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Time for Customers to Be Heard AND Seen in Your Contact Centre

This article was updated on July 16, 2021

You’ve watched enough DIY shows to tackle a fence post repair yourself. But when you call the manufacturer, you get frustrated describing the problem. Given the omnipresent video calls with family and friends, wouldn’t it be nice to share a video with a contact centre so that you could be heard AND seen? Great question, especially since the replacement part arrives … and it’s a door knob.

image that represents the Visual Engagement features in the Vonage Contact Center

Companies value customer data like gold, and for good reason. That’s because they can monitor real-time insights to preemptively reach customers for follow-up, nurture, upsell, and more. In the case of the faulty fence post, the manufacturer could have contacted the customer to warn of a potential part failure and send a replacement—or schedule a repair—in advance. Or if the customer calls, the agent could make those same suggestions.

Must Have Features: Video and Screen Sharing

Customer chat, though invaluable, is only part of the conversation. It’s time to see what you’ve been missing without features like video and screen sharing.

For starters, the Forrester report, "Visual Engagement Drives Relationships and Revenue for Customer Service,” notes that “Companies increasingly leverage visual engagement—video, cobrowsing, screen sharing, and annotations—to cut through the customer conversation clutter, to be better understood, and to connect emotionally.”

This ties to the 2020 trend of consumers embracing video. According to our own research, two-thirds of consumers worldwide are video chatting with businesses more now than they were just seven months ago. The growth is obvious, and video fills the need for consumers who demand a personalised experience or have a complex problem to resolve. A video of the broken fence post is worth a thousand words—and a solutions-focused contact centre experience delivers tons of consumer goodwill.

Savings and Brand Boosting

Customers will make the effort to contact you—but you’d better be ready. Even if they love your brand, a third will leave after a single bad experience, and a staggering 92 percent will jump after two or more poor incidents.

Adding video and screen sharing increases the number of contact centre channels, making communications more flexible, intelligent, and personal so your customers stay ahead. Such robust features can reduce average handle time, expedite first contact resolution, and lower the cost to serve—all of which drive up contact centre productivity. Maybe more importantly, the enhanced CX positively reflects on your company and brand.

Looking back at our own customer engagement research, we saw that one of the biggest frustrations for consumers around the world is when they call a business or service provider for help and no service representatives are available, but they aren’t offered any other channels to resolve their issue. 

Video has to be part of the mix. Customers may not always need it—but if it's not an option, you risk losing them forever.

Certainly, video and screen sharing improve communication and add face time to build trust. The valued customer relationship helps protect revenue and boosts win rates and retention. Virtual meetings also compensate for travel restrictions and reduce travel costs.

Easy to Implement and Fully Featured

Regardless if your customers or team initiate the video or screen sharing, the process is easy and seamless. Your customers can join a video or provide full images—from any device—to highlight the concern or offer more detail. And your contact centre team can instantly access the complementary suite of contact centre tools, including analytics, reporting, conversation analyser (speech analytics), screen recordings, AI, and CRM data.

Contact centre managers can monitor—in real-time—when agents are busy on video calls, view historical reports of video interactions, and even control which agents have access to video.

Thanks to these tools and insights, your customers and employees will soon come to expect visual engagement as another channel in the omnichannel experience.

Beyond the Traditional Contact Centre

Video and screen sharing have a number of uses beyond the traditional contact centre, such as:

  • Healthcare: Face-to-face contact on a preventative helpline immediately evokes comfort and care
  • Financial services: Advisor guides client through reviewing documents and completing forms
  • Service desk: Video call with screen sharing expedites complex technical queries
  • Field service: Agent and customer join a video call to expertly diagnose issues and propose solutions
  • Inside sales: Representative uses real-time video to show or demonstrate the product to the prospect to help increase conversion rates

It’s all about strengthening your customer focus, engagement, and retention. That’s why we’re excited about Visual Engagement, Video, and Screen Share. Check out the latest on these great new tools.

By Ryan Yee B2B Marketing Copywriter

Ryan Yee is a long-time copywriter with B2C and B2B experience across agriculture, biotech, finance, healthcare, technology, and more. He still fondly remembers (?) the papercuts from proofing film and sleep deprivation from late-night press checks. He’s a San Francisco native with love for his nieces and nephews, hometown Giants, and anything even remotely associated with food (utensils optional).

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