Video Chat Humanizes Digital Customer Engagement

Companies today go above and beyond to ensure a highly differentiated customer experience to maintain and elevate their brand. Customers interact with brands at different points and through various channels throughout their relationship. A well-handled interaction through video chat can increase brand loyalty and bring to light unexpected opportunities to build rapport while reducing customer  Read More The post Video Chat Humanizes Digital Customer Engagement appeared first on Vidyo Blog. Vidyo Blog


The Evolving Role of Video Communications for Customer Interactions

For the past decade, Enterprises have used video to avoid travel. The videoconferencing impact on transportation is such that Scientific American dedicated an article on its effects reducing greenhouse gas emissions. Lately, enterprises have started to revisit how they can leverage video. In a world ruled by the customer experience, they are finding video can fulfill the strategic mission of enabling high-quality, face-to-face, interactions. Balancing self-service and automation Customer Service organizations are continually being asked to improve their operating costs and as a result they are turning to self-service and automation. If these technologies cannot effectively address the modern customer’s desire for convenience, they can often backfire. Consumers can easily become frustrated, feeling stuck dealing with a machine when they really want the personal touch of a real-time interaction. Help required Although consumers can call to get help, long wait times, rigidly scripted processes, and the uncertainty of being able to get to a competent associate are making customers reluctant to use the phone. This trend is striking when looking at a Dimension Data survey of channel preferences by age group that finds while the telephone is the channel of choice for people 35 years and older, it drops to fourth choice for the Millennial generation. Many companies have turned…


How Customer Experience Leaders Leverage Video

In our previous post, we discussed the evolving role of video for customer interactions. Let’s explore how Customer Experience leaders are leveraging video. Customer service is becoming transactional A few years ago, the Corporate Executive Board released its research on customer loyalty. Published under the provocative title “Stop Trying to Delight Your Customers”1, it showed that, when it comes to customer service, customers want first and foremost their inquiries or problems to be resolved quickly and easily. It transformed the Customer Experience discipline, introducing the “effortless” imperative. Time became the currency for both buying products and getting service. This consumer expectation met enterprises’ desire for reducing service costs in a perfect storm. Many interactions were turned into transactions, often thanks to self-service. Late 2014, Forrester noted that web self-service had become the most widely used communication channel for customer service, ahead of the agent-assisted voice channel. Not so fast! If self-service brings convenience and speed, it is not the panacea. Indeed, we all have experienced situations where we have a question, cannot find an important piece of information, or simply need confirmation from a person. Good self-service includes the option of getting live assistance. Gartner predicted that by 2017, one-third of all customer service interactions will still require the support…


Featured Customer: Highlands Fellowship

Highlands Fellowship was founded in April of 1995 with the vision of creating a church where imperfect people love to attend.  With multiple campuses in Virginia and an online campus, Highlands Fellowship believes that a church isn’t just a building – it’s the people. Let’s hear their story! Budget Constraint Challenge Highlands Fellowship lost their Comdial PBX in an electrical storm and therefore decided to upgrade their system to an IP based phone system. They were offered a proposal by a friend that had some knowledge of VoIP, but unfortunately the proposal was still out of their budget. At that point Highlands Fellowship realized they needed the assistance of a VoIP expert who had the ability and knowledge to guide them to the right solution that fits within their budget and needs. That’s when they found VoIP Supply’s CloudSpan MarketPlace. VoIP Supply to the Rescue Our VoIP specialist conducted a free consultation with Highlands Fellowship and learned their special requirements including their financial constraints and the need of using Elastix server or Switchvox Appliance. Seeing that Patton units are highly compatible with Elastix server and have all the options to meet their requirements, our VoIP specialist suggested they build a system using Elastix server with Patton SN4118, 4-FXS, 4-FXO VoIP…


Customer Service Pain Points a UC Solution Can Solve

More than 70% of consumers say that valuing their time is the most important thing a company can do to provide them with good service. When a customer calls into The post Customer Service Pain Points a UC Solution Can Solve appeared first on Inside the Asterisk. Inside the Asterisk