Expectations of the benefits of video chat will vary among stakeholders. The support department may want to improve the overall customer experience, while the sales department may expect to increase conversions. It is wise to consider the individual needs of all the stakeholders when establishing your goals for a video chat implementation, so that the benefits are enjoyed by your whole company, and most importantly, by your customers.
Implementing video chat as part of the sales funnel has proven hugely successful for some companies. Read on for several examples.
Video sales
Video chat enables clients to contact experts at any time; from their office, home, or indeed anywhere they might be. Secure online meetings featuring voice, video and content sharing tools provide the same live experience as if the client was actually in your office.
This could be applied to almost any industry:
- Financial services – customers feel better if they can actually see the person giving financial advice and see visual illustrations, such as charts and tables.
- Luxury retail – luxury consumers want the best products and service, and this applies online too. Video chat provides the personal touch that they desire.
- Online health – allow patients to meet with doctors and pharmacists online in a reassuring and confidence inspiring setting.
In-store kiosks with video and content sharing
Customers cannot always get all the information they need from in-store representatives. Video-enabled interactive kiosks solve this problem, by allowing remote agents to answer any in-depth technical questions posed by in-store customers.
In-store kiosks also help to reduce queuing times during peak hours.
Video chat software integrates with a kiosk’s peripherals (printer, scanner etc) to deliver a rich collaboration experience. This can include the ability to print and share documents, scan IDs and obtain customer signatures.
Immediate support for e-commerce websites
Video chat provides online shoppers with the opportunity to get immediate, personalized, visual support at any stage of the purchase. Screen sharing and co-browsing features allow contact center agents to help website visitors to select items and guide them to making a successful purchase. All of this increases conversion and improves customer satisfaction.
