Updated: Oct 20, 2021
The year 2020 has created a new normal where customers prefer buying products and services online. And, this new normal has made video chatting more popular than ever.
It’s high time to have a video live chat feature available in your business also. You can use voice and video chat calling to deliver a highly personalized, interactive, and delightful conversational experience. And, the convenience will just add to customer satisfaction, bringing your sales to a new peak.
ORAI is bringing to enterprises, the ability to engage with their customers through Voice and Video chat calls!
If your enterprise is looking to have an additional degree of personalization to customer interactions and provide your support agents with a unified view of customers’ buying journey, then read further on to discover how video chat calling will enable you to do so.
3 Reasons Why Enterprises are Using Live Voice and Video Chat Call
Live chat support with video chat calls allows businesses to directly interact with customers. They can resolve queries in real-time, give demos, and provide tours of a location. And, with ORAI’s video chat feature, you can enable such chat calls across all platforms- your website, social media, and messaging platforms like WhatsApp, Facebook Messenger, and others.
And here’s how voice and video chat call support can help you balance the cost and quality factors:
1. Reduce the Number of Touchpoints
How many steps does a customer take to get a query resolved from your business?
If there are multiple touchpoints involved, then, you’re definitely making customers frustrated. A study by HubSpot says that waiting on hold or repeating the same thing in front of multiple support providers makes customers frustrated the most.
Using video chat for customer support helps to identify the exact problem faced by a customer and deliver immediate solutions. It reduces the total number of touchpoints attempted by a customer and improves the first contact resolution.
2. Onboard Faster with Personalized Demos
Converting a lead into your customer, and then, retaining for a long time can become easier with live video chat. A video chat call with a prospect can result in an effortless demonstration of your product personalized with specific Q&As.
You can even map the whole customer journey for a prospect to educate about the functionalities and features of your product or service. This direct communication enables consistency in the quality of experience, customers get from your business.
3. Reduce Help Desk Costs
Direct chat with customers helps to identify the root cause of the error and offer quick solutions. Also, you get to reduce your help desk costs and improve the productivity of customer support agents.
With video conversation recordings, your team can:
Gain customer insights
Monitor customer experience quality
Train new members of the support team
Assess the performance of agents
How do AI Bots Add Value to Live Voice and Video chat Calling?
While voice and video live calling is extremely useful, you would want to use it for high-quality leads only. But you don’t get just quality leads online, do you?! There are bad leads with wrong inquiries or good leads with repetitive inquiries coming your way.
A conversational AI bot can refine your leads for voice and video chat. It can answer common queries and arrange video chat calls whenever requested by prospects.
ORAI’s conversational AI platform enables 3-way conversations on WhatsApp or any other platform you want. Such conversations allow the bot to qualify leads, and then, enable instant bot-to-human takeover for a live text, voice, or video conversation on the same platform.
Why AI-Powered Voice and Video Calling Bots Now?
If you don’t provide instant and convenient customer service, they get frustrated:
Customers feel trapped when an automated system makes it impossible to connect with a support representative.
They don’t want to waste their time waiting on call queues to interact with a support representative.
They don’t want to connect with a support representative who lacks the knowledge and skill required to answer their queries.
They feel frustrated if you ask them to switch touchpoints multiple times to get a query resolved.
They have a habit of connecting over voice and video chat calls right from the chat platforms they use.
It doesn’t take long for a customer to switch to a different service provider after just a single frustrating experience. So, you can’t take a chance.
An AI chatbot with the ability to enable instant live voice and video customer support will keep your online user experience above all the competitors.
Which Industries are Using Voice and Video Chat Calls Heavily?
Now that you know all about video customer support, let’s highlight a few industries where this feature is being used for better customer support and increased sales.
1. In Retail – particularly non-essential
Fashion/clothing/boutique/jewelry: Consumers usually want to see the look and feel of items before purchasing. With these consumers hesitating to venture out to physical retail stores, retailers have had to re-think their strategy. The current workaround is for retail associates on the shop floor to make WhatsApp video chat calls through their chat personal numbers in order to show the products to interested customers. But the same chat calls can happen more professionally with a WhatsApp Verified Business Account combined with the power of text, voice, and video conversational support.
2. In Telemedicine and Healthcare Consultation
Online doctor consultation/patient care: With patients feeling uncomfortable to visit hospitals, more doctors nowadays are using video chat calls to provide consultation. The live chat support with a video chat calling facility allows doctors and patients to come face-to-face for more satisfying engagement. Patients can ask their concerns and get instant answers, while doctors ask questions to better understand a patient’s condition.
3. In Recruitment
Interview/employee onboarding: Companies these days are following the ‘Work from Home’ model all over the world. In fact, many enterprises like Hike have decided to adopt this flexible work approach even after the pandemic situation normalizes. This rise in people working from remote locations has made online recruitment a necessity. And, voice and video chat calls are playing a vital role in that. HR managers can have a video chat with candidates and schedule interviews. Plus, hired candidates can receive their onboarding with live video chat calls.
4. In Automobile
Live vehicle checkup/tour: Automobile dealerships are using video chat calls to provide vehicle checkups and tours. A customer can have a tour of the car amenities on a live video. Similarly, a car owner can show the condition of his car to repair experts on a video chat call and receive a repair price quote.
5. In Real Estate
Live property tour/realtor’s assistance: Realtors are giving property tours to buyers and renters via video live chat to save time and ensure safety. As its live, people trust what they see and realtors answer their questions about amenities, repairs, pricing, and the process of acquiring properties.
6. In Hospitality
Hotel room tour: Guests always feel suspicious about the amenities of a hotel room when they book online. This concern is being resolved with many hotels using live video chat calls to give a tour of the room or suite over WhatsApp, Facebook Messenger, or any other platform.
More businesses are adopting voice and video chat call feature to their live chat support every day. And, ORAI is helping them attain credibility and trust of customers with AI-enabled bots that allow live video chat across any and all customer touchpoints.
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