Trends Report

Personalized Video Creates Better Customer Service Experiences

High-Impact Video Communications Reduce Unnecessary Service Calls And Add A Human Touch To Automated Environments

March 2nd, 2018
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
Nick Barber, null
Nick Barber
With contributors:
Stephen Powers , Sarah Dawson

Summary

Customers don't like reading the mounds of information that companies often send them, so savvy companies use video to cut through the clutter and deliver a great experience. Specifically, brands can reduce the burden on their contact center with personalized video, which helps reduce churn in the onboarding cycle and retain customers in the post-sales cycle. Digital business strategy professionals responsible for customer service can use personalized video to help trim service costs and create competitive differentiation.

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