Video capabilities can help customers resolve their issues more quickly and with greater satisfaction – so contact centers should offer customers the choice of beginning their interactions that way.
When was the last time you used video or screen-sharing? Perhaps just today at a work meeting or over the last weekend when calling a distant relative or a child away at college? Or — let’s be real—to talk with someone on a different level of the same house?
Video is a way of life, and it’s incredibly convenient. At work, a quick click gets us on a Zoom, Webex, or Dialpad meeting, for example. In our personal lives, a few clicks on a mobile device can get us on FaceTime or another visual service.
But what about when consumers want to interact with a company they do business with?
Although 77.2% of companies will offer some form of visual engagement (video and screen sharing) for customer interactions by the end of 2023, they’re not making it easy for consumers to use.
Video and screen sharing are typically escalation points from a customer phone call, webchat, SMS, or even AI-powered chatbot. They’re often kludgey set-ups that end up disconnecting the interaction from contact center translation and transcription capabilities, notation in the customer data record, or other agent applications.
Typically, the agent sends over a link and starts an entirely new call stream. The only exceptions are if video is integrated into the contact center (companies such as 8×8, GoTo, and Zoom do this, for example) or companies integrate a third-party platform (Glia, Recursive Labs, and Surfly, to name a few) into their contact centers.
Either way, the notion of “click-to-call” hasn’t extended to “click-to-video” from a website or via a mobile device on an SMS chat.
That’s quite frustrating for consumers, who say they would prefer to start in video for certain use cases.
We asked 502 consumers about when they would use video, screen-sharing, both, or neither in the following circumstances:
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