The Essential Guide to Use Video Chat for Customer Service

Video chat for customer service

Customer experience is expeditiously changing and has become the key reason to choose a brand. Microsoft says, “30% of consumers expressed that not being able to reach a real person when they needed to was the most frustrating part of a poor customer service experience”. 

This is where visual engagement tools come in. For businesses, who consider user experience as their top priority, they can use video chat for customer service to make conversations interactive and personalized.

In today’s fast-paced world, convenience is of the utmost importance. Video chat for customer support helps to deliver faster and effective responses to customers that boost satisfaction and build trust in the brand.

Here are the top reasons why customers are frustrated and what forces them to switch the brand.

Video chat for customer service - reasons why customers leave

How businesses are transforming customer service with voice and video chat solutions?

The magic of technology is that today it is possible to have a face to face meeting without being in the same room. Here are some improved ways you can use voice and video chat technology for exceptional customer service.

1. Resolve issues faster with lesser touchpoints

It is really so much frustrating when you have to reach out to a brand multiple times for support. 

HubSpot Research found out that 33% of customers are most frustrated by having to wait on hold. 33% are most frustrated by having to repeat themselves to multiple support reps.

Video chat for customer service helps businesses to deliver faster solutions with less number of touchpoints. It is a perfect solution for complex technical issues that require visual understanding, which is difficult to explain reactive channels such as phone, email or text. 

Voice and video chat technology is a great option to deal with such scenarios and deliver an undiluted customer experience.

Goldsmiths is a well-known jewelry brand that makes use of live chat with voice and video call support for customer communication. The jewelry retailer recently introduced this feature in order to mimic the personal service that it offers in its physical stores. 

video chat for customer service

With consumers potentially preferring an in-store experience and therefore avoiding shopping on the website previously –  this is a great way to fuse the physical and digital experience and enhance the customer service experience.

2. Cut down your customer service costs

Customers usually hang up because the agent takes too long or out of frustration for not getting an effective solution to their problem in a reasonable amount of time. According to Flavio Martins of Digicert 34% of callers who hang up never bother calling back again. 

Video and voice chat engagement can provide immediate assistance and can also reduce support calls. It can deal with the challenges faced by the customers such as long queue time, multiple touchpoints, and communication issues.

Aberdeen Group Report, businesses that use live video and voice chat save up to 50% or more on support costs versus other methods. 

How voice and video call support helps to balance the cost factor and handle the challenges?

  • Reduces the number of touchpoints – Using video chat for customer support helps to identify the exact problem faced by the customer and deliver immediate solutions.  It reduces the total number of touchpoints attempted by the customer and improves the first contact resolution. 
  • Saves costs of resources – When you offer video chat to handle customer queries there are fewer chances of follow up for the same error. It also reduces the cost of hiring more agents to handle conversations.
  • Reduces help desk costs – Direct chat with customers helps to identify the root cause of the error and offer quick solutions, while also reducing your helpdesk costs and improving the productivity of help desk agents.

3. Boost customer satisfaction rate

Visual engagement is one of the trends that businesses are implementing to raise their customer service standards. Live engagement with video chat and collaborative co-browsing guides customers through tricky situations in real time, unlike reactive channels.

Live video chat resulting in 73% satisfaction levels – the highest for any customer service channel as compared with 61% for email and 44% for phone, it’s likely to be the service that consumers are drawn to the most.

Live video chat software empowers customers to seek out real time solutions to problems and queries that need urgent assistance. It also helps customers to troubleshoot software issues, transactional queries, complex issues that need professional expertise.

Video chat is a proactive channel that allows:

  • Quick identification of the error and provide faster responses.
  • Acquire first hand details of the error and deliver an effective response in the first contact
  • Personalized conversations with customers and build trust.

With voice and video conferencing solutions, engagement platforms can significantly improve the quality of interactions between the customer and support agents. Quick and effective responses boost customer satisfaction and improve customer retention.

You can measure your customer satisfaction level with customer satisfaction metrics (CSAT) like NPS and CES.  By asking a simple question “How satisfied were you with your video chat experience?” at the end of the conversation or purchase.

4.  Deliver higher brand equity

The customer experience businesses provide is important because it gives marketers and business owners a way to increase satisfaction, loyalty, and advocacy. White House Office study found that 80% of U.S. consumers would pay more for a product or service to ensure a superior customer experience.

Businesses that focus on customer engagement are very much focused on the value creation of the brand. They provide end-to-end customer experience through interactive conversations and real-time customer support.

Video chat for customer service allows friendly conversations that build trust and credibility in customers. They are happy and satisfied with the customer service experience, which has a positive impact on your brand value.

Let’s find out how:

  • Happy customers are more likely to be loyal to your brand and make repeat purchases.
  • The customers develop trust for your brand and retain for a longer time.
  • The satisfied customers’ advocate your brand by sharing their success stories with word of mouth.

5. Improve team performance with video call recordings

One of the best ways to understand your team performance is to record all the voice and video calls. With voice & video call recordings, you can understand how your team has been handling the conversations and gather feedback on the areas to improve. 

