right channel to provide personal support to customers. In fact, these tools sometimes feel impersonal when dealing with customers for high-cost purchases or high-stake issues.
When the situations are complex where visual cues hold huge importance, a video chat platform emerges as the only option to ensure the best personal support.
With a video chat, agents are better able to understand the gravity of the situations, pick the nuances through customers’ body language and ensure the kind of personal touch needed to drive the deal.
In addition, the use of the best cross platform video chat app could help a lot in any scenario where customers need a bit of consultation or persuasion.
For example, Unitus Community Credit Union, incorporated video banking to successfully deal with the post-pandemic scenario and offer the best kind of financial support and experience to its customers. The company calls the online access Unitus’ Virtual Branch and presents it as a branch experience ensuring face-to-face interaction with a specialist.
Video chats can help a lot in enabling product demos and assisting in customer onboarding. You can use visuals to give comprehensive details about your product features.
Customers are in more control and make better buying decisions when product demos are offered via video chat. Plus, with visual clues for help, they can also take each step at their own pace.
More so, a video chat, complemented by screen sharing, ensures a thorough peek into a product or software which therefore provides an engaging way to inform, educate and delight customers.
What’s more, using a live video chat platform for product demos, digital tours or webinars can come in very handy in generating and qualifying leads.
For example, ConvertKit shows how to personalize video chat by giving more focus on the person delivering the message. This tactic is quite helpful as it puts the real person in focus and customers love such communication where someone takes them through the process and offers a personal touch along the way.
A video chat platform can be very beneficial for improving team productivity through regular audits. You can record conversations for quality assurance ( QA) and regulatory compliance as well.
Many businesses record all of their video conversations to better understand the team performance and analyze customer service performance. They use the visuals to gather feedback and also for internal quality.
The recordings of the video are always helpful for quality monitoring or future references. They are also useful in improving the agent’s performance. On top of that, call recordings can be used for team training which, in turn, improves overall performance.
Customer journey is often complex. But it should never have a negative impact on customer experience.
Since customers can use any channel or touchpoint to interact, it’s equally important for the business to stay prepared and deliver a consistent experience right through the journey.
Integrating video chat for business into messaging platforms like REVE Chat can help deliver a streamlined, personal experience at any stage of the customer journey.
More so, this kind of integration makes it easy to weave video at various stages of the customer journey and ensure consistent experiences. After all, 68% of all video chats now take place on mobile devices and you must also take that into consideration.
On top of that, you can also add CRM to the mix to get useful customers’ sales history. This is how you ensure personalized offers to customers.
For example, Goldsmiths is a famous jewelry brand in the UK that shows how to use video chat with live and voice support for ensuring better customer communication. This helps the retailer not only mimic the physical in virtual space but also deliver a consistent customer service experience at different stages of the customer journey.
Collaboration in real-time can increase customer experience manifold. This way your business can resolve issues faster alongside delivering personalized support.
Thanks to the in-built co-browsing features of cross platform video chat, you can share browsers with customers and provide the best of support at various stages of the journey.
It’s now incredibly easy to engage customers effectively with co-browsing and video or live chat by sharing their screen. This is how you can provide a virtual in-person experience.
The best part, WebRTC based co-browsing solutions don’t need installations and you therefore can just connect immediately with customers by pairing co-browsing with video chat & live chat.
Such collaborations can be done in various ways, including –
For example, U.S. Bancorp now gives its customers an option to use a new feature that allows them to share their screens with bankers. Bankers can easily co-browse with customers on online platforms and walk them through steps using one-way video chat.
Customers like the freedom of platform and device to reach a business. They would feel bad if forced to use a particular platform or a specific device only.
In fact, they can use any channel of choice to contact your service agents and if you don’t have a presence there, it might lead to a poor customer experience.
Using the best video chat platform can help you avoid that situation and provide cross-platform support to customers.
All you need to do is make the video chat accessible across all the platforms your customers use to communicate. Whether your app, mobile site, or desktop site, make sure the software is available everywhere.
You can combine video chat with live chat, and voice chat and enhance customer experience with your brand.
For example, Amazon’s suite of Kindle tablets offered on-device tech support where it provided a “mayday” support button on new Kindles. Using the buttons, customers could instantly connect to a live support person via video irrespective of the device or channel they used.
More customers now use cross platform video chat app on their mobile devices. In fact, a growing number of them want face-to-face interactions to resolve their issues.
REVE Chat is aware of how the new-age customers today trust live video chats for communicating with businesses.
Your business too can deliver personalized video engagement at scale by leveraging REVE’s video chat platform.
You can easily combine video chat with live chat, chatbots, co-browsing, and engage customers successfully at any time.
With our feature-rich video chat software, you can not only do faster resolutions of customer issues but can also think of boosting your sales conversions.
More importantly, the use of video chat can add great value through proactive support once you have valuable insights about your customer journey.
The video chat platform is of real value when it comes to customer engagement. Right from the features to the cost to use cases, they meet all the needs a business can ask for to boost engagement levels with clients.
With REVE Chat, you can start a free trial of top-rated customer engagement tools and find video chat as part of the suite.
When you have the best cross platform video chat app, delivering real-time engagement and fixing customer problems becomes easy.
So, the time is right when you understood the huge value of video chat software and leveraged it to change the way customer engagement happens.
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Praveen Singh is a content marketer, blogger, and professional with 15 years of passion for ideas, stats, and insights into customers. An MBA Graduate in marketing and a researcher by disposition, he has a knack for everything related to customer engagement and customer happiness.
As a writer and analyst, he pours the heart out on a blog that is informative, detailed, and often digs deep into the heart of customer psychology. He’s written extensively on a range of topics including, marketing, AI chatbots, omnichannel messaging platforms, and many more.
Mr. Singh also has a passion for subjects that excite new-age customers, be it social media engagement, artificial intelligence, machine learning. He takes great pride in his learning-filled journey of adding value to the industry through consistent research, analysis, and sharing of customer-driven ideas.
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