CX Video solutions are becoming increasingly commonplace in the business landscape. In recent years, video has emerged as one of the most popular immersive tools for communication.
Not only does it enhance internal interactions between teams, but it can also deliver more contextual, personalized, and efficient experiences to customers. Since the pandemic, demand for video solutions in the customer journey has skyrocketed.
Tools for video chat, co-browsing, and even video-driven onboarding empower business leaders to create highly humanized experiences for their target audience. 94% of customers even say video support contributes to a positive experience with a brand.
Today, we will examine some of the top reasons why every customer-focused team should consider embedding video into their omnichannel strategy.
1. Improved Service Speed and Quality
Contact center agents have often struggled to deliver exceptional, streamlined customer service with limited context. Customers don’t always know how to convey their issues accurately over the phone or text-based messages. Video can resolve this issue.
With CX video solutions, customers can show agents and technical support representatives the problem they’re dealing with. Cobrowsing tools built into the contact center can allow agents and customers to address issues collaboratively using visual resources.
Video can optimize agent productivity in the CX landscape, leading to faster first-call resolution rates, and reduced average handling times. It can also reduce customers’ frustration when they struggle to explain their issues or concerns. According to one report, live video conversations lead to around 73% higher satisfaction levels.
2. Enhanced Customer Success Rates
Much of a strong customer experience strategy relies on a company’s ability to empower its buyers. While a knowledgebase or chatbot can assist customers in troubleshooting problems and learning how to use new tools, these resources lack visual context.
Video is the most empowering form of communication in the CX landscape. When oral and visual communication strategies are combined, we retain information up to 600% more effectively. Plus, the video makes it easy to break down complex concepts for onboarding and training purposes.
With CX video tools, companies can enhance their self-service and customer onboarding strategies. They can create step-by-step how-to videos, training resources, and similar solutions to turn customers into loyal advocates.
3. Humanized Contact Center Experiences
The role of the human being in the contact center is evolving rapidly. Increased investment in automation, generative AI, and chatbots is reducing the presence of the human agent. However, many customers still crave a human, personalized experience.
Video solutions in the CX landscape empower companies to deliver a more immersive, intimate experience for every customer. Face-to-face interactions naturally breed trust and loyalty in the modern world. They allow customers to connect with companies on a deeper level.
Video tools will likely become more essential as concepts like authenticity and empathy become increasingly crucial to customer service. They can provide businesses new dynamic ways to engage, convert, and guide their customers.
4. Reduced Customer Service Costs
While investing in a new solution for your omnichannel CX strategy does incur an initial cost, the benefits of CX video tools can outweigh the expenses. Many contact center and CX platforms already include access to video solutions as standard, making the technology accessible to all companies.
Additionally, video in the contact center can improve productivity and efficiency among teams, leading to faster, more cost-effective environments. Some studies suggest contact centers enabled with video can save up to 50% on their support costs.
With video, employees can quickly assess a customer’s issue with visual context, reducing the need to transfer calls to other team members. Video tools can also allow agents and professionals to evaluate technology, tools, and products from a distance. This reduces the need for teams to travel to a customer’s location to implement a fix.
5. Increased Conversion Rates
Used correctly, CX video tools don’t just reduce operational costs; they can also increase a company’s revenue and potential income. Video can open new avenues for delivering value-added services to a customer’s portfolio, such as live remote support and technical assistance.
Video also differentiates companies from their competitors, allowing them to stand out as a human-focused and customer-centric brand. Since video solutions like how-to guides and onboarding systems can improve customer success rates, increasing loyalty and retention.
Customers who feel empowered to access the full benefits of a purchase or solution are likelier to continue buying from the same brand. The better your customer retention rates, the higher your customer lifetime value will grow.
6. Greater Business Insights
As video becomes a standard contact center and CX strategy component, vendors are unlocking new ways to pull insights from video content. Speech analytics and computer vision tools enhanced by AI can collect information about customer sentiment from recordings.
Monitoring tools and dashboards offer a comprehensive insight into quality assurance, allowing companies to adhere to industry standards. Intelligent tools can even scan through video recordings to check for security, data, and compliance issues.
Moreover, business leaders can create comprehensive training campaigns for contact center agents with secure video recordings. These recordings can offer a behind-the-scenes view of how agents navigate complex customer conversations.
7. Stronger Brand Reputation
Perhaps above all else, CX video tools give businesses the resources to enhance their reputation in a complex experience economy. A video-enabled contact center can improve NPS scores and provide valuable insights into the customer journey.
Moreover, with a video-enabled solution, companies can ensure they’re offering an actual omnichannel experience to their customers. A comprehensive contact center platform will allow organizations to assist customers on all their preferred channels.
This means companies can quickly move between conversing with customers in chat to providing step-by-step guidance via video. This streamlined and convenient experience can enhance customer retention rates, customer satisfaction scores, and brand advocacy.
It’s Time to Invest in CX Video Solutions
Since the pandemic, demand for CX video tools has been growing consistently. Today’s consumers use a variety of channels to connect with brands. However, video is still the most engaging and humanized way to interact with customers.
Video tools can empower customers and agents alike, driving exceptional business results by offering an excellent combination of context and efficiency.
