7 Useful Benefits Of Video Chat In Contact Centers

Do you offer in-person customer service? Perhaps you are familiar with the video chat contact center, or do you sell products or services that need to build trust before the purchase?

Does your support team need to share screens, or do advisors need to view the customer or goods during the interaction?

If your answers are yes, then Video Chat In Contact Centers is relevant for you.

The need for video-enabled contact centers is now more than ever. With video chat, or Video call in contact center you can eradicate all kinds of friction caused due to a lack of in-person communication or personalization. 

Content:

 

Video chat is already a popularly used feature among millennials. From family gatherings to office meetings, video chat has bridged the distance. This remote feature can be extremely beneficial in a contact center as well. Some businesses need it more than others, for example, Insurance claim process, remote banking, law firms, jewelry, and others. According to a report by Forrester, it was anticipated that video chat usage in contact centers would increase to 29% by 2023.

 

Customers often take up a lot of time explaining their problems to the support agent, especially if it is a technical issue. They also fail to interpret the solution and eventually get frustrated with your product and service. In the meantime, the agent also loses essential time trying to comprehend the customer and convey a solution. 

This whole ordeal can be avoided if the customer and agent interact face-to-face with more transparency. Thanks to the video chat in contact center, this will be possible. Agents can offer to initiate a video chat, and if the customer agrees, they can proceed. 

The video call solution in contact centers also comes with features like screen-sharing and annotation, enabling the agent to better guide the customer. All of this together ensures a quicker resolution and an improved First Call Resolution (FCR) score. 

Gone are those days when agents had to visit customers for minor technical support (like a plumbing service), customer KYC (Know Your Customer), and more. With a video contact center, you can assist your customers remotely. You can also complete customer onboarding via video KYC. Customers can utilize their phone cameras to share real-time photos with time stamps and location verification via geotagging. 

A video contact center can potentially replace most in-person interactions without any drawbacks. This is a huge win for resource management and cost reduction in call centers. For a bathroom fitting company, the field service team reduced customer visits by assisting their customer over a video contact center provided by C-Zentrix. With the rear camera, customers would be able to point out the issue, and the service person can assist the customer in fixing it remotely.

One of the strongest reasons to advocate for a video chat in contact centers is that it allows you to serve a wider range of customers. Digital channels are often hard for some people to use, especially the differently-abled and the elderly. With a video chat solution, contact centers can be more inclusive of these customers and serve them hassle-free. 

The CZ Video Chat feature can be initiated with just one tap and is complimented with a live-chat software option. CZ Video chats mobile SDK can snugly fit into your business app and provide a richer experience to the users. It is extremely simple to use and can be utilized by anybody at any convenience. 

Videos are now a standard part of the e-commerce and marketing world. However, product videos don’t always clear all the doubts that a customer has. A customer will naturally prefer some live assistance to drive their purchasing decision. With video support integrated with live chat, customers can request product demonstrations virtually. Such extensive and personalized support will always enhance the customer’s experience and allow them to make the right purchasing decision. 

The key to forging lifelong customer relationships is with a personalized touch. By using video chat, the process of getting comfortable with your customer is made so much easier. A face-to-face virtual interaction without any extra hassle enriches the customer’s experience. 

With omnichannel contact center integration, you can follow your customer’s journey while speaking to them. Improvise your responses with all the information at hand, and personalize as you proceed.

Recording video chats are more beneficial than normal calls when it comes to tracking and analysis. Video chats are more lucid than voice calls. With the customer's face visible, it is easy to analyze and predict different sentiments that can improve the quality of customer service quality. 

It is important to pay close attention to the facial expressions, voice tones, and other reactions in these recordings. This essential information can be used to train upcoming customer support agents and prepare them to deal with difficult customers. One must remember that these calls should be recorded with the customer’s consent and not otherwise. 

As we have realized so far that video chats are more transparent, straightforward, and engaging than normal calls. All these qualities enable the agent to perform better and improve the customer’s satisfaction levels. Video chats, by default, improve your first call resolution, average handling time, customer satisfaction score, NPS, and more. Overall, it improves your performance and allows you to retain more customers. 

 

- Financial Services: Banking & investment advice

- Healthcare: Telehealth checkup

- Education: Remote learning opportunities

- Retail: Product technical support

A video contact center is certainly very powerful in increasing the customer experience both from a sales and service standpoint. However, it is very appropriate for high-value goods and services where building trust is key, like mortgage or wealth management services, rather than mere transactional interactions. Even in physical store purchases, customers can interact with experts using the in-store video kiosks, as experts are not available in all the stores. We have also observed benefits in cycle time and cost in the insurance claim process. So, a video contact center is emerging as the next best alternative to face-to-face interactions in improving customer experience and building trust.