Why Your Call Center Needs Video Call Feature

Dóra Rapcsák
April 12, 2019
April 12, 2019
4 min read
#VCC News

With the rising popularity of omnichannel communication, businesses have started to explore new channels of communications. But only a few managed to fully embrace the opportunities provided by omnichannel customer support.

And while more and more channels gained popularity in the market, interacting with customers via video call is still relatively new to the business world.

Introducing video call feature to your call center is definitely the next step in leveling up your customer service. Make sure to read on and find out why!

Personalized customer experience

These days, customers expect you to offer them personalized customer experience. And if you need a more personal way to interact with your customers, then video call feature in your call center will come in handy.

Leveraging visual engagement by relying on video calls will allow you to create a more personal relationship with your customers, encouraging them to connect emotionally to your brand. Indeed, face-to-face communication can help build trust with your customers.

During video calls, your agents will be able to see your customers’ emotions, which will help them personalize the call while addressing their concerns.

Furthermore, such up-to-date technology, as video calls, will definitely help you modernize your customer interactions, while also improving the image and reputation of your call center.

Enhanced real-time support

The lack of a visual element has always made customer interactions with call centers more difficult. Customers, who lack technical knowledge, often struggle to keep up with agents’ explanations.

One major advantage of video call feature is that it allows customer service agents to provide enhanced real-time support. And this real-time communication is what really helps customers and agents better understand each other.

For instance, during a video call, participants can analyze facial expressions, as well as gestures, to make it easier to interpret what the other person is really trying to say.

Also, video call feature has the potential to work effectively with features such as co-browsing and screen sharing, allowing your agents to further enhance real-time support by guiding customers step by step and even gain control of their screen when necessary.

Improved first call resolution

One of the most important metrics a call center can measure is its first call resolution rate, which shows whether or not a customer’s need is properly addressed for the first time by the customer service team.

Video call allows call center agents to quickly identify and react to customer issues and it requires significantly less time to close an issue via video call than trying to explain the resolution steps via phone, email or chat.

During a video call, your customers can receive immediate responses to their issues. This, of course, does not only increase the levels of customer satisfaction but also improves your first call resolution.

Also, with video call feature, instead of requesting a call-back, your customers can immediately let your agents know if they cannot keep up with their explanations. This again will greatly help you increase your first call resolution.

Video calls create a better experience for customers, often increasing their loyalty and trust in the brand. With this in mind, if you haven’t already, then make sure to leverage video call feature in your call center.

Dóra Rapcsák
Dóra Rapcsák is Content Strategist and Copywriter at VCC Live®. As a Content Marketer and CX enthusiast, her aim is to discover and tell you about tomorrow’s ideas on Digital Marketing and Customer Experience.
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