Trends Report

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

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

September 15th, 2016
NB
Nick Barber
AS
Art Schoeller
With contributors:
Stephen Powers , Kate Leggett , Jaclyn Galan , Peter Harrison

Summary

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.

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