With the abundance of different channels used nowadays for customer engagement, contact centers are challenged to keep up with the preferences and demands of their customers. While social media and live chat have gained popularity in recent years, research shows compelling facts about the best ways people learn and retain information: through visual, not just verbal, means. More than ever, it's vital to engage video as a prime channel for customer engagement.
The 3M Corporation and Zabisco revealed that 90% of information transmitted to the brain is visual, and visuals are processed in the brain at a rate that is 60,000 times faster than text. According to Vimeo, after 72 hours of viewing a video, the average person can retain 10% of text, 65% of images, and 95% of video. These fascinating statistics may therefore explain consumers' viewing habits: According to Nielsen, 85% of U.S. internet users watch videos online, while Internet Retailer reports that viewers are 85% more likely to purchase a product after watching a video about it.
What does this mean for customer service? For one, contact centers should not underestimate the importance of using video chat to assist customers with concerns or questions. The combination of increasingly high-speed internet connections available on both web and mobile and the adoption of an excellent contact center software solution with a video chat function make live video chat a highly feasible and effective channel for customer service. Through live video chat, customers will feel they are getting a personalized service experience, and the statistics clearly indicate that seeing a visual solution to a problem-sharing screens via video chat to solve an issue, for example-is much more effective and likely faster than simply being told a solution. Customers will save time, retain information more effectively, and ultimately feel satisfied and loyal to a business.
In addition, companies may use video channels to educate customers proactively by offering video customer support on company websites. For example, answering frequently asked questions in a video featuring people (possibly even actual employees) can be a great way to connect with customers and give a company a humanized appearance that's more personal. Videos may likewise be used as tutorials offering solutions to issues. From a marketing perspective, videos may explain how products and services work, while case studies and interviews may also be featured to demonstrate a company's strengths and successes.
Video is a vital channel for contact centers with great potential for customer engagement. The more a company offers visual means of customer engagement, the more customers will be able to obtain the information they need, leading to long-term loyalty and enhanced brand reputation. Learn more about excellent contact center solutions with video chat at www.vocalcom.com.