How video chat can help contact centres

Every day, we service contact centres across the United Kingdom, so we are uniquely tuned in to what challenges you face and understand what your clients are expecting of you. We use this understanding to continue to develop our software around your needs, ensuring that you get the best solution on the market. Click4Assistance doesn’t just offer live chat, but we also offer video chat services as well.

Video chat is the richest form of remote communication on the market, being the next best thing to a physical meeting. There are a multitude of reasons for this, including body language responses and visual stimulation, and there are many key benefits. It’s one of the most cost effective methods of rich communication that can be offered to clients, with the biggest return on investment as it is one of the more preferred methods by customers.

Building a relationship is one of the most important factors in customer service, as you need a relationship to build trust and develop them into a loyal, lifelong customer. One of the many ways of doing this for your clients is to offer video chat support. This will instantly give your client’s customers a more visual form of communication, improving their customer experience while psychologically building trust as they are speaking to a person they can see, even though it’s through a screen. We are biologically programmed to trust our eyes and trust other people so video chat triggers this response in the brain, giving the customer a boost in confidence. This ripples into the customer satisfaction rate, which reflects well in your contact centre, which is a win-win situation.

Along with building trust and confidence, video chat supports body language, which accounts for 93% of our communication. This would mean that communicating with customers via video chat is more preferable as a warm smile and calm tone of voice can calm most frustrated customers and open the door to build trust and reassurance much quicker than with just a voice call. Customer service agents can also read the body language of customers to gauge how to respond or how to approach a particular issue in a much more informed way. This will also increase the productivity of some customer issues as miscommunications tend to be lesser when speaking with someone face to face.

Eye contact has a massive role to play in how we deal with people. People tend to trust people who make eye contact based on the instinct that those who avoid eye contact have somehow wronged them and should not be trusted. However on the flip side, should someone be able to hold a conversation with frequent eye contact that is not glaring but softened, a level of trust is almost immediately established.

Video chat allows this form of behavioural analysis for customer service to be explored as well. Contact centres offering video chat can also provide more comprehensive notes on customers who are deemed as “problematic”. If a customer seemed to be aggressive over the phone, but then very calm or relaxed on video chat, it may be that they prefer video chat as a form of communication, whether they are aware of it or not, and this can improve interactions with this customer in future. Additionally, contextual notes about body language like these can be very helpful later on, for both your client and your own customer service team, should they have to revisit this customer. It’s an incredibly powerful communication tool that can be used for more than just conference calls.

Click4Assistance’s unique dashboard allows your video calls, live chats, social media messages and customer notes to be in one place, reducing the need to switch through multiple apps for various different communication platforms. It’s robust, reliable, GDPR compliant, and encrypted, so you know your data is safe.

Click4Assistance also supports remote working which is a massive bonus given the COVID-19 outbreak. Many companies have been left with no choice but to establish working from home policies during the pandemic lockdowns. Click4Assistance’s software is completely remote, and can be installed on a desktop or a laptop, or accessed via the Chrome browser making it easier for your contact centre to keep working, especially now.

If you’re interested in deploying Click4Assistance, the UK’s premier GDPR compliant live chat software solution, to level up your contact centre in 2020, give us a call on 08451235871 or send an email to theteam@click4assistance.co.uk and one of our experts will be with you right away. Not ready to reach out yet? Discover how it works, try a demo, or better yet, try Click4Assistance completely free for 21 days.