Video Contact Center – A Dedicated and Professional Customer Service Solution for Every Business

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Video Contact Center – Customer care through online video calls. Enhances customer experience and trust, shortens the customer acquisition process, and significantly increases revenue while maximizing cost savings for businesses.

We are witnessing, almost daily, the rise of a new means of communication. People use text, mobile messaging, video calls, and other methods to communicate with each other. And customers are expecting similar flexibility in business operations.

Although we are in an age of self-service, automation, and bots, people still need and want to feel a certain closeness. Face-to-face video calls with name display allow customers and businesses to develop a trustworthy relationship.

It can be said that no other communication channel achieves the same level of closeness and intimacy with customers as face-to-face interaction. And only a Video Contact Center can do that!

What is a Video Contact Center?

A Video Contact Center is a form of customer service using online video calls. It integrates professional multi-channel communication into a business’s contact center to enhance customer experience, increase trust, boost revenue, and save costs.

With just an internet connection, customers can call the business via video call through the business’s website or app using a camera-enabled device.

Video Contact Center – The leading technology trend of the future

Customer experience is becoming increasingly important to business success. In fact, 73% of customers consider experience the primary factor in their purchasing decisions, followed by price and product quality. Because a premium customer experience is something customers are willing to pay more for. Therefore, customer service strategies and technologies help create such experiences. Video Call Contact Centers are a modern technology trend that can add perceived value to your business.

Video Call Contact Centers allow you to make video calls across all customer support channels on the virtual call center that your business manages. This is an innovation that is gaining strong momentum in 2021. A relatively new feature in customer service, video chat can bridge the gap between an organization and its customers by providing a personalized customer experience. Video allows contact center agents to connect directly with customers and resolve issues quickly and efficiently.

Why should businesses use Video Contact Centers?

The new normal has forced us to maintain physical distance. In-person discussions are impossible due to the pandemic. Remote control is the “new normal” for long-term survival. Many businesses have announced work-from-home arrangements until the end of 2021. Meanwhile, many believe that a hybrid online-offline model is becoming a reality after the pandemic.

The second reason businesses should use Video Contact Center is the application of modern technology to their business model. It makes interacting with customers and communicating internally more convenient and efficient. Because today, existing communication channels cannot replace physical meetings. Existing communication channels such as voice, bots, email, and SMS are no longer optimally effective.

Benefits of Video Contact Center

Video Contact Center – Video chat helps businesses:

Increase FCR (First Call Resolution)

Identifying problems quickly leads to equally quick solutions. Video chat between customers and businesses helps resolve customer inquiries better, faster, and more promptly. In video calls, customers present their problems instead of explaining them, and receive immediate answers from the company’s customer service and telesales staff. This not only increases the conversion rate (FCR) but also enhances customer satisfaction.

Improved upselling and follow-up sales

Video contact centers foster different levels of connection between customers and businesses. They promote a trustworthy and reliable environment, allowing customers to share personal information with the business, such as what they are doing, how they are doing it, and the problems they are facing. This makes it easier for businesses to connect with and build closer relationships with customers. Customers will also be more willing to empower the business to provide relevant services or products without feeling intrusive or bothered.

Increased operational efficiency and reduced costs

In many cases, adding video to the customer interaction process is a fundamental business transformation. Because it facilitates better mutual understanding, video shortens call processing time, increasing the first call resolution rate.

Increased revenue

Nowadays, most people prefer online shopping. Video calls help you connect with customers instantly and close deals quickly. Video is also an effective sales channel for long-term, high-value relationships.

Additionally, you can use a Video Contact Center to remotely troubleshoot customer issues, significantly reducing resolution time and improving customer satisfaction.

Multi-platform Video Contact Center-integrated Virtual Call Center

OMICall – A smart, multi-platform Video Contact Center-integrated virtual call center called OMI LiveTalk. You can understand OMI LiveTalk as an online video call. It’s similar to a messaging tool like the Live Chat button on a website interface, but with enhanced interaction. Customer service and telesales staff can easily chat online, making audio or video calls. The call quality is stable and saves 50% on call costs.

Besides the web version, OMICall also supports Android, iOS, and multiple devices: IP Phone. Its powerful API integrates with any system.

During the chat interaction, your customers can request a video call. In that case, the support staff will receive a browser notification requesting confirmation of the video session. They can allow or deny the application access to the camera and microphone. Once the video session begins, the client can close the video channel while keeping other channels (i.e., chat or voice) open.

Furthermore, OMICall features internal calling and video conferencing capabilities, similar to Zoom, directly within the virtual PBX system. Free internal calling makes it easy for businesses to conduct company meetings.

Which businesses are best suited to the Video Contact Center trend today?

All businesses, regardless of industry, can utilize Video Contact Centers. Video calls and chats allow for interaction with customers and the establishment of closer relationships. In fact, businesses such as banks, healthcare, government support centers, recruitment agencies, and retailers have leveraged its advantages to:

Build a trustworthy relationship

Humanize virtual interactions

Improve sales

Provide consistent customer service

Video Contact Centers are a “new weapon” perfectly suited to current customer trends. They not only help businesses provide more attentive and professional customer service, but also help them stand out and gain a significant advantage over competitors in the market.

OMICall is proud to be a provider of intelligent virtual call center services integrating multi-platform Video Call functionality for all businesses!

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