comparing the features of different phones

Contact Center Managers: 5 Reasons Why Your Customers Benefit From Video Chat

by Herbert Welch

Modern customers are often no longer willing to pick up the phone to speak to somebody in your contact center. Instant messaging and email are popular ways to get in touch, and many customers are also keen to use video chat. Nonetheless, some contact center managers are reluctant to adopt this technology because they don't understand why video chat is useful. If you're unsure why customers in your contact center want video chat, consider the five following benefits.

Save money

Video calling is often a great way for customers to save money. Unlike a traditional telephone call, customers can use their Internet connection to make and receive video calls. Internet service providers generally now include voice over IP (VOIP) services in the customer's line rental, which means the data stream for contact methods like video calling runs free-of-charge through the broadband connection.

VOIP services are particularly attractive to international customers, who would otherwise have to pay exorbitant call charges. In fact, video calling through VOIP can save your business money too. If you need to make outbound calls to customers overseas, you can also benefit from the cost savings video calling brings.

Personalize the transaction

Customers generally don't like to call contact centers for several reasons, but the inability to reach a 'real' person is a common frustration. Video calling greatly personalizes the transaction because the customer can see your agent. As such, important considerations like body language and facial expressions become relevant during the discussion again.

This can work well in many situations. For example, a customer with a complaint will often appreciate dedicated time from a consultant. A 'real' face to talk to can also take some of the heat out of the situation because the agent finds it easier to build empathy. If you're looking to build an intimate, personalized contact center experience, video chat is often a great way to go.

Cuts the risk of confusion           

Customers often need to speak to your contact center because they don't understand something. For example, you may send out a product with an instruction leaflet the customer doesn't quite understand. Video calling can quickly cut through the issues because the customer can show the agent the things that are causing confusion.

While customers can describe something on a phone call, it can still take a long time for the contact center agent to get to the point. A quick video chat could get the desired result in far less time, and, of course, reduced call handling times are good for your business.

Compatible with mobile computers

Customers increasingly want to speak to your business while they're on the move. While customers can call you from a mobile phone or smartphone, it's not always possible to make calls with a laptop or tablet computer. Video calling gets around this problem because your customers can speak to someone through almost any device.

What's more, customers can speak to your agents from any place that has a computer. For example, a video call works well for customers who want to speak to you while they are in a coffee shop, Internet cafe or other public building. If you can offer video calling services, you can show your customers how flexible your contact model is.

Gives a professional image

If your contact center deals with wealthy or high net-worth customers, you may decide that a video call allows you to portray a more professional image. If your customer can see a well-dressed, respectable staff member in a high-quality office environment, he or she is likely to have a better impression of your business.

A professional image is often extra important for certain transactions. For example, if your consultants sell expensive, high-end products, it's important they can see somebody who reflects the value of the product or service they're buying.

Video calling is still relatively rare in Canadian contact centers, but this type of technology can greatly boost customer satisfaction. If your customers would benefit from this technology, talk to a provider about the solutions available to you.