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For eBusiness & Channel Strategy Professionals

Capitalizing On Live Video Chat

Understanding The Emerging Opportunities For eBusiness

August 23, 2011

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  • 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.

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Table of Contents

  • Live Video Is Piquing Customer Service Interest

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