Download - Live video chat
LIVE VIDEO CHATboost your sales and customer happiness quotient
Using 1click live customer support tool
“There is only one boss. The customer. And he can fire everybody in the company from the Chairman on down, simply by spending his
money somewhere else”- Sam Walton, Founder of Walmart
Live Video Chat is the process of communicating with customers, in real time, with the help of a
video software, like Skype or 1Click
MAY 2005,
First HD video conference system produced by LifeSize Communications
A recent Forbes report showed,
Despite the increase in e-commerce websites, customers prefer websites like Best Buy, Macy’s and Walmart.
The reason is simple…
These retailers have their brick-and-mortar retail storesHence
There is a personal touch to these websites
So, what should the websites without a brick-and-mortar retail store do to provide this
personal touch?
They should integrate with a live video chat software
“As usual, in the delusional world of modern day marketing, the fact that online commerce
constitutes just 6% of retail activity and good old brick and mortar retail activity constitutes 94% of retail business activity is of no consequence. Facts
don't mean much these days”
- Late Bob Hoffman, American Entrepreneur
Surprisingly though,
Interest in Real Time ChannelsSource: liveperson.com
wants more choiceslive chatclick-to calllive Video Chat
According to a recent report, 7% of the population prefer live video chat over other chat services. Maybe a small number, but
definitely a large percentage since live video chat is still in its baby-foot days
HOWEVER,
Have you ever heard of Moore’s Law?
Moore’s law is the observation that, over the history of computing hardware, the number of transistors in
a dense integrated circuit doubles approximately every two years
Today, there is no better example for Moore’s law than live video chat
Why should business incorporate with a live video chat software?
So…
ADVANTAGES OF LIVE VIDEO CHAT
• Personal touch to conversations• Credible and secure communication process
• Increase in sales and management• Better and stronger customer relationship
• Increase in customer support and customer service
This is why you should
incorporate with a live video chat software
WHAT IS CONCURRENCY?
Concurrency is the art of multitasking. In video calling language, concurrency is the process of communicating with several
customers at the same time
THE CONCURRENCY MYTH
The chat medium is a useful tool to interact with customers as it enables the agent to talk to more
than one customer at a timei.e
The concurrency level with a chat medium is extremely high
THE REALITY
Concurrency may be one of the factors leading to efficient interactions
BUTThere is a limit to how far you can stretch concurrency
According to a [24]7 report
Concurrency of values of 2.5 or above for a long time results in a decline in other success metrics like agent satisfaction score
Agent Satisfaction
Concurrency level
GENERAL FEATURES OF VIDEO CHAT SOFTWARE
Based on a Forrester report, there are few features to consider while selecting a video chat software. They are…
GENERAL CHAT FEATURES
Highly scalableLow relative cost of management
Multiple language support
CUSTOMIZATIONCustomize appearance of software based on website’s
font, size and colour palette
ROUTING OF A LIVE VIDEO CHAT SOFTWARE
Conduct quicker transfer of customers from queuing line to agents using live video chat software.
EFFICIENCY OF A LIVE VIDEO CHAT
Pro-active live video chat Provide customers with a solution before they have to ask for it
According to a Forrester research, 27% like a pro-active chat software
I prefer to initiate a contact with a company for customer service rather than have it contact me asking if I need help
I am very likely to abandon my online purchase if I cannot find a quick answer to my questions
Having my questions answered by a live person while I am in the process of my online shopping is one of the most important features on a website
I like having an instant messaging/online chat box appear and ask if I need help with my online research or purchase
0% 10% 20% 30% 40% 50% 60% 70% 80%
PRO-ACTIVE LIVE CHAT PREFERENCEBase: US Online Consumers
Source: North American Technographics Customer Experience Online Survey
CHAT INTERFACE
Incorporate the live video chat software with your website without any downloads or installations
What are the installation codes?
How do I understand the download process?
Goes through the 1Click download process
There are no installation codes and it doesn’t have to
be downloaded
Purchases the live video chat
(EXCITED) (WORRIED) (PLEASED) (HAPPY)Decides to incorporate with
a live video chat
SYSTEMS INTEGRATION
Easily integrated to any system, mobile, device and CRM – OS and device agnostic
REPORTS AND ANALYTICS• Number of sessions and visitor’s list visible to agent
• Past visits, chats, visitor paths and IP address visible to agent• Name of device (mobile, windows, Apple etc.) used by customer visible
to agent
TO KEEP THINGS SHORT AND CRISP…
FEATURES BASED ON FORRESTER REPORT
CHARACTERISTICS OF 1CLICK LIVE VIDEO CHAT
GENERAL CHAT FEATURES Highly ScalableEnables video and text chatCloud-based live video chatEnables four-way multicalling conference callsLow bandwidth requirement
CUSTOMIZATION Customize appearance (size, colour, font)Stand-up behind employee removes chaotic background from customerText chat using emoticons and attachmentStatus change – Available – Invisible – Offline – AwayAbility to create departments and segregate agents
ROUTING Ability to return to the same agentAgent can ban user based on IP addressAbility for agent to call customer
EFFICIENCY Default greetings and messages to premium customersShort cut keys and access to media library for quicker responses
CHAT INTERFACE No requirement for downloads or installations
SYSTEM INTEGRATION CRM integration with Salesforce and Zoho CRMRecord and archive conversationsOS and device agnostic
REPORTING AND ANALYTICS Past visits, chats, visitor paths and IP address visible to agentName of device used by customer visible to agentVisitors list visible to agent
FEW INDUSTRIES THAT WILL BENEFIT FROM LIVE VIDEO CHAT
E-COMMERCE WEBSITES
Provide the personal touch of shopping in a brick-and-mortar retail store in your e-commerce website
HEALTH-CARE SECTORTelemedicine – the art of using video in the health-care sector
• Provide expert opinion in rural areas• Reduce travel cost for patients
• Youtube for all immediate health ailments• Training for rookies
BANKING VIA VIDEO CALLINGEnsure successful and hassle-free ATM transactions with a
video call software in ATM centres
LEARNING WITH THE HELP OF VIDEOTeach students not through books but through visuals
Expert guidance from experts in the topic
SEE-LEARN-REMEMBER
Here are the remaining few…
WHAT IS THE FUTURE OF LIVE VIDEO CHAT
Is it this?
Or is it this?
Or this?
Or probably this?
Well, it is uncertain…
But, one thing is for certain...
The future of live video chat will determine the future of
customer support!
THANK YOU