Salesforce has published a detailed article and infographic on the impact and best practices of video chat for customer service. This customer service channel combines the convenience of live chat and a phone call with the personal touch of video. With plentiful bandwidth, 5G speeds around the corner, and significant enhancements in video communication technologies, there's no doubt that video chat is going to grow in impact. Gartner estimates that more than 100 of the 500 largest global businesses will introduce video-based chat by 2018 for customer-facing interactions
What's the Impact of Video Chat on Sales?
One company using video chat saw a 10-fold increase in the number of visitors who make a purchase, and the average amount spent also rose from $100 to $145
Video chat platforms offer a number of features, like screen sharing, co-browsing, recording, and text chat; however, the best feature may be the ability for humans to look one another in the eye to build an instant emotional connection with one another. The benefits don't stop there, though. With the ability to actually see one another and share screens, video chat will enable companies to spend less time investigating issues and more time resolving them. That, in turn, leads to dramatic increases in customer satisfaction.
Salesforce has released a video chat option for its Health Cloud. Telehealth lets healthcare professionals connect directly to patients via video on Android or iOS mobile devices, with options to also share screens. AppExchange also offers some solutions, including VeriShow, Talkfest, Zoom, and Glance. No doubt that more solutions will be coming – especially now that all major desktop and mobile browsers support audio and video natively.
Here's the full infographic, along with some great tips on improving the quality of your video chats!