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RESEARCH, ANALYSIS & TRENDS

Modernizing communication channels

has many advantages

Even if chats are worth their weight in gold for Communicating via video is also in line with the current
customer contact, they make up only a part of consumer trend, as research has shown that two thirds
the communication options as it is, for instance, of all customers worldwide video chat with companies
often more practical to simply communicate via more often than a few months ago. For consumers who
video. want a personalized experience or have a complex
problem to solve, video is their first choice for communi-
As a business, you should be aware of what you are cation.
missing out on without additional features like video
and screen sharing, or that you can address your cus- Better reputation and lower costs
tomers with follow-up or upsell campaigns by monitor-
ing real-time data. If your customers are bothering to contact your compa-
ny, be well prepared. Even if they value your brand,
The market researcher Forrester states in its report Vis- one third of consumers drop out after just a single bad
ual Engagement Drives Relationships and Revenue for experience, while 90% of them only become unfaithful
Customer Service as well that more and more compa- after two or more incidents.
nies are using visual elements such as video, co-
browsing, screen sharing, and note functions in their With video and screen sharing, you can increase the
customer communication, preventing that way the con- number of contact center channels you have and make
versation from becoming too chaotic. Not to mention your communication more flexible, intelligent, and per-
that it makes it easier to be understood and build a sonal. Video and screen sharing shorten the average
more personal relationship with the consumer. processing time, increase the first-time solution rate,
and lower the costs of customer-related processes. In

August 2021: Omnichannel Marketing 7