![]() ![]() ![]() 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 seamlessly 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 contact channels. It means you can deploy on-brand and personalised 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. The only other equipment you need is a headset and a webcam. So, with this option, you could be providing video chat customer service within days. This type of deployment is incredibly quick too - its code can be embedded into your website in just three lines. It'll allow you to conduct video interactions without the use of additional systems. Standalone deployment is a convenient type of video integration that can be implemented straight into your website’s code. Standalone deployment for video customer support Implementing video for your customer service needs is far easier than you might think.ĭepending on your contact centre solution, there are a range of ways you can integrate video into your current systems. How to implement video chat for customer service Next, let's take a look at how you can set up video chat as a customer communication software, whatever your business needs. So, there's 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 communications via video often have lower average handling times than other contact channels. Increased contact centre efficiency, 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 have seen just as many benefits for themselves as their customers. ![]()
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