Video call solution becomes a powerful tool for businesses of all sizes to interact and cooperate in ways that go beyond online meetings. In detail, this technology offers many benefits for the customer service department of the company.

It might assist you in cutting operational costs and boosting efficiency at your company. Also, it provides customers with a greater tailored experience and has evolved into a cutting-edge competitive differentiator for organizations.

In this article, you will discover how using video in call centers will enhance your ability to serve customers better. The benefits can be categorized into 8 points here:

1. Improve First Contact Resolution (FCR)
2. Increase Net Promoter Score (NPS)
3. Control Quality of Service (QoS)
4. Decrease customer service costs
5. Lesser touchpoints
6. Humanize experience
7. Boost agent’s productivity
8. Receive feedback faster

1. Improve First Call Resolution Rates

Interactions in call centers have always been difficult due to the absence of visible contact. Businesses in the telecommunications, healthcare, and banking sectors may find it hard to provide exceptional customer service when using only phone calls only. Moreover, customers can not describe their concerns or issues accurately through voice calls or chats.

A support option including video calls helps call center agents interact with customers directly to observe issues and their behavior in real-time.  Face-to-face chat significantly boosts the effectiveness of your customer care, particularly one important  key performance indicator (KPI) called First Contact Resolution (FCR).

Reasons why video contact center improves FCR:

• Decrease average handling time (AHT): A video-enabled contact center speeds up responsiveness, enables agents to respond to consumer inquiries more quickly which improves their customer experience.
• Rapid issue resolution: Agents can identify the exact issue via video calls and provide necessary solutions which enhance customer satisfaction.
• Personalized experience: Direct communication with clients gives brands the chance to provide more individualized service and maintain the dialogue in line with the company's standards.

2. Increase Net Promoter Score (NPS)

You can better grasp your customers' issues and needs if your call center has video capabilities. The satisfaction rate of any customer service channel was highest during live video discussions by 73%.

As a proactive support channel, video calls enable contact center employees to: 

• Quickly identify problems and offer useful solutions.
• Reduce the number of touchpoints significantly by providing contextual solutions.
• Conversations with customers are personalized, thus increasing trust.

Having video call features in the contact center helps yield higher NPS scores. Higher NPS ratings mean happier customers.

>>> Read more: 8 Essential Call Center Metrics For Customer Experience and Agent Productivity  

3. Control Quality of Service (QoS) 

The video call solution not only provides face-to-face conversations, but this technology also brings in a recording feature. 

Recording video discussions is crucial. Businesses can learn about how well their staff is functioning and enhance their customer engagement strategies through these recordings The following are the main advantages of recording video chat sessions:

• Train agents effectively: Managers can  watch the video recordings and identify right away which agents are capable on their own and which ones need more instruction.
• Enhance customer service: It enables call center managers to review and learn more about how agents handle client interactions.
• Evaluate agent’s performance: The managers can listen to discussions and separate the topics that provide results from those that require improvement.

4. Decrease Customer Service Costs

Utilizing video call center software is inexpensive and speeds up response times.

In comparison to alternative techniques, contact centers equipped with video typically save more than 50% on support expenses. Helping right away and drastically lowering the number of support queries are both beneficial.

You can respond to consumer inquiries in video-based contact centers with fewer odds of a follow-up. It lowers the cost of infrastructure for managing discussions and recruiting more agents.

5. Lesser Touchpoints More Effectiveness

Customer experience is good when there are fewer touchpoints. It means you can provide a terrific experience if your contact center successfully handles consumer expectations properly.

By integrating video-enabled call center solutions into your contact center, staff are better equipped to locate the source of the issue and provide a workable solution more quickly, hence minimizing the number of digital customer interactions.

Your high-value cases or VIP customers can be escalated to agents who have video capabilities for a more efficient response.

6. Humanize Experience

Personalization is automatically delivered through video call support. Customers may interact with your brand on a new emotional and non-verbal level when they can see your call center representatives in person via live video. 

Customers' desire for customization in their buying experiences is emerging as a source of differentiation in various industries, as demonstrated by a McKinsey study. 

Additionally, the video call solution can provide personalized attention to consumer inquiries.

7. Boost Agent’s Productivity 

Agents can communicate directly with clients in video-based contact centers, engaging with them in real-time. It improves response and highlights consumer engagement.

By concentrating on the digital customer interaction model and utilizing a call center supported by video, you can maximize agent usage and increase the business’ profit.

8. Receive Feedback Faster

This benefit comes after the video conversation. The feedback can come in the last phase of the interaction through video calls. At the end of the video , agents can directly and immediately ask customers for feedback on the call. 

Then, they can suggest customers to the company’s websites or additional resources. As a result, the response rates from the customers are higher.

Video Call Solutions are the Future 

It’s time for businesses to integrate the video call solution into their contact center. This technology will definitely change the way you interact with your customers. Consider StringeeX to take your customer service to the next level.