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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.
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Key takeaways:
Vendors mentioned: Avaya, Cisco, and Vee24.
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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 embra
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