Elevating Customer Service: The Impact of Real-Time Video Communication

 Video communication has become increasingly prevalent during the pandemic, with contact centres incorporating video chat in all customer service channels. This expedites business growth and improves the consumer experience, enabling agents to effectively communicate with customers and resolve issues. In this piece, we will talk about the impact of real-time video communication. 

Why Is Real-Time Video a Helpful Customer Support Channel?

Real-time video is a valuable customer support channel, as it provides immersive experiences and ensures timely responses, influencing brand loyalty and future purchasing decisions. It also makes the client journey smoother by providing a comfortable and timely interaction. Video communication can improve customer experience by establishing genuine connections and humanizing digital interactions. In banking, real-time branded calls prevent fraud, build trust, and enhance agents' understanding of complex issues.

Benefits of Real-Time Video Communication

Several benefits come from using real-time video communication in your business, and they include the following ;

1. Boost client contentment 

Video chat allows customers to quickly and efficiently resolve complex issues, boosting customer contentment and satisfaction, as agents can quickly and easily identify problems. Kalyra Video offers collaboration capabilities such as document upload, screen sharing, and in-call snapshot, enabling real-time viewing and editing of documents. These features reduce reaction times and increase customer satisfaction, particularly for non-technical users struggling to find medical test results or KYC paperwork.

2. Faster resolution of issues 

73% of respondents believe prompt online customer service is crucial, with real-time interactions through video chat ensuring prompt issue resolution. This allows customers to contact agents while remaining at the scene, reducing the need for multiple platforms or devices. Insurance firms can now conduct remote vehicle inspections via video chat, eliminating the need for physical visits, thereby enhancing agent support and accelerating settlement processes.

3. A better branding experience 

The brand experience significantly influences customers' perceptions and reactions to marketing initiatives. A positive experience can lead to advocacy and brand loyalty. Video chat can help build trust and foster long-term connections. White-label video/audio calling solutions can maintain brand identification while adding colours and logos to ensure a consistent, easy experience.

4. Information and perception 

Video chat programs offer metrics tracking for enhancing customer service, providing strategic insights and operational effectiveness evaluation. They ensure conversations meet expectations, allowing companies to adjust after calls and receive feedback for improvement. Proper training is crucial for excellent customer service. Businesses can assess agent performance through recordings, adjust training, identify growth areas, and implement strategies. For example, a manager can include payment reminder details in the FAQ.

Reasons Why Real-Time Video Communication Needs to Be Incorporated Into Customer Service Innovation

Many organizations have resisted video integration due to concerns about costly, long-distance interactions or potential negative impacts on customer service, engagement, and retention when combined with appropriate procedures, access strategies, and focused applications. Some of the reasons why you need customer service innovation in your firm include the following ; 

1. Context and color 

Video enhances spoken interactions by providing context and color, allowing agents to understand consumers' conversations, such as insurance claims or boiler issues, and facilitating new customer contexts. Video emerged as a significant CX innovation post-COVID-19, enabling video calls without separate tech stacks, third-party apps, or scheduling, allowing agents to stay in their workspace.

2. Virtual interaction is important 

Virtual interaction is crucial for organizations to enhance customer experiences. 65% of global businesses use visual engagement tools like co-browsing, co-editing, and screen-sharing. Research shows that consumers value video, and 36% of businesses report higher customer satisfaction when escalating problems to video calls.

3. It fosters customer trust 

Video can enhance customer service by fostering trust and loyalty. Live video support, customized thank-you films, and testimonials can provide immediate assistance. Explainer video support allows clients to self-serve, freeing agents to focus on more challenging tasks. Visual aids, such as gestures and visual signals, can help overcome linguistic barriers.

Ways in Which Customer Service Will Lead To Instant Customer Interaction

New technologies like video, real-time messaging, AI, cryptocurrency, self-service, and customer success are expected to significantly alter the daily operations of customer service practitioners. We shall talk about some of the ways that customer service will lead to instant customer interaction below ;

1. Video communication between people in person will rise 

Video communication is becoming increasingly popular due to the impact of eye contact on communication. Businesses using video are ahead of the curve, using it synchronously as video conferences or asynchronously as video voicemails. This enhances communication and transparency, making video voicemails more practical.

2. Customers will anticipate receiving service across all channels 

Consumers expect service across all channels, including social media, e-commerce, and third-party review sites. This increased accessibility leads to omni-channel experiences, where communication channels sync for seamless collaboration between teams and clients. To improve service experience, establish a help desk as the primary receiving point for all incoming client inquiries, allowing agents to communicate with customers through the same interface regardless of the origin of the online encounter. 

How Enhancing Customer Service Can Be Done Using Video Chat

As technology changes, video chat is an excellent way of enhancing customer service, and we will talk about the benefits of using video chat below. 

Benefits of Using Video Chat to Enhance Customer Service

1. Individual touch 

Video chat provides a personal touch, establishing trust and increasing brand ambassadorship, especially when backed by faster resolutions than voice or email correspondence.

2. Lower business expenses 

Virtual contact centers offer cost-effective, remote customer support, enhancing the customer experience and retaining business.

3. A rise in online purchases 

Live chat interactions between product specialists and customers can boost e-commerce revenue by enhancing customer understanding of product characteristics and benefits and enhancing up-and-cross-selling chances by illustrating product advantages through video chat. Video chat offers quick customer assistance, improves first contact resolution, and fosters brand engagement, reducing frustration and fostering a dedicated following.

Summing it Up 

As we wrap up, this article gives you an overview of why you should incorporate video communication in your company. As you continue to improve your communication skills and strategies, you should add video chats to the collection. Moreover, technology is having a significant impact on most businesses, meaning that video chats will be a high factor in future.