Video Customer Support to Improve Customer Service and Reduce Costs

Article Summary：As companies continue to operate remotely and serve customers online, providing efficient and personalized customer support has become more important than ever. While traditional phone and chat support have long been staples, incorporating video can take customer service to the next level. Video customer support allows agents to have natural, face-to-face conversations with customers, building stronger connections and solving issues more effectively.

As companies continue to operate remotely and serve customers online, providing efficient and personalized customer support has become more important than ever. While traditional phone and chat support have long been staples, incorporating video can take customer service to the next level. Video customer support allows agents to have natural, face-to-face conversations with customers, building stronger connections and solving issues more effectively.

There are several key benefits for companies that adopt video chat solutions like Udesk:

Improved Customer Satisfaction

With video, agents can see customers' facial expressions and body language. This makes it easier to understand customers on a human level, gauge their emotions, and empathize with their situations. Customers also appreciate being able to see the agent and get visual guidance. Studies show video interactions lead to higher satisfaction scores compared to voice-only calls.

Faster Issue Resolution

Seeing the actual problem through a live video allows agents to diagnose and resolve issues much more quickly. For technical support inquiries especially, video lets agents view the exact device, software, or account in question. They can provide visual demonstrations to clearly explain solutions. This speeds up support interactions and reduces the need for follow up calls.

More Effective Remote Assistance

Udesk's screen sharing feature within video chat lets agents virtually see the customer's screen. They can remotely control devices or accounts to fix problems on the spot. This hands-on assistance is invaluable for troubleshooting complex technical or account issues remotely. It replaces the need for in-person support and minimizes delays.

Lower Operating Costs

While the upfront investment in video technology may be higher, Udesk saves companies money in the long run. Agents can support more customers simultaneously through video than voice alone. They spend less time per call thanks to faster resolutions. With fewer repeat calls, the overall cost per support interaction decreases substantially. The remote assistance also eliminates travel expenses for in-person support.

By leveraging Udesk's powerful and easy-to-use video chat capabilities, companies can give customers the personal touch of face-to-face service while still operating remotely. This boosts satisfaction and loyalty at a lower cost. In today's digital world, video is rapidly becoming the new standard for convenient, effective customer support.

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/video-customer-support-to-improve-customer-service-and-reduce-costs.html