Comprehensive customer interaction is one of the ways to increase customer experience, thereby effectively increasing revenue. In the era of strong digital technology combined with the impact of Covid-19, customer experience through technology devices is increasingly valued. Therefore, in addition to customer service through voice calls, emails, chat, chat, SMS..., Video Contact Center is the most breakthrough form of digital customer service.
1. Video Call Center Trends and Unexpected Benefits
The most focused and invested forms of customer care are the system connecting with customers via phone channels (Call Center), and the multi-channel Contact Center trend such as connecting via email channels, live-chat, applications such as Zalo, Facebook, Skype, .... are also being used more by businesses. However, these forms are still limited because customers may not be able to express their problems clearly and specifically through words or messages.
Traditional forms of customer service are being focused on such as Call Center, Email, Chat, Zalo, Facebook... are widely applied by most businesses, but they are very limited because it is difficult for customers to describe the problems they are facing in detail through words or messages. At the same time, it is also difficult for operators to grasp the psychology to give the most suitable consulting plan. The birth of Video Call Center opens the way for a new era of Contact Center system for businesses. Instead of chatting with an unknown person, the voice is clear, Video Call Center makes the conversation more trustworthy and comfortable. In addition, it also brings many long-term benefits in the future.
1.1 Increase emotions and trust in the brand
Although not meeting face to face, customers and operators can easily communicate and monitor each other's emotions and facial expressions. The operator's facial expressions and body language help increase customer trust. Conversely, operators can also see customers' expressions to come up with the most appropriate communication method, easily empathize with the problems customers are facing, and quickly provide solutions.
1.2 Lighten the burden of worrying about bombs
Through direct interaction, customers can not only communicate with the operator, but also easily view product samples and quality to make appropriate purchasing decisions, minimizing the rate of product abandonment.
1.3 Increase response rate in just one call
Video calls help increase contact between customers and operators, easily understand speech and expressions for better communication, thereby being able to provide timely and quick support. Thereby improving the FCR rate - First Call Resolution - An index that accurately assesses the quality of customer service, shortening consultation time while still ensuring all problems are resolved, bringing customer satisfaction.
1.4 Cost optimization
All calls are connected via the internet, helping to reduce the number of direct calls to the switchboard, limiting system overload. At the same time, it also helps to save telecommunication costs, optimizing costs quickly.
2. Bellsystem24-Hoasao Video Call Center System – The key to competition in the new era
Understanding the difficulties that businesses are facing and the limitations surrounding other traditional forms of customer service, Telehub smart switchboard with outstanding features supports enhancing customer experience to the maximum level.
Direct and intuitive interaction
With just one click, businesses can chat with operators via mobile apps or websites, saving time and completely free.
Face-to-face interaction and visual displays enhance customer experience and trust.
Automatic Call Distribution ACD
ACD (Automatic call distribution) – Automatic call distribution system in Call center. Has the function of helping callers perform options according to their needs to connect with the specialized switchboard department.
With intelligent routing, customer video calls will be automatically routed to the Agent with the most appropriate expertise to ensure optimized call quality.
Call recording and video recording
For future management and training, all video calls are automatically recorded. Both employees and project managers can fully evaluate customers and the effectiveness of employee consultation. From there, find ways to improve