For the past decade, Enterprises have used video to avoid travel. The video conferencing impact on transportation is such that Scientific American dedicated an article on its effects reducing greenhouse gas emissions.
Lately, enterprises have started to revisit how they can leverage video. In a world ruled by the customer experience, they are finding video can fulfill the strategic mission of enabling high-quality, face-to-face, interactions.
1. Balancing self-service and automation
Customer Service organizations are continually being asked to improve their operating costs and as a result they are turning to self-service and automation. If these technologies cannot effectively address the modern customer’s desire for convenience, they can often backfire. Consumers can easily become frustrated, feeling stuck dealing with a machine when they really want the personal touch of a real-time interaction.
2. Help required
Although consumers can call to get help, long wait times, rigidly scripted processes, and the uncertainty of being able to get to a competent associate are making customers reluctant to use the phone. This trend is striking when looking at a Dimension Data survey of channel preferences by age group that finds while the telephone is the channel of choice for people 35 years and older, it drops to fourth choice for the Millennial generation. Many companies have turned to chat to help, either for websites or inside mobile applications. A Forrester consumer survey1shows a rapid increase of chat usage from less than 38 percent in 2009 to 65 percent in 2015. However, chat is limited and can usually only address simple questions. In addition, the experience remains transactional and can sometimes be spoiled either by agent multitasking or ineffective bots.
3. Enters Video
Meanwhile, the usage of video communications keeps on growing. Video usage on mobile devices grew practically 10-fold from 2011 to 2016 according to eMarketer. Enterprises of all sizes are now revisiting the advantages of video for customer engagement and are finding it a great communication channel for high-value customers or high-value transactions.
4. Human interactions drive engagement and emotion
As we shift to a digital world, our industry is also rediscovering the importance of emotion as a driver for customer retention. Together with effectiveness and ease, it is one of the three dimensions Forrester uses to measure the quality of customer experiences.
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As one of leading software development outsourcing companies in Vietnam, Titan Technology always use cutting-edge technologies to deliver all the best outcomes to our partners in over the world.
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The main feature that makes TCall unique is the ability to create your own marketplace that customized according to your business need with the most security environment.
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For your own feeling about Titan, feel free to check our website and submit your CV to us if you already have interest to become a Titaner :
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Source: By Eran Westman