The following example use cases show concrete scenarios when chat to video escalation would be especially effective. These are industry-specific examples we’ve seen in action, but you may find that at least some aspects of all scenarios resonate with your present experience.
When a customer needs support with a recent purchase
A customer reaches out to a major retailer where they recently purchased a new electronics product. The customer starts a chat with the company’s customer support. When it’s clear they are struggling to install the product, the agent can escalate the chat to a video conversation so that they can more easily assess the customer’s problem and help them solve it.
The same retailer can selectively use a chat to video escalation to help with configuring or demoing products to promote sales and mitigate returns and frustrations.
When a client needs help with a financial services application
A customer is completing a loan, credit card, or IRA rollover application and they get stuck. They start a webchat through the financial institution’s website and once their issue is routed to an agent, it becomes clear that they need more help. An agent offers to move the conversation to video so that they can share their screen, verify their identity, and finalize the application together.
In this scenario, many issues can be adequately addressed through a combination of automated webchat responses with some chat conversations routed to live agents. A much smaller number of those conversations can be escalated by the agent to video as needed, increasing productivity overall, but maintaining that human touch that consumers value.
When a member needs help with healthcare benefits
A state’s public health benefits program is on a mission to make healthcare insurance available to the state’s neediest residents. While in-person, onsite visits used to be the norm, it wasn’t possible during the pandemic, and it’s not practical now given the digital tools available. When nurses connect with a new member via their Twilio Flex-enabled contact center webchat, they can easily escalate to video to walk the member through their enrollment form or insurance claim, share their screen, respond to questions, and get members the information they need in a highly personalized way.
With this solution, the organization has drastically improved their productivity and improved employee morale who are now more free to work from home but they are still able to provide life-changing help to their members with a human touch.
