Now more than ever, businesses need to do everything in their power to stand out from the competition and deliver value to their customers. This includes aiding them along the buying process and providing a personalised experience. This is what video chat can help you to achieve.
We have all seen the dominance of live chat in recent years as a customer service channel. People love the efficiency and convenience associated with live chat. All they need to do is type their query whenever they need some assistance. This helps to avoid shopping cart abandonment and to increase customer loyalty.
Video chat goes one step further than this. It ensures that customer service agents can demo products and answer queries in the most effective manner.
A lot of businesses are reluctant to add live video chat to their website because they assume that the process is going to be a complicated one. You may be surprised to learn that this is not the case. In fact, it only involves five simple steps, which we will explain in full detail below.
Live chat video software enables you to have a two-way or one-way video chat with another person or group of people. This is something that businesses are making the most of in two distinct ways.
The first is by using live chat to empower collaboration across employees and different departments within the business. This is known as business video chat solutions, with web conferencing products being popular here.
The second, which is what we are going to focus on in this guide, is adding video chat to their website so that they can connect with customers and enhance their experience. This is all about being there for your customers in the best possible way.
There are many benefits associated with adding live video software to your website, so we’re going to take a look at these before we explain how to add one of these solutions to your site.
The process of adding video chat to your website should not be complicated. Of course, it will depend on the provider you choose; however, most will follow a similar five-step process. So, let’s take a look:
You will need to create an account with your chosen video chat provider. This is a simple process, which will involve entering a few details about your business. Usually each provider offers a trial, so no payment details will be required at this stage.
There are a few companies that offer video chat solutions for free, yet we don’t recommend going down this route. This is because these plans are very limited, with few customisation features and they often incorporate the provider’s branding, which you don’t really want on your website.
Once you have created an account, you will be provided with a link for the video chat room. You can simply send this link to all of the required participants, either via email or by posting it on your web page. If you’re having a live chat discussion with someone, you can send them the link via the chat box so that a video call commences.
These sorts of solutions are very easy and convenient, as they mean you are not going to need to download any programs in order to add live video chat to your website. The Click4Assistance video chat solution is one that does not require any downloads.
You will want to ensure that your video chat solution is configured so that it provides a seamless experience for your customers.
This involves dealing with all of the technical details. How big do you want the video chat screen to be? How is it going to be incorporated into your website? How will the live chat be initiated?
The best live video chat solutions also give you the ability to customise the solution so that it is an effective representation of your brand.
This means that you can include your logo, as well as marketing messages. You can also think about the different ways that you can personalise the experience you provide for each customer.
Now, you’re ready to enjoy a voice and video chat with your customers! There are a number of different steps you can take to ensure that the experience you provide is a positive one.
It’s all about making the customer feel comfortable. Some people may feel a bit awkward going on live chat to a stranger, so greet them with a smile and interact in a friendly manner.
It is also a good idea to give yourself a second to pause before you reply to anything the customer says. After all, you don’t want a slight lag to result in you speaking over the customer.
These are the five basic steps that you need to follow to add video chat to your website. Most of the solutions today come with powerful tracking and analytic features, enabling you to get a better understanding of your customers and sales rep performance too.
You can use this information to drive your business forward and ensure better performance amongst your customer services team.
There is a wide range of functions and features available with voice chat software for website purposes today. This includes:
So there you have it: an insight into the simple process that you should follow to add live video chat software to your website.
A lot of people assume that it is going to be difficult to add this feature to their website. They envision a complicated website re-design process and lots of software to install onto their devices. This could not be further from the truth.
Adding live video chat to your website is easy, and so there is no excuse when it comes to embracing their revolutionary customer service trend.
Providing live chat software over 16 years for various different industries, including 25% of UK Universities with nearly 40% of our customer base comprising of Public Services, Charities and Insurance companies, we are specialists in these areas.
Click on your industry below to see examples of others using Click4Assistance, or use the selector to download customer case studies.