Video Chat – the next step in customer service?

Published on 04 February 2015 by in Latest News

iStock 000027352143 Small 300x199 Video Chat – the next step in customer service?According to a new study by Gartner, more than 100 of the 500 largest global businesses will introduce video-based chat by 2018.

Gartner estimates that 2015 will see 50 of the largest businesses introduce video chat but the number is predicted to double in three years. It’s clear that consumer expectations are rapidly shifting, and today’s consumer demands an integrated omnichannel experience. numero believe that video chat could be the next channel to provide personalised customer service and meet consumer’s high expectations when it comes to resolving issues or answering questions.

“Video chat provides customers with a richer sense of presence, personalised experience by helped coordination of communication and the support of emotional expression, and the real-time sharing of content,” said Brian Manusama, research director at Gartner, in the report.

Recently Gartner also predicted that by 2017, one third of all customer service interactions will still require the support of a human intermediary. However the pace of introduction of new channels, such as virtual customer assistants, self- service kiosks and video chat and the emphasis on personalised customer experiences means companies will have to retain highly trained customer service professionals. Nearly 60 percent of customer service interactions in 2014 required the intervention of a human support agent.

“Businesses need to focus on what key customer experiences would benefit from customer engagement with a human, transforming the definition of customer service from an isolated function into an enterprise objective delivered across all points where the customer ‘touches’ the business,” said Michael Maoz, vice president and distinguished analyst at Gartner.

E.ON Spain, part of the world’s largest global provider of specialised energy solutions E.ON Group, recently announced that supporting their new strategy of “Empowering customers, shaping markets,” they will introduce a market-leading customer support program featuring the services of VideoDesk, the cloud-based, business-class online video chat solution services company.

With the addition of VideoDesk, customers can now obtain personalised advice from an E.ON customer service expert, directly from their computer on the E.ON web page. E.ON’s main objective is to give its online customers the same level of support as they would during a physical meeting.

“Thanks to VideoDesk, our customers have instant face-to-face access to E.ON experts from home or from the office. This enhanced customer service connection will allow our clients to interact with our staff, just as if they were to come to our offices or us to their location,” said Mr. Javier Anzola, General Manager of Liberalized Businesses at E.ON Spain.

“Getting E.ON’s expert agents connected to their customers while they’re online is the key to increased customer service, increased satisfaction and customer loyalty.”

numero believe that striving for positive customer experiences has become increasingly important and there is an undisputed connection between the experiences of a customer and their loyalty. While video may have found its place for conferences and B2B interactions, numero have to question whether consumers are ready to sit face-to-face with a call centre agent to solve their problems. Will it be the number one customer service channel in the near future or are consumers not quite ready for this personal interaction?

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3 Customer service trends providing great customer experiences

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