Advanced Search

Save Or Share This Report

For eBusiness & Channel Strategy Professionals

Capitalizing On Live Video Chat

Understanding The Emerging Opportunities For eBusiness

August 23, 2011

Primary author headshot

Authors

  • By Diane Clarkson
  • with Zia Daniell Wigder,
  • Lily Varon

Why Read This Report

Many eBusiness leaders are beginning to consider the business benefits of live video chat. This emerging touchpoint offers many benefits including supporting sales, reducing abandonment, and driving satisfaction. To meaningfully augment online customer service, the objective of live video chat must align with the unique value live video engagement brings to the customer service experience including enhancing the shopping experience with visual demonstrations, offering the benefits of an in-person consultation, and developing a trusted relationship. While live video chat has many of the same best practices as text chat, it also has several unique requirements, including training, technology, and infrastructure.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Timely and relevant, Forrester's RoleView research aligns to 13 leadership roles across business and technology management. Our expertise in customer experience, mobile, digital business, and big data will help 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

Table of Contents

  • Live Video Is Piquing Customer Service Interest
  • RECOMMENDATIONS

  • Live Video Chat Parallels Text Chat, But It Is A Unique Paradigm
  • Supplemental Material
  • Related Research Documents

Recommended Research