What marketing-related trend has surged about 70% in fewer than two years? Many would respond – the use of mobile devices. While this is an excellent guess, it’s not the answer presently sought. That answer is -- the use of video chat for customer service. There’s good reason for the rapid rise of this phenomenon. As it turns out, video chat offers a wealth of advantages for e-commerce brands hoping to sync nicely with contemporary preferences.
Consider, for instance, the obvious advantage of convenience. Video chat enables customers to interact personally with brand representatives while firmly wedged in a favorite living room chair. No need to leave one’s home. This option is particularly handy on days marred by raging weather.
You might argue that a customer could derive equal convenience with a voice-only telephone call. True, but going this route wouldn’t satisfy humanity’s basic need for personal contact. With video chat, customers can behold a rep’s facial expressions and responsive gestures in real time. This, in turn, creates a more comforting and emotionally satisfying user experience than basic telephonic communication. And that positive experience can make all the difference in the world when it comes to generating sales, earning long-term loyalty, and instilling trust. Yes, video interactions aren’t quite on a par with actual physical encounters -- but they run a close second.
Brands also should recognize the built-in cost savings offered by video chat. No longer must a cash conscious business maintain, service, and in some cases build new physical customer service locations. Through the magic of video chat, entities can rely on virtual centers to fulfill customer service needs. The amount of savings, of course, depends on the extent of a brand’s operations. But not matter how extensive these are, an efficient virtual customer service system will put many more pennies in your pocket.
If you have questions or comments about using video chat customer service for your ecommerce site, or about any other brand-related topic, feel free to send them our way.
You can connect with the Young Company team at 949-376-8404 #4033 or bart@youngcompany.com. And be sure to follow us for the latest brand marketing news and tips.