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Video interactions refocus customer service on problem solving, bypassing terminology and explanations by visualizing the problem at hand.
Empowered agents can not only see the problem but can respond to verbal and visual cues, helping them connect with customers on a deeper level.
Easily adapt to customer needs with video customer service, share resources, use visual aids and show customers they matter.
Video support solutions can eliminate the need for on-site interventions, speeding up resolution for the customer and reducing service costs.
Agents can be the face of your company, acting as ambassadors to reinforce customer connections and help build trust by being visibly present when it matters most.
Enable your contact center agents to oversee and guide customers via video for targeted personalized support.
Send documents and multimedia files during video interactions to maintain momentum and support resolution.
Empower your contact center agents to resolve complex issues over video with tools to point, measure, draw, annotate, pause and zoom.
Initiate a live chat during a video call and send written clarification, specific links or files.
Optimize this core channel, preferred by customers for an increasingly complex spectrum of contexts.
Provide precise, personalized replies for highly efficient and accurate asynchronous customer care.
Manage fast-paced, high-visibility conversations and rapidly route customers to the help they need.
Engage customers using familiar interfaces, rich content and convenient asynchronous conversations.
Ensure accessibility across all mobile devices and message visibility thanks to high open rates.
Be present and offer real-time agent-led or AI support at key moments in your customer’s journey.
Contact center video fills the gap left by the reduction in face-to-face customer service touchpoints, offering an alternative that leverages the rising professionalism in the industry to provide exceptional levels of care. In today’s digital age, many customers seek interactions with a human touch, especially for complex or emotive use cases. Whether discussing intricate financial matters or navigating sensitive healthcare concerns, video empowers agents to build rapport and trust while delivering professional empathetic support. This is why it’s increasingly important that contact centers offer video chat.
Contact center video significantly enhances customer service by providing a more personalized and interactive experience for customers. Unlike traditional communication channels, such as phone or email, video allows for face-to-face interactions, fostering trust, empathy, and rapport between customers and agents.
This technology is particularly beneficial in industries like banking, where interactions often involve complex discussions or multi-party meetings. For example, joint-account owners may need to discuss financial matters such as loans or mortgages. Video conferencing enables agents to visually engage with customers, share documents or presentations, and address their concerns in real-time.
Moreover, contact center video empowers agents with visual cues and non-verbal communication, enabling them to better understand and address customer needs. This can lead to faster problem resolution, increased customer satisfaction, and ultimately, stronger relationships between businesses and their customers.
Implementing video as a contact center channel offers significant benefits for both businesses and customers. Operationally, video enables more efficient and effective resolution on complex issues optimizing resource utilization. Agents can visually engage with customers, share documents or presentations, visualize customer on-site technical problems and collaborate in real-time to resolve issues.
Customers appreciate the personal touch of face-to-face interaction, which fosters trust, empathy, and rapport with agents. Additionally, video enhances accessibility for customers who require visual assistance or have specific needs, such as those who are hearing impaired.
To seamlessly integrate video support into your existing customer service framework, consider leveraging omnichannel platforms like a CCaaS (Contact Centre as a Service) solution. Agents also need to be familiar with video call features like background filters and receive guidance on best practices. Unlike traditional phone calls, video interactions require heightened awareness of non-verbal cues and facial expressions, as well as adherence to a suitable dress code and professional demeanor. Investing in specific training programs can help agents effectively navigate these nuances and deliver exceptional customer experiences.
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