Learn why it’s wise to talk to your customers using Video Chat using contact center cloud solutions

There is a reason why instant messaging apps like skype, whatsapp, facebook messenger etc. have video calling as a feature. We are bound to realise that video calling is the new normal for calling someone as well.

Chatbots and messengers make use of tools like Video Chat SDK to enable the video calling from one peer to another in real-time motion video. Though video can be considered as an element related to the breach of privacy, it still adds a factor of authenticity and the ability to establish trust via visual validation.

Organisations seem to have understood the same and have been reaching out to Contact Center cloud Solutions to enable Video Chat features so that their customers can communicate with their customer service agents. Companies can do away with detailed demo videos or detailed documentation and simply share their screens to guide the customer in the right direction via visual real-time tutorials.



Video/Audio tools are WebRTC tools (Real Time Communication) are Video/audio integration tools. Simply by adding a Video Chat SDK on their specific business application or their website chatbot, customers have the ability to get in touch with customer service agents at their beck and call, adding the perfect mix of convenience and 24/7 availability.

The Covid Era

There was a time during the lockdown when customer service agents could not travel and were unreachable. This put a lot of businesses at risk as customers were just not able to get in touch with organisations even though customers had the ability to purchase the product or service. Incorporating a Video Chat SDK within a specific business app or a website helps keep customer service agents available that too being completely device agnostic. Be it an iPhone, Android, a Mac or a Windows desktop, customer service agents are always going to be available to service their clients via the internet protocol. 

We have all seen the advent of the internet era. The Internet era led to the advent of ecommerce and that further led to digital sales. Sales happen through customers and the final leg that satisfies the customer is the customer servicing department. Over time, technology has taught us to keep everything on the cloud. Emails used to be stationed locally on servers. Music used to be accessed locally as stored local files and so were photos. While things are completely migrating to the cloud, Companies have approached Contact Center cloud Solutions Companies to take their customer interactions and call recordings to the cloud. Through Video interactions and cloud based services, Companies achieve better insights into customer interactions and detailed insights.

Also read : Conversational AI Platforms and Contact Centre Solutions

Location: India

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