Most business leaders know that customer expectations are constantly changing. New trends constantly influence the market, as different technologies and generations emerge. However, one thing remains certain; excellent customer experience is crucial to success.
73% of leaders say there’s a direct link between their focus on customer service and their overall business performance. Increasingly, organizations are discovering that delivering a fantastic experience means connecting with customers across all channels.
Video CX strategies bring the humanizing power of video technology into the customer experience landscape, creating deeper connections between brands and customers. Today, we’re looking at just some of the hottest trends driving the rise of video CX in 2023.
1. Demand for Hyper Personalization
Even in a world of bots, self-service, and automation, customers demand a personalized experience. That’s one of the reasons why Chat GPT and generative AI tools have become so popular in the chatbot landscape. However, even the most intuitive bots can struggle with personalization.
Video CX tools empower agents to connect with customers on a deeper level through face-to-face interactions that can adapt to their needs. Adding video to the CX roadmap helps companies personalize experiences by giving customers more channel choices and direct interactions.
Moreover, with innovative contact center platforms, companies can align their video CX strategies with data and insights. Modern platforms can connect with CRMs and customer databases, offering real-time insights into how agents can improve the experience.
2. Truly Connected Omnichannel Experiences
The demand for omnichannel customer service is nothing new. Today’s customers want to be able to interact with their favorite brands on any channel throughout the customer journey. 69% also say getting a consistent experience on every platform is important.
Evolving contact center and CCaaS solutions offer intuitive ways to align the omnichannel experience. They allow agents and customers to jump between video and other communication styles with the click of a button. Plus, they ensure context is retained from one platform to the next.
CPaaS and API vendors are also providing companies with new ways to implement video into a seamless customer experience. With these solutions companies can embed real-time video tools into the apps and workflows they already use.
3. Evolving Business Insights and Analytics
Turning the contact center from a “cost center” into a hub of profitability requires data. The more valuable information companies can collect about their customers, preferences, and journeys, the better the CX strategy becomes.
Video CX solutions in the modern business world are unlocking new access to insights. With intuitive tools capable of voice and image analysis, companies can draw valuable conclusions. Business leaders can track customer sentiment throughout the purchasing journey. They can also use proactive monitoring tools for quality assurance and compliance.
Analytical and reporting tools in the video contact center can help train agents to deliver better support. They can also feed predictive AI algorithms with data. This helps companies to respond more rapidly to the needs of their audience.
4. Seamless Cobrowsing for Remote Support
As customers continue to embrace video as a customer service resource, the tools available to teams are evolving. Today’s innovative platforms can provide agents with the opportunity to deliver robust remote support.
Cobrowsing solutions aligned with video tools create a collaborative service experience. Customers can share their screens and video feeds, and get real-time feedback from technical experts. They can use this context-rich guidance to troubleshoot and address issues remotely.
Not only does this improve first-time resolution rates and reduce average handling times, but it can minimize costs too. With cobrowsing and video tools, companies don’t need to send as many technicians to a customer’s physical location.
5. Immersive Customer Service Experiences
Video CX technology has inspired many companies to invest in more immersive, memorable customer experiences. Increasingly, innovators in the CX landscape are beginning to look beyond video, to technologies that create a new sense of presence.
XR or extended reality tools could represent the next generation of immersive customer interactions. They’ll allow companies to connect with customers through every stage of the buyer journey. Plus, they offer a unique opportunity for companies to explore the benefits of the metaverse.
XR solutions combined with video can bring customers and teams together in unique environments for onboarding and product training. They can help agents deliver guided support to customers dealing with complex issues. Plus, they may help customers make better buying decisions.
6. The Increasing Presence of AI
AI has become one of the most significant trends in the contact center in 2023. The rise of generative AI in particular is opening new doors for the customer experience landscape. With intelligent tools, companies can offer more advanced self-service experiences. However, they can also create scripts for video-driven sales and service agents.
Artificial intelligence could also improve the understanding between team members and customers in the video enabled CX space. With real-time transcription and translation tools, the risk of misunderstandings is minimized.
What’s more, AI-driven solutions can improve business insights too. These solutions can detect sentiment, intent, and other factors in real-time. This leads to opportunities for virtual assistants to guide agents through valuable service interactions.
7. Harmonious Automation
Finally, just as AI is growing more common in the CX space, automation is thriving too. Automation technology in the contact center can support and empower agents, and drive higher CSAT scores. It also improves productivity, and efficiency levels in the CX space.
Automated technology built into the video CX space can serve a number of purposes. Companies can use these tools to automatically transfer visual data between team members. They can use AI-driven automation to route customers to the right agent on any channel.
Automated solutions can also rapidly collect data during conversations. This reduces the need for team members to make notes and upload them to CRM systems manually.
The Ongoing Rise of Video CX
Video in the contact center and CX world is growing increasingly common. Today’s customers want flexible, engaging, and human experiences. Video offers one of the best ways for organizations to connect with their audience on a deeper, emotional level.
As innovations continue to emerge in AI, edge computing, and 5G, video is likely to become a more consistent part of the full customer service strategy.