As businesses increasingly move toward digital engagement, they are balancing the convenience of text-based chat with the need to build deeper human connections and avoid digital fatigue with their customers. The approach for many companies is to transition their customer service and sales agents to use video chat with customers. The ideal solution for achieving this approach is chat to video escalation, in which an agent-customer interaction begins with text-based chat but then escalates to video.
The benefits of this approach include building deeper connections with customers, which can lead to more satisfying issue resolution and more effective sales interactions. As we’ve seen, the solution brings some operational challenges, particularly in the areas of training and policy for this new type of interaction. However, implementing chat to video escalation is straightforward for companies that leverage Twilio Flex.
Try the already-built Video Escalation Flex Plugin if you are ready to adopt, customize, and deploy this solution now. For companies that want to adopt this approach but are unsure of how to get there, contact Twilio Professional Services today. We can’t wait to help you build!
