In the middle of a chat interaction with a customer, the agent may determine that basic chat is insufficient. How might the organization benefit by having a reliable solution in place to escalate the interaction from chat to video?
Seamless customer experience
Maintaining a strong agent-customer connection is non-negotiable. Asking the customer to leave the chat interface to use some external video conferencing software is not an option. The ideal solution provides a seamless transition for the customer—chatting at one moment, and video calling in the next. The connection with the agent is maintained throughout the transition.
Deeper customer connection
Although today’s consumers are accustomed to digital interactions, they also yearn for human connection. In fact, our customer survey showed a preference for human interactions over digital ones. When seeking product service or support, 69% of consumers prefer human interaction over digital. When simply asking a question, that number jumps to 74%. By equipping agents with a mechanism to escalate customer interactions to video, organizations are providing deeper human connections for their customers.
Faster resolution of customer issues
In some cases, an agent can resolve customer issues more quickly when interacting over video. Product support or troubleshooting is a good example. When an agent can better understand the customer’s issue by seeing & speaking with the customer over video, then customers will experience a faster and more satisfying resolution of their issues.
More effective sales interactions
Your company’s sales agents may field inquiries from across the country or around the world. While chat makes this a possibility, video can take these sales interactions to the next level of effectiveness. Your prospective customers won’t feel like they’re just sending messages to a nameless and faceless representative.
Twilio’s report on customer engagement in the digital era concluded that “customers want to feel they are buying from a brand operated by people with similar values to themselves.” With video, your sales agents can serve as the face of your company.
Ultimately, combining human connection and satisfying resolution leads to a substantially improved customer experience. Chat may be a good start, and is sufficient at times. However, in instances when escalating to video would be helpful or necessary, your company will benefit by having this capability in place.
