Your contact center is your hot spot for ensuring customer satisfaction, maintaining customer loyalty, and identifying up-sell and cross-sell opportunities. Traditional communication methods, like a phone call, don’t offer the personal touch that your customers can experience with VidyoConnect, a real-time video communication platform that offers a more personal, face-to-face connection. In this guide, you’ll learn how your contact center can leverage real-time video communication to enchance customer experience, resolve issues faster, and grow revenue.
What is Video Communication?
Video communication, also known as video conferencing, is a type of online meeting where two or more people engage in a live audio-visual call. With a strong internet connection, the participants can see, hear, and talk to each other in real time, no matter where in the world they are.
In business, people typically use video conferencing to communicate and collaborate within and outside an organization. In recent year, the demand of video banking across all demographics have increased drastically. According to the Accenture Banking Consumer Study from 2020, only 15% of customers had spoken to a bank advisor by video call before the pandemic, but 46% said they would be prepared to do this when branches reopened, and 35% would now prefer video to a face-to-face meeting.
Benefits of Video Communication For Your Financial Services Contact Center
Enhanced Customer Satisfaction
The growth of digital finance has contributed to a one-size-fits-all model of customer experience, rather than delivering a relationship-based service, delivered by highly trained staff. Video conferencing can help re-imagine that connection and modernize the customer experience. Video communication in the contact center can improve customer satisfaction by making them field heard, reducing their stress, and making a real, visual, human connection.
Resolve Issues with Ease
It’s easier to resolve contact center issues with video conferencing as it can make customers more empathetic, reduce stress and anger, and enhance the communication process.
Grow Revenue
Video communication in the contact center can grow revenue by boosting brand awareness and making customers want to keep using the bank because of the enhanced service if they run into trouble.
