Customer support is another great example of where video chat has proven popular. The greatest advantage of video chat over traditional phone support is the ability of agents to “see things through the customers eyes”, thanks to the latest hardware and video technology. Amazon’s MayDay service is perhaps the best-known example of this.
Software tech support
Content sharing features such as co-browsing, screen sharing and app sharing allow a customer to show an agent what is happening on their PC monitor or mobile device screen. This helps the agent to better understand the context of the issue.
Advanced collaboration features allow an agent to draw lines on the customer’s screen, or use the pointer to direct a client’s attention to specific buttons, links and other items.
The content sharing feature of video chat is applicable to a wide range of verticals, including online retail and e-commerce, finance and banking, SaaS businesses, insurance and loan, government and many others.
Hardware repair support
There are officially more mobile devices now than people in the world. Why not use them to give the agent a full view of the problem exactly as the customer sees it. All a client needs to do is to share the mobile device camera with the agent when communicating with him/her over video chat.
Check the example – John McEnroe Promoting Video Support for customers in Verizon’s spot.