Technological advancements have played a critical role in transforming the ways business is done. The changes have happened not only in how business is done but also where it is done. And with hybrid working becoming a norm recently, the need of on-demand and immediate communication has increased quite drastically. Businesses that want to continue growing and globalising no matter the time and situation, need to ensure that they continue building and maintaining relationships with their customers.
A lot had been said about video calling software in the past but now they have become one of the most talked about topics in the business circles around the world. Video call software deliver many advantages that you can’t get with voice call and other such solutions. They can help in boosting productivity, promoting collaboration, reducing expenses, and saving time amongst other things.
Meeting customer expectations is one of the key things that businesses focus on. But, the demands of customers are constantly changing. They are now looking for proactive, real-time support. And when you think that customer experience is the biggest reason for choosing a brand, you can’t undermine its importance and cannot delay taking steps to set it right.
One of the examples of a poor customer support experience is when a customer is not able to speak to a real person to get their problems resolved. It is frustrating for the customer, which can result in them looking at other options for a particular product or service. It can taint the reputation of a brand beyond repair. So, if you don’t pay attention to this aspect now, you will be regretting your decision later.
Visual engagement tools are the solution. Using a video calling software for customer support can help businesses in making business-customer conversations more personalised and interactive. The result – they will be able to provide satisfactory customer experiences. Nowadays, when convenience trumps all the other things, live video call for customer support helps in delivering faster responses, which is essential for improving brand credibility as well as customer satisfaction.
Video calling solutions allow customers to directly reach customer support agents in real time, which can help them in getting a resolution for their query faster. This is the reason why video calling solutions are fast replacing phone, email, and other reactive customer support channels.
The first thing that a video calling solution does is resolve customer issues faster with fewer touchpoints. It is easy to understand why it is so frustrating for customers when they have to reach out to different people, in order to get a solution for their problem. It has also been found that customers don’t like it when they are asked to stay on hold for a long time and when they are required to repeat their query to multiple support agents. Video calls make it easier for agents to understand the problem better and determine its root cause to provide the right solution at their end. This reduces the touchpoints that customers have to reach to find a solution to their problem.
Video calls are ideal for complex issues that require visual aid for better understanding, which you don’t get with reactive communication channels. So, a live video call solution provides an uninterrupted customer support experience.
Another benefit of video calling solutions is how it helps in cutting down on customer service costs. The biggest problem for customers when they try to find a solution for their problems by reaching out to support agents is the long time they have to wait in queues to get through to agents. In many cases, customers hang up out of frustration. And a lot of them never call back again due to their bad experience. But, when you have a live video call solution in place, you can resolve customer queries on an immediate basis and manage the support requests that you get on daily basis. A video call solution is the ideal way to overcome challenges including multiple touchpoints, long wait times, and communication problems. When you compare video call with other methods, it can help businesses save significantly on support costs. Businesses nowadays understand the importance of delivering exceptional customer experience. Video calling solutions such as those provided by CamCall go a long way in helping businesses to resolve queries faster and improve customer satisfaction.