Video is becoming the most widely used digital channel in the world. Social networks such as Facebook, LinkedIn appear more often, while the word “videos” regularly appears in search engine results. Notably, Youtube is currently the 2nd most visited website after Google.

Acknowledging this apparent trend , the Contact Center industry has also started using online video to chat and communicate with customers. However, only 1-2% of contact centers include the feature of Video Contact Center. Recently, the demand for Video Contact Center has increased significantly, especially since Covid-19 took place, forcing many businesses and organizations to increase contactless customer support to improve customer service and ensure safety for society.

Video Call Contact Center brings many benefits to businesses  such as: personalization and enhancement of customer experience, bringing the same effect as face-to-face meetings. However, you need to consider the pros and cons of this new contact channel and decide whether it is the best choice for your Contact Center system.

This article will point out the pros and cons of Video Contact Center for your business.

What is a Video Contact Center?

Video Contact Center started as a form of Video Chat, a communication form via video calls with image extraction, applied to a professional Contact Center.

Video Contact Center helps agents communicate with customers via video call on the website/app/CRM or the business’s contact center. Businesses enable personalized customer service with online video as an additional channel in their Omni-channel Contact Center software.

Pros & Cons of Video Contact Center

Video Contact Center provides both pros and cons for businesses. Video contact centers help businesses build personalized relationships with customers, support timely, minimize returns, increase customer satisfaction, etc.

On the downside, customers can see the working environment of the agents via video calls. Also, businesses have to spend time training agents to make proper video calls with customers.

Advantages of Video Contact Center

Video calling is a great way to build a personalized customer experience and can be seamlessly integrated into delivering a seamless omnichannel customer experience. Let's find out the benefits of Video Contact Center for your customer service system:

1. Build personalized relationships with customers

Instead of communicating with an unknown employee whose face or name is unavailable, Video Contact Center makes conversations between customers and employees trustworthy. Customers can see facial expressions, body language and gestures, when an agent expresses a difficult problem. It helps customers feel more satisfied and comfortable with the service.

Video calls help businesses build effective communication equivalent to online face-to-face meetings via the internet. Video calling is much more personal than regular voice calling. Businesses can take advantage of this to optimize, enhance the customer experience, and improve the CSAT (Customer Satisfaction) rate.

2. Timely and quick support

Live video chat is the perfect solution for the strategy of improving customer service when solving customer inquiries quickly. Via video calls, agents can quickly grasp the current problems of customers, which saves time for customers to explain the problem again and again.

Call center agents  easily approach and empathize with customers. Therefore, there is a chance to exploit information more quickly and accurately.

3. Minimize returns and complaints

On average, about 3% of the 8% of the total returns’ number each year is due to customers not knowing how to use the products properly. Agents can assist customers to use the product visually through video calls, so that customers know how to use it properly at home. It contributes significantly to minimize returns and complaints, helping businesses optimize costs and increase sales.

4. Increase customer satisfaction rate in just the first call to the contact center

When customers make  the first call to the contact center , they can get an immediate response. Moreover, video calls also help staff  explain or give advice for customers with facial expressions and gestures. It is an important  contribution to improving FCR (First Call Resolution).

5. Easy to manage

Video Contact Center service allows video and audio recordings. Managers can review the entire recording file to assess the consulting skills of the agent and the customer satisfaction level and make plans to improve the efficiency of the contact center.

Agents can also review the record file and the entire video call history to capture customer information and solve customer problems accurately and timely.

6. Professionalism

Applying Video Contact Center technology to your customer service department is a step ahead of the trend and shows the business professionalism. Customers will be impressed with a business that always applies the most advanced technologies to its customer service.

7. Affordability

Most businesses think applying video call to the contact center is very expensive and only for large corporations. However this is not completely correct.

Video Contact Center can be easily integrated into the business system through API providers. Businesses can choose the API for quick integration, saving up to 3 times the time, cost and resources compared to self-developing this feature. Businesses can also consider Omni-channel Contact Center package providers like StringeeX which supports businesses with a single package for all channels, ensuring the video chat channel connects with other communication channels, helping businesses save 50% of the cost compared to individual solutions.

Disadvantages of the Video Chat - Video Contact Center

Besides the advantages mentioned above, Video Contact Center is not suitable for all businesses like other communication channels. Some disadvantages of Video Call for corporate organization include.

1. Customers can see the working environment of agents.

When connecting to a video chat, customers can see the agents’ working space. Businesses that want to build a truly professional image for  customers would need to arrange a neat and tidy space.

Although what  really matters is the service you provide to your customers. you should consider visual images and arrange what you want customers to see when using the Video Call communication channel.

2. More time for training 

Using the Video calling feature in the contact center means that businesses will need more resources training. Like training agents on phone calling skills or live chat with customers, you need to train agents how to communicate via video chat effectively.

The need for additional training for a customer communication channel can be more time-consuming. However, this will be offset by having a more effective communication channel for your business, building loyal customers who will continue to use your products/services.

Is Video Contact Center right for your business?

Video chat for customer service is becoming more popular and shows no signs of going out of trend. It is important for businesses to consider the pros and cons of this communication channel regardless of your industry and your customer demands. We believe that most customers expect contact centers to offer a video chat channel.

To stand out from the competition and build your brand, it’s time to learn more about the amazing capability of this application and integrate it to your contact center.

Contact StringeeX for detailed advice on applying to a Video Contact Center for your business.