An engaging video chat with co-browsing, RichCall, has been added to ZenDesk today.
We are happy to have RichCall in the ZenDesk marketplace, because we share the appreciation for great customer experience. What’s more important, is that customers expect exceptional service 24/7, while companies need to exert more effort to deliver it and stay within reasonable budgets.
This is where video chat comes in, because it provides a relatively cheap way to engage with customers and help them faster, earning their trust and loyalty.
ZenDesk says that:
Forrester’s brief tells us about an UK footwear retailer, who used video chat and:
Co-browsing may be the most important aspect of customer support use cases where agents can guide customers through a website.
“Brief: Now You See Me — Video Chat Improves The Customer Experience”, Forrester, 2016.
The brief also mentions a bank, who installed video desks in their branches, so their customers could create and manage accounts faster.
Our team has been developing RichCall, based on feedback from contact center owners, for a few years now and have made it into a convenient support application. Agents can use it to see the problem with the eyes of the customer thanks to co-browsing and help customers easier. They also can use text chat and file sharing to quickly exchange the data that helps to resolve the issue faster.
If you use ZenDesk, you definitely should use a video chat for support and you can install and use RichCall for free right now.
Collaboration for employees has long been the driver of ROI for innovative companies. Companies started using video collaboration to increase that ROI, and they can grow it even larger by using it with customers as well.
Companies use video in collaboration, because it helps them:
Essentially, face-to-face (F2F) video allows high-growth companies innovate quickly.
Also, using video in meetings help companies get the following benefits:
Interestingly, the reasons late adopters seek video collaboration is because they want to catch up with the market leaders in terms of decision making and innovation speed. This might explain the discrepancy in new technology adoption I wrote about earlier.
The Techaisle research on video collaboration (PDF) found that SMBs can companies can achieve higher ROI, when employees use video collaboration not only with their coworkers, but also with their customers:
Turns out, video collaboration also helps customers in the same way it helps coworkers by:
The Techaisle’s research ends with 2 conclusions:
and an inspirational quote:
Pursue the outcomes associated with high-growth, highly innovative businesses. Don’t settle for the outcomes, objectives and technologies targeted by low-growth firms. If collaboration is important to business success – and the data presented here clearly shows that it is – it’s important to align collaboration strategy, activities and investments with the best case outcomes of high levels of business growth and innovation.
In 2015 Gartner predicted that by 2018 100 of 500 largest companies would’ve used video chat.
“Video chat provides customers with a richer sense of presence, personalized experience by helped coordination of communication and the support of emotional expression, and the real-time sharing of content,” said Brian Manusama, research director at Gartner.
Since customers are becoming more and more familiar with video chat themselves, companies should probably provide this channel to their customers.
While a 2011 Forrester study said that:
whole 36% of customers said they’d have liked to use live video to talk with a contact center agent.
If you choose to follow Techaisle’s advice to start using employee and customer collaboration now, then it might be a good idea to look for a customer-facing video chat right now.