What is Video Chat? Definition, Benefits, and Best Practices

Article Summary：As video calling has become so prevalent in our working and social lives, it’s easy to see why many leading brands have adopted it as a customer contact channel.With video chat, businesses can take their digital customer service to the next level by recreating the in-store customer experience in the virtual realm.

Video chat has become an increasingly popular communication channel in recent years.In the business world, video conferencing enabled countless organizations to operate remotely and maintain workplace collaboration.As video calling has become so prevalent in our working and social lives, it’s easy to see why many leading brands have adopted it as a customer contact channel.

With video chat, businesses can take their digital customer service to the next level by recreating the in-store customer experience in the virtual realm.

So, whether you’re new to video chat or looking to add this tool to your customer support strategy - you’ve come to the right place.

What is video chat?

Video chat, also known as video calling or video conferencing, allows users to communicate face-to-face through an internet connection using their computer, tablet, or smartphone. With video chat, participants can see and hear each other in real time, providing a more personal experience than a standard phone call.

The benefits of video chat for businesses and consumers

There are several key benefits to using video chat over audio-only calls:

First, video chat facilitates better communication through visual cues like facial expressions, body language, and gestures1. Being able to see the person you're talking to helps convey emotions and understanding more effectively. This can help resolve customer issues faster when agents can pick up on visual clues.

Second, video chat enables regular and clear communication between remotely located team members2. Whether coworkers are in different buildings or different countries, video chat provides an engaging experience similar to in-person meetings. This can help improve collaboration and brainstorming.

Third, using video provides a more personal feeling than just talking on the phone3. Seeing facial expressions and reactions helps build rapport and humanize long-distance relationships. Customers and clients likely feel more connected with sales or support teams when put face-to-face through video.

Best practices for video customer support

When using video chat, some best practices include finding a quiet, well-lit space free of distractions. Maintain eye contact with the camera rather than the screen to ensure clear communication. Test equipment ahead of calls. And keep non-verbal feedback positive through facial expressions and body language.

Video chat provides a personal and engaging experience for remote communication. For businesses, Udesk's Video Chat solution allows seamless video calls within their customer support platform. Udesk offers high quality video, screen sharing, and recording capabilities to enhance customer and agent experiences.

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/what-is-video-chat-definition-benefits-and-best-practices.html