It is always good to keep a record of video conversation for internal quality assurance purposes and other valuable reasons such as:

  • Access agent performance – Call recording helps businesses to access and improve the agent’s performance. The training managers can listen to conversations between the agents and customers and prepare notes to enhance the customer experience.
  • Team training – Call recordings enables businesses is to provide feedback to the support team on how to handle customer conversations. It gives an opportunity for managers to help teams improve their communication skills, and overall performance.

6. Better remote technical support

Remote technical support is a win-win situation for both you and your customers.

When you empower your customer service reps to have remote access with video chat technology or co-browsing, the support process becomes faster, easier and much less costly. You can diagnose the root cause of the problem quickly and offer an effective solution in the first contact itself.

Visual interaction helps in learning the complexity of the customer problem and remotely guiding with the stepwise solutions to fix the issue effectively. The remote technical support process hastens when the issue is viewed practically by the agent. 

Choosing the best remote assistance software is critical, as the right solution can impress both customers and your support agents. It reduces the gap between agents and customers and delivers a virtual in person experience.

7. Improve customer service metrics 

At times customers encounter complex technical issues that need visual understanding, which is difficult to explain reactive channels (phone, email or text ). Video chat is a great solution to deal with such scenarios and deliver an undiluted customer experience.

With voice and video chat support, you not only increase user engagement but also improve your business metrics and KPIs. Tracking and measuring the KPIs will help businesses to improve their features and functionalities. 

So, what are the customer service metrics that are improved by using video chat support:

FCR (First Call Resolution)

Measuring first call resolution ensures that you are satisfying customers in the minimum time with the help of live video chat solution, without escalating the call for further follow-up. 

Average Resolution Time (ART)

Video chat for customer service improves the average resolution time ( from the first contact made until their issue is fixed) of the issue. If the resolution time is high means you need to look at it to improve it.

8. Onboard your customers with product demos 

Have you ever opted for a new product and felt completely lost? 

Perhaps you beat around the bush to see if you could figure it out yourself, or maybe you abandoned the product, and never to return again. Either way, your first experience left a bad impression.

Customer onboarding is an important part of businesses as it showcases the strategies to build effective relationships to acquire and retain customers. A great onboarding refers to quick and effortless answers to key questions asked by your customers.

Video chat for customer service

Customer onboarding in a product based organization is all about:

  • Providing a helping hand to your new customers
  • Demonstrating the value of your product
  • Understanding and adapting to your customer’s needs

It’s all about mapping and creating your customer journey by engaging your customers. The process should be smooth to educate your user base about the product features and functionalities. It includes a series of interrelated interactions that together, create a smooth and consistent customer experience.

Using video chat solution for product demos simply makes the onboarding process great. It proves beneficial especially while you are communicating important information to a new user.

Check out how QuickBooks leverages the power of product video during the onboarding process. They embedded the customer service video right into the new user dashboard to help first-time customers acclimate to the interface and complete a few introductory actions.

9. Accelerate live customer engagement

Business growth is greatly impacted by effective customer engagement. By using live engagement tools like co-browsing solutions, video and voice chat you can not only accelerate live customer engagement but also witness significant growth in new as well as loyal customers. 

Benefits of live customer engagement 

  • Better understanding between customers and agents during interactions
  • Ability to connect more emotionally between customer and agent
  • Improving first call resolutions
  • Reducing potentially frustrating and stressful situations
  • Overall improvement in customer service metrics

video chat for customer service

You can combine co-browsing and video chat and make the real time error resolution process interactive and more effective. You can get clear knowledge of the error in the first contact and provide a meaningful response that reduces the number of touchpoints. 

With co-browsing, you can share and take over control of your customer’s browser and guide them through complex form fillup and application processes. The product demos and technical support with video chat are very much effective in customer onboarding and sales conversion.

10. Personalize your interactions with customers

The key to a brand’s success is to communicate with your customer at a personal level, which makes the customer more attentive towards your saying. Forrester Research says visual engagement drives relationships and revenue for customer service.

Visual engagement tools like video chat is also a great way to build trust and credibility. Allowing customers to see more of your brand via visual communications can give them the reassurance to build trust.

Take this point in contrast with voice communication or email correspondence. Having live video call for support with customers is worth more than a million words. When you have direct communication, you can work the charms of body language, which is important in business and other activities involving human interaction. 

When your customers see you talking to them it entirely changes the nomenclature of a conversation, be it for business or in a personal relationship.

Final thoughts on video chat for customer support

More and more businesses are knowing the importance of delivering great customer experience. With voice and video chat for customer service, businesses will be able to deliver faster service and boost customer satisfaction. 

Building personal relationships with customers develop trust and credibility that go a long way in maintaining your brand image. With video chat technology, you don’t miss out on any opportunity to delight your customers’ meeting and exceeding their expectations.


Snigdha Patel
Author’s Bio

An avid reader, eclectic writer, blogger, and content writer by profession at REVE Chat, Snigdha Patel endeavors assiduously to understand complex support channels and provide information regarding them through comprehensive blog posts.

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