Online video chat: How to create personalized customer experiences
Is Online Video Chat the Path to a Personalized Customer Experience?
By 2018, Gartner predicted that more than 100 of the 500 largest global businesses will introduce video-based chat for customer-facing interactions.
But a recent Global Contact Center Benchmarking report indicated that 75% of respondents have no plans for video chat.
That’s because it’s challenging for some businesses to identify the benefits of this channel, and to recognize the changes they need to make to deliver outstanding experiences.
In this expert guide, customer experience pro and president of SJS Solutions LLC Scott Sachs explains the 3 benefits of online video chat.
• Whether or not video chats are an effective tool in contact centers
• Tips for architecting personalized customer journeys
• How to address challenges associated with video-based customer service