Live video chat is the next big thing in the world of contact centers and customer service. There are many business benefits of live video chat, but the key reasons why companies are opting for it are that it delivers a superior personalized experience to customers and has become an innovative competitive differentiator for businesses. According to the latest research survey, more than 1 out of 5 of the largest global businesses will introduce video-based chat this year for customer-facing interactions. This number is expected to double within the next three years.
Businesses are always looking for new and innovative ways to enhance customer experience, and video chat is one such solution. It offers a rich feeling of presence to customers and highly collaborative communication due to its real-time nature. In this article, we will discuss the key benefits of customer service video chat.
Top 15 Business Benefits of Live Video Chat
Using video chat, customers can directly connect with customer service agents in real time and get their queries solved quickly. Video chat may soon replace some of the other customer service channels due to the numerous benefits it offers. Some of the key benefits of using live video chat are listed here:
- Real-time Service
Video chat provides an opportunity for customers to interact with the company in a real-time and personalized way. Although there has been a significant increase in self-help options, most customers still prefer to interact with a live agent to get their problems solved quickly. Customers value the live and real-time nature of video chat for personalized service and faster resolution. - Significant Improvement in Customer Service
Live video chat enhances customer service levels. With an instant and clear understanding of customer challenges and the show-and-tell methodologies employed by the agents, the process becomes easier for customers to understand, leading to a tremendous rise in customer satisfaction rates. - Faster Identification of Issues and Quicker Resolution
Video chat enables agents to quickly gauge the problems faced by the customer, making it less time-consuming than explaining issues over the phone or typing them in live chat. - Better Relationships with Customers
The high level of personalization achievable through video chat builds better customer relationships and loyalty, increasing the lifetime value of a customer. Customers feel more connected to the company and appreciated, as their problems are being heard and addressed. - Greater Scope for Cross-selling and Up-selling
Video chats increase sales by fostering better relationships and developing an environment of trust and credibility. The screen-sharing tool allows agents to suggest additional relevant services or products without sounding pushy. - Increased Profits and Sales
Due to a significant increase in first call resolution numbers and a reduction in average call handling times, profitability increases. Live video chat also reduces cart abandonment rates on e-commerce websites as agents guide customers through the transaction process. - Reduction of Travel Expenses
Live video chat among employees reduces time wasted on back-and-forth emails and enhances collaboration. Virtual meetings and video chats improve employee training capabilities by allowing global collaboration without the need for travel. - Better Collaboration Among Employees
Video chat facilitates collaboration and sharing among employees, breaking the limitations of physical presence and enabling seamless communication. - Increased Credibility
Face-to-face conversations during video chats make interactions more credible, as customers feel more comfortable talking to a real person and can see facial expressions. This improves the overall credibility of the business. - Customer Support Access for Disabled Customers
Live video chat is an excellent solution for providing quick help to disabled customers who may find it difficult to use other customer support tools. - Opportunity to Entice High-value Customers
Proactive support through video chat can be provided as a premium service to high-value clients, making them feel special and ensuring superior support whenever needed. - Availability Anytime and Anywhere
Video chat can be provided virtually at any time and from anywhere, allowing top salespeople or customer support agents to assist customers without being physically present. - Safe, Secure, and Reliable
Live video chat is highly secure and reliable, with encryption technologies and high-speed internet making it possible to conduct video chats with ease. Facial recognition technologies can also be used to identify customers and access their history for more efficient support. - Greater Top-of-the-mind Recall by Customers
Video-based interactions are more memorable than voice-based interactions. Live video chat, during both pre-sales and post-sales interactions, can help make a greater impact on the customer and improve brand recall. - Stand Out from Your Competition
As video chat is still in its nascent stage of deployment, it provides a unique opportunity for companies to establish an image that their competitors have not yet adopted. This can be a significant advantage in standing out from the competition.
Amalgamate Live Video Chat Services may be the solution for you
Across the street or around the world, one on one or entire organizations, Amalgamate.live Video Chat is a great solution, simple, with no download or app needed. If you are looking for a reliable, efficient, accurate, and cost-effective video chat service provider, give Amalgamate.live a try today!