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