Business has been conducted face to face for centuries, and for good reason. Customers like to know that they can speak to another person when they need more information about a product or need help fixing a problem that they have, and for a modern business it’s even more important that you stay in front of your customers, particularly as you derive more of your sales online.
There are plenty of reasons to want a more face-to-face, customer focused experience as a business, and live video chat gives you the potential to improve your business across the board. Here are some of the reasons that you should begin implementing live video on your website and in your business immediately:
It’s More Convenient for Your Customers
As a customer yourself, you realize the importance of getting in touch with someone quickly when there is a problem. You want help, and you want it now, and the last thing that you want is to wait on hold or in a call center queue to get support. Video chat allows your customers to quickly get in touch with you and it’s far easier for them to explain their problem if they feel like there is another person there to help them with their problem.
According to call center solution provider Talkdesk, 36% of customers already prefer video chat over other options for customer support, so even with the limited options for video chat available today it’s already becoming the preferred option to receive support.
It Increases Sales
Using live video chat capabilities gives you another avenue to sell current and potential customers on your products. We spend so much time trying to get in front of our customers to sell them, and video chat is providing us with that opportunity. Having live video chat enabled also allows you to better connect with your customers when they are on your website, helping to lower the level of cart abandonment as well.
Even if the customer does end up leaving your website, 63% of customers are more likely to return to a website with live chat enabled. This makes live chat a key way to get more customers returning to your site, but effective video chat requires proper implementation. A grainy video or poor connection will have the opposite effect on your customers, which is why you need to invest in the right video capabilities. Tony Zhao, CEO of the video chat company Agora.io , said it best: “The big problem for easy, hassle-free embedding of real-time communications within Internet-based applications is the lack of quality of experience (QoE). If connections are unreliable, voices keep cutting out, and video images break up, then people will not use these embedded real-time capabilities.”
It Lowers Your Expenses
For high value products and services, much of the sales process is still done through face to face communication. While that won’t completely change over the next few years, more and more of that communication can be done over the right type of video, lowering travel expenses and improving productivity.
Again, the quality of experience (QoE) factor here is key. Traditional web video platforms and even traditional WebRTC communication will suffer if the connection on either side is poor. Companies like Agora.io are solving this problem by investing in a worldwide network of data-centers to help mitigate connection issues and improve QoE across the board.
It Gives You an Edge on Your Competition
Live video chat is still a new concept for many businesses, and one that has not been properly implemented yet. Gartner estimates that 100 of the top 500 corporations worldwide will be using this technology by 2018, and many more will follow in their footsteps, but you have the opportunity to take advantage of this technology now and gain market share while your competitors are trying to catch up. It will also make you look like a more innovative and customer focused firm in relation to your competitors, which is never a bad thing.
It Improves Your Return Rate
Live video chat isn’t just a great tool to walk your customers through a product’s features or help them troubleshoot an issue, but it’s something that can increase your customer’s overall satisfaction with their purchase. A happy customer is one that is far less likely to return their purchase, which reduces a key expense associated with product sales.
Are you using video chat or other live chat on your website today? What are the key reasons that you are focused on when considering implementing more live video chat options in the future? Let us know in the comments.