Using Video to Support Customers Across Channels

Article Summary：As customer habits evolve, support needs to seamlessly follow them everywhere - whether browsing online, messaging friends or using apps on the go. Siloed support channels result in fragmented experiences. Businesses need unified solutions to offer video engagement consistently across a customer's preferred modes of interaction.

As customer habits evolve, support needs to seamlessly follow them everywhere - whether browsing online, messaging friends or using apps on the go. Siloed support channels result in fragmented experiences. Businesses need unified solutions to offer video engagement consistently across a customer's preferred modes of interaction.

Some effective ways to integrate video include embedding it on websites for instant visual assistance. Customers can simply click to start a video call within FAQ pages or product tutorials for live clarification from agents.

Video can also enhance conversational interfaces powered by messaging platforms, virtual assistants or live chat bots. When hand-offs to humans are needed, smooth video connections maintain continuity of support.

Mobile apps present another big opportunity for video. Users facing issues on the go appreciate face-to-face help within apps through built-in video chat features. This keeps them self-sufficient without calling or switching context.

With Udesk, businesses can offer unified video support across all digital touchpoints. Its flexible API integrations allow embedding agent video calls on any website or within any mobile or desktop application. Customers get a consistent experience while agents access a centralized knowledge base and tools regardless of channel.

Udesk's AI routing and intelligent assistance also optimize self-service, redirecting conversations to video when human help is required for visual tasks. This creates a cohesive omnichannel support journey with video as the engagement layer. Customers remain supported everywhere while businesses gain unified visibility and management.

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

The article is original by Udesk, and when reprinted, the source must be indicated：https://www.udeskglobal.com/blog/using-video-to-support-customers-across-channels.html