See Me, Serve Me: Video Chat With Customers Comes Of Age

Connecting with customers over live video has a long, but disappointing history dating back to the mid-'90s. Despite a history of false starts, live video chat for eCommerce and customer support is now at the beginning of a viable adoption cycle. Early adopters — most notably Amazon — are plowing ahead. A handful of firms have been using B2C video chat for up to two years — some with very encouraging returns. Historically, the technology was expensive and difficult to use for both businesses and consumers. With broader consumer adoption of video for personal use, more are embracing it as an interaction channel.

This Webinar looks at live video's benefits — and potential downsides — in different customer scenarios and breaks down the technology vendor options. Analyst Philipp Karcher will present, in an entertaining point/counterpoint presentation, the benefits and pitfalls of engaging customers with video chat, including reviews of case studies.

Agenda:

• What are the different models for engaging customers over video?
• What are the benefits of using video versus other channels?
• What solutions exist today and how does the new standard WebRTC come into play?
• What elements are critical for customer service managers to consider for planning and deploying video chat?

Key takeaways:

• The technology barriers to video chat have come down significantly.
• Investments in people and process are critical to success.
• Driving top-line revenue dominates many case studies.
• Technology vendors converge from three markets.

Vendors mentioned: Avaya, Cisco, and Vee24.