So why are so many companies choosing to add video chat to their customer service portfolio? Why not just stick with live chat or phone support? Good questions, but there are good reasons why this trend is growing. 

Video has many advantages over other forms of chat support, including:

Let’s dig deeper into why video chat is catching on fast:

One of the significant benefits of video chat is the stronger relationship between the agent and the customer. This helps to build trust, which usually translates into more sales. 

Customers who experience live video chat are not only more likely to purchase, they are also more likely to return and buy more in the future. 

As video chat support is a relatively new idea, it’s a great way for companies to stand out from the competition. In today’s world, organizations need every edge they can get to succeed.

Live video chat gives them that edge. It’s an excellent way to show that customer happiness is a priority. It makes customer service a benefit rather than just a commodity and helps businesses to compete. 

Live video chat works particularly well in premium markets, where customers have plenty of money to spend. Agents can showcase products more effectively, which leads to a significant increase in average order value. 

An increase in the number of high-spending customers can make a massive difference to profits. So it’s no wonder that companies love this aspect of video support. 

Every company wants to serve as many customers as possible. But some website visitors may have disabilities that prevent them from using other support channels. 

They may be unable to use a keyboard or have hearing problems that make phone calls impractical. Video chat eliminates the need to use a keyboard, and specialist operators can communicate with hard-of-hearing customers using sign language.

Video-based interactions are much more memorable than voice-based interactions. Customers who experience video chat support are much more likely to remember the brand in the future.  

Research shows that improved recall leads directly to greater sales. And when people remember a brand, they are likely to recommend it to their friends, too.