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How to Offer Video Chat for Customer Service & Business Success: Delight Your Video Customers

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Article Summary:Here are some best practices for offering video chat and maximizing its benefits for your customer service.

In today's digital world, customers expect fast, convenient service anytime, anywhere. While phone and chat have long been staples, incorporating video is fast becoming a necessity to truly delight customers and boost business success.

Here are some best practices for offering video chat and maximizing its benefits for your customer service:

Make it Easy to Access:

Customers won't use video if it's difficult to find or start a session. Make sure your video chat button/option is prominently displayed on your website, apps, and within existing support channels. Customers should be able to escalate seamlessly from chat to video with one click.

Clearly Communicate Benefits:

Explain to customers why video could help resolve their issue faster. Emphasize that they'll be able to show you their problem visually in real-time. Be upfront that you may ask to share their screen too. Provide reassurance about privacy and security. Help customers understand the value before they connect.

Train Representatives Well:

Video requires new soft skills from representatives. Train them to pay attention to non-verbal cues, make frequent eye contact, smile and engage customers conversationally. Role plays can help reps build confidence. Empower reps to use video creatively to build rapport and solve problems collaboratively.

Focus on Personalization:

With video, representatives have an opportunity to personalize support even further. Greet customers by name. Make small talk to build a quick rapport. Customers will appreciate the human touch. Strive to provide a friendly, welcoming experience each time.

Offer Multiple Options:

Not all customers will feel comfortable using video. Offer alternative options like phone, chat or asynchronous video messaging too. Flexibility ensures you can accommodate different needs and continue serving every customer.

Udesk's Video Chat is a powerful solution that can help you offer delightful video experiences at scale. Its seamless escalation from chat means no interruptions for customers. Features like screen sharing and co-browsing enable collaborative problem-solving. Udesk's extensive admin controls allow customizing the experience. Best of all, it integrates with your existing support workflows for a unified solution.

Take our Video Chat for a spin—for free—to see how it can work for your business.

Video Chat

The article is original by Udesk, and when reprinted, the source must be indicated:https://www.udeskglobal.com/blog/how-to-offer-video-chat-for-customer-service-business-success-delight-your-video-customers.html

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