There is no question that a multichannel customer service strategy can benefit your contact center. Multichannel makes a lot of sense—the more customer service channels you have at your disposal (like voice, SMS, email and live chat)—the easier it becomes for customers to solve their issues and have great experiences.
There’s one channel, however, that is generating a great deal of confusion: video. Many customer service managers are still struggling to understand how video fits in to the bigger customer service picture.
As one manager recently asked, “You really mean to tell me that customers want to have video chats with live agents? Come on!”
The answer seems to be yes. And here’s why:
While the idea of video chatting with an agent may seem awkward or unnecessary, it’s actually a good way to establish trust. For this reason, video is an ideal customer service channel for companies in high-risk industries, or those that provide high-end services.
For example, imagine a banking customer calling a financial institution to check on the status of his or her account. That person will want to know who they are talking with. He or she may even want to speak with the same agent every time. Video is an ideal way to forge a connection and create customer loyalty.
Video can also play an important role in streamlining customer care at locations like self-service POS terminals and ATMs. With the push of a button on the machine, a customer can easily connect with a live agent for support.
We’re not suggesting that video should be the primary means of customer support, but when used in conjunction with other multichannel offerings it can go a long way in driving engagement and improving customer satisfaction.
To learn more about how video can benefit your customer service strategy, click here.