Advanced Search

Save or Share this Report

For Application Development & Delivery Professionals

Brief: Now You See Me — Video Chat Improves The Customer Experience

Well-Targeted Video Chat Drives Revenue, Improves Efficiency, And Increases Customer Satisfaction

September 15, 2016

Authors

Why Read This Report

Live video chat for customer service drives ROI, decreases dispute-resolution time, and increases customer satisfaction for business-to-business and business-to-consumer firms. With broader consumer adoption of video for personal use, more firms are embracing it as an interaction channel. The barriers for the technology have fallen, and verticals like healthcare and financial services are implementing it. This report shows application development and delivery (AD&D) pros live video's benefits and downsides in different customer scenarios and discusses vendor options. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).

Purchase

Recommended Research