Video Chat

How does video chat work in a contact center?

In the contact center, video chat enables direct and visual interaction between customers and service employees. Customers who need support on a website can use a video call to reach agents quickly and easily to clarify concerns or questions in person. Video chat also offers agents the opportunity to provide visual support – for example, by customers pointing out a problem directly to the agent or showing the functions of a product.

Use cases

Video chat can be used in various customer service contexts:

• Technical support: Customers can show problems directly, e.g. when setting up devices or troubleshooting, which speeds up problem solving.

• Product advice: Video chat is ideal for demonstrating products live to customers and answering questions directly, e.g. in areas such as fashion, electronics or financial services.

• Onboarding and training: Customers can be supported with step-by-step instructions via video chat, which is particularly helpful when introducing complex software products.

Advantages in customer service

• Personalized customer interaction: Video chats offer more direct and personal communication than traditional channels, as facial expressions and non-verbal signals can be used.

• Faster problem resolution: By being able to present the problem visually, customers and agents can reduce misunderstandings and reach a solution faster.

• Increased customer satisfaction: The availability of a video chat signals to customers that the company attaches particular importance to high-quality and customized customer service.

• More efficient communication: Complex topics or products can often be explained more quickly in video chat, as visual aids such as co-browsing or screen sharing can be used.