28 June 2022
5 Ways Video Chat Has Changed
Video chat has changed enormously over recent years, and continues to develop. Discover what’s possible, both now and in the future.
Chatting with company representatives via video was something of a rarity before the pandemic. However, due to COVID-19-related restrictions, it is becoming more main stream. Consumers are arriving on websites and increasingly expecting tools that let them connect with representatives digitally, face-to-face.
Because of these developments, video chat is changing dramatically. Here’s how:
Seamless Integration With Company Branding
Third-party website video chat looks out of place on most websites. The branding is all wrong and it doesn’t fit the website’s theme. Worse still, it can make customers suspicious. If corporate websites look haphazardly cobbled together, they don’t create a good impression. Click4Assistance’s Video Chat software provides a solution. Instead of presenting customers with a generic video window (or, even worse, a third-party branded window), they see a box that chimes with your company theme. Brands can include their logo, colours and marketing messages natively, without having to clumsily add them later.
Simple Routing For Better Customer Outcomes
Video calling is also becoming more advanced, thanks to powerful routing functions. Customers no longer have to converse with the first available rep. Instead, the software can queue them until a representative who can deal with their issue is free. Hence, routing provides a more personalised customer service experience.
Easily Move From Voice To Video
In the past, moving from voice to video conversation usually involved ending the call and then ringing back. It could be done, but it was difficult, particularly when there were lots of participants.
Now, though, Click4Assistance has made the transition easy. If you want to convert a voice conversation to a video chat, you can do so with little more than the click of a button. Visitors can then see real people behind your organisation, instead of just voices on the telephone.
Just like the best chat software for website visitors, Video Chat offers an array of features and functionality. Moving to video lets you build trust, demonstrate your products, and transform your online presence. Building rapport is easier once you can maintain eye contact with your audience.
Collecting Critical Visitor Information Is Now Easier Than Ever Before
Video chat solutions are also evolving to collect more visitor information so that brands can offer customers better service. For instance, Click4Assistance’s solution starts gathering visitor contact details before video chat begins. It also presents a department selector, giving users choice over who they connect to.
At the same time, post-chat services are also improving. Brands, for example, can survey customer satisfaction to see what they thought of the conversation in real-time. They can also benefit from marketing options, such as providing sign-ups for marketing information and social media links.
Even when video chat is offline, Click4Assistance’s Video Chat keeps working hard. Buttons for accessing calls are automatically hidden, call-back details get sent direct to your inbox, and you can present out-of-hours information.
Provide More Direction To Customers
Lastly, modern video chat platforms, such as the one provided by Click4Assistance, are making it easier to direct and instruct users. Just like Live Chat, Video Chat incorporates multiple features that enable reps to engage with customers in the video call environment, without the need to open new tabs or apps.
Here are some of the ways that Click4Assistance’s Video Chat is pushing boundaries:
- Predefined replies: Send snippets to customers from a predefined library, saving time, and energy, while providing accurate, timely, and up-to-date information
- Auto-navigation: Automatically redirect the user’s browser to the correct page
- CoBrowse: Let reps see the page the customer is viewing
- File transfer: Quickly send documents to the customer during video chat
When these functions and features were missing from video chat services, reps couldn’t provide the same degree of support as they did through chat. However, thanks to many years of innovation and software development, they are now available.
How video chat will change in the future remains to be seen. As a medium for communicating with customers, it is still in the adoption phase. However, going forward, demand is likely to grow substantially. The global video conferencing market, for instance, is expected to grow at an annual rate of 11.3 percent between 2022 and 2029.
We may also see the development of more metaverse-centric solutions. Further integration with social media may become necessary as consumers abandon the real in favour of the digital. Whatever happens, Click4Assistance will be here, changing with the times.