Research suggests that 66% of business executives view mobile video and real-time data sharing as essential aspects of their daily communications. Customers look for instant connections with brands these days. This is exactly where live video calling comes in. In this blog, we shall discuss some of the best benefits of webRTC video chat and how it is transforming customer experiences for businesses. Keep reading.
Importance of Live Video Chat for Customer Service
In present digital times, a video chat app can be considered as the top medium to bring in-store experiences online.
One of the best advantages of using live video chat for businesses is that it enables organizations to instantly connect with their audiences in real-time. This, in turn, facilitates faster query resolution and boosts customer satisfaction.
Moreover, face-to-face interactions enable enhanced brand loyalty.
How Live Video Chat Helps Businesses?
Let’s have a quick look at some of the best reasons to integrate live video call service into your customer support system:
Personalized Customer Experiences
Every single customer is unique and important for businesses. Hence, it is essential that all customer requirements are addressed in a personalized manner. With live video chat, brands can reach customers instantly and provide them with relevant answers. The instant response makes audiences feel that you care for them and helps build better business trust.
Higher Conversions and Improved Sales
Did you know around 84% of people say that they are more likely to buy a product or service after watching a brand’s video? Live video calling can be a good way to guide the customer through the purchase journey and reduce cart abandonment.
Best advantages of live video calls for enterprises
There’s no denying that voice and video calls have changed the game for businesses with better customer service. Give a close look at the points below to understand how:
Quicker Query Resolution
HubSpot research suggests that around ⅔ of buyers expect a response from businesses within ten minutes. This is where live video calling comes to the rescue. With an efficient video chat solution, you can deliver faster solutions to customers. Technical issues can be addressed better with the aid of real-time video calls, unlike phone, text, or emails.
Alleviate Customer Service Expenses
The best part about live video chat is that it helps understand customer issues in real-time and facilitates quick resolutions. This, further, reduces the possible number of follow-ups. Leveraging live video calling also enables businesses to cut down additional costs incurred on hiring agents and support infrastructure to handle customer interactions.
Level Up Customer Satisfaction
Video interactions deliver more contextual and personalized assistance to customers via real-time quick responses. It makes customers feel more valued and tends to boost their overall satisfaction while connecting with your business.
Increase your Brand Value
When a customer is happy and feels connected with your brand, he/she is more likely to make repeated purchases. Engage in friendly conversations with customers and real-time support via live video chat. This tends to build better business credibility and growth.
Conduct the Best Audits
Live video calling also helps in enhancing overall team productivity. The advanced recording feature in a live video chat app allows team members to record important conversations for quality assurance, team training, accessing agent performance, and much more.
Offer Remote Technical Assistance
Video call solution for customer service is a boon when it comes to delivering technical support in remote settings. It enables your customer care representatives to conduct faster support processes. With video communication, it becomes easier for your business reps to identify the complexity of customer issues. However, They can remotely guide clients through the solutions and offer immediate assistance.
Enhance Customer Service Metrics
Live video call support impacts two customer service metrics:
First Contact Resolution
When you measure first contact resolution, it means that you’re taking minimum time to respond to customers via video calls. So, This way, the need for further follow-ups is also eliminated.
Average Resolution Time
The best thing about leveraging live video calling for customer service is that it improves the average resolution time of customer issues.
Encourage Real-Time Customer Engagement
Top functionalities like co-browsing, voice, and video chat tend to step up your customer engagement game. During video conversations, a better understanding is developed between your support reps and customers. You can leverage co-browsing to take control of your customer’s browsers and guide them through complex procedures. Video calls are highly effective in customer onboarding too. So, It enables you to conduct product demos for your customers and make them feel more familiar with your brand.
Top Industries that Benefit from Live Video Calling
Here’s a list of verticals that can leverage video chats to build a robust customer support system.
Public Sector Entities
With a video chat solution, public sector organisations can offer greater accessibility to those who are unable to leave their homes. Housebound clients can instantly make appointments in a hassle-free manner.
Video calling has improved healthcare accessibility to remote locations. Therefore, Patients can easily book face-to-face appointments and get clinical consultations from health professionals.
With online banking gaining rapid popularity, most financial services now offer encrypted videos to guide customers through all the crucial financial procedures. So, Full-time workers can easily schedule appointments with their banks via live video calling.
Live video chat in the retail industry helps customers gain in-store experiences even during virtual shopping. However, Customer support representatives can connect with customers via video call to deliver product demos and guide them through the purchase journey.
Real Estate & Car Dealerships
With video calling app, real estate companies can deliver remote property tours to their clients. The same is the case for the automobile sector. So, Automobile brands can easily present vehicle demonstrations to their potential customers over live video calls.
We hope our article helped you comprehend the numerous advantages of live video chat for your business. Consider using a live video chat API to incorporate the best video features into your communication model. So, what are you waiting for? Start interacting with customers via video calls and stay on top of customer satisfaction.