![]() ![]() Which customer do you think would benefit most from speaking to you via video?Īs the above example shows, it’s best not to offer a video session for every customer straightaway. In this scenario, two types of customer request a video call.Ĭustomer one has just received a drum kit she bought online, and she doesn’t understand the instructions for setting it up.Ĭustomer two wants to know if you’ve got his favourite guitar strings in stock. Imagine you are a retailer that specialises in musical instruments, and you want to offer a video shopping experience when answering customer support queries. ![]() If you're new to video, take a look and see how you might incorporate it into your customer engagement solution. If you already offer video support, these tips can help you take your customer experience to the next level. To ensure you successfully implement video chat for your customer service goals, take a look at the following six tips. You'll also be avoiding some of the worst digital customer service mistakes too, like bouncing customers around between channels.īoosting video chat for customer service: 6 key tips This means you can offer seamless customer experiences for your customers, and an easier life for your contact centre agents. They can also escalate to cobrowsing and screen sharing.įrom there, your staff can assist your customers in a more personable and interactive manner. So, if a customer requests assistance via live chat, agents can choose to escalate the interaction to video instead. It'll allow them to effortlessly assist customers while still using their native contact centre application. Instead of switching between different software packages, agents will be able to maintain a single view of your customer across all channels. It means you can deploy on-brand and personalized video interfaces, all in-keeping with your website's design.Ĭontact centre agents also benefit from this kind of deep integration. That said, if you already have an existing contact centre environment, integrating video with your current systems could prove the best bet.įor example, Talkative offers integrations with Mitel Web Ignite, Salesforce, and Microsoft Teams. ![]() Standalone deployment is a fantastic option to get up and running fast. Next, let's take a look at how you can set up video chat as a customer communication software, whatever your business needs. These video chat KPIs are just a few reasons why more and more businesses are choosing to offer video for customer service. Once again, this is thanks to that all important face-to-face contact. In fact, Talkative's platform data shows that an incredible 94% of customers rate video support as a positive experience. What's more, video chat has a higher customer satisfaction rate than live chat. Whereas live web chat sessions usually last for about ten minutes, video sessions are resolved at around a six minute average. This is because customer conversations via video often have lower average handling times than other contact channels. Improved contact centre performance, and much more.įor instance, since offering video for customer service, UK retailer Bravissimo has seen their chat abandonment drop to just 6%.Reduced costs through less reliance on physical locations,.Businesses that have deployed video chat have seen just as many benefits for themselves as their customers. ![]()
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