The Hottest Trends in Video CX for 2022

Rebekah Carter

Trends driving video CX in 2022

Insights Vertical Market
The Hottest Trends in Video CX for 2022

Customer expectations have evolved drastically in the last couple of years. The pandemic has prompted clients to prioritise new concepts when deciding which companies to do business with. One area earning increasing focus today, is the opportunity to engage customers with video.

Currently, around 63% of US managers believe customers now expect contact centres to offer multiple channels for customer service. A further 53% of those managers say those channels will include a heavy focus on video. Even before the pandemic, customers are beginning to look for more personalised, convenient, and contextual ways to connect with companies.

Now, a rising number of consumers are comfortably navigating the digital landscape on a daily basis and relying more heavily on video communication. Video is therefore becoming a must-have part of the omnichannel CX space.

Here are some of the trends currently cementing the value of video in CX.

1. Agent Experience

Increasingly, companies are learning that if they want to deliver the best customer experiences, they need to start by creating the best possible employee experiences. Delivering a fantastic agent experience is much easier with video, because it ensures your team members have everything they need to perform at their best, even when working in hybrid and remote environments.

To solve a problem quickly, agents need context and insight into a situation. Video can help agents to see first-hand what’s going on with a customer, so they can deliver the right level of service. Video also allows team members to interact with their colleagues on complex consumer problems, sharing screens and using visual insights to rapidly address an issue.

Video can even reduce the amount of time team members need to spend travelling to client locations, by allowing them to solve problems remotely.

2. Digital Engagement

Customers are demanding more digitized experiences. During the pandemic, we learned how to communicate and collaborate through video content to complete a range of tasks. As such, most consumers expect to be able to use the same tools when they need to solve problems with their products or services.

With video as part of an omnichannel solution for customer service, companies can deliver the kind of real-time, efficient, and digital experiences today’s customers are looking for. Companies can even leverage video for engagement throughout the entire customer journey. Marketing teams can use video and live chat to interact with clients as they’re shopping for products. Customer success teams can then use the same video technology to onboard customers and teach them how to use services.

3. Self-Service

Around 89% of customers in the US alone expect companies to have an online support portal with self-service functionality. Today’s more digitally-empowered consumers want to be able to solve issues on their own before reaching out to your team. However, they can only do this when they have access to the right resources.

Video can offer a far more immersive way for customers to learn how to troubleshoot problems and fix issues on their own. Companies can add video FAQ responses to their knowledge base or add video guidance to a help-desk. You can even run webinars teaching your customers how to solve common problems they might have.

With video to guide your customers through various actions, from setting up a new account to troubleshooting an issue, you also reduce the pressure on your customer service teams.

4. Hyper Personalisation

Customers have been demanding more specific, relevant, and personalised experiences for some time now. Unfortunately, the shift to a more digital landscape has made it harder for many companies to form the essential human connection they need with their target customer. Video could be the answer to this issue. With video for customer engagement, business leaders can provide agents with a more immersive way to connect with customers.

Video can replicate the feeling of face-to-face interactions, while allowing agents the visual queues they need to adapt in-the-moment to any situation. By integrating your video technology with your other CX tools and CCaaS solutions, you can also ensure agents continue to have access to the right information to assist clients too. Video tools can even help with training future employees, by allowing teams to capture information for learning opportunities.

5. Hybrid Teams

One of the most significant trends paving the way for more video in the contact centre, is the introduction of new kinds of workplace environments. Today’s customer service agents aren’t necessarily available to connect with clients face-to-face as they used to in the past. Companies are rapidly cutting down on the number of in-person interactions they have with clients, as a way of keeping their team members and the public safe.

As hybrid workplaces become more common, video allows businesses to recreate the empathetic, human, and engaging experiences they used to have with clients in-person. Video can enhance the quality of everything from initial onboarding meetings and product demonstrations to customer service conversations. What’s more, by giving agents more visual information, it’s more likely they’ll be able to guide clients through methods of solving issues at a distance.

6. Immersive Customer Experience

While there might be a while to go before XR in the customer experience landscape becomes common place, many experts believe that we’re rapidly heading in this direction. If immersive technology does become a critical part of how we interact with customers in the future, there’s a good chance video technology will be crucial to its success.

Video embedded into extended reality solutions can help to bring more context to a conversation, or help human beings to interact more effectively, with personalised avatars. Video will also be crucial for capturing the visual information that might need to be shared in an augmented reality or mixed reality experience for future immersive interactions. As the world continues to progress towards the era of the metaverse, there’s a good chance immersive interactions and video will continue to grow in the CX space.


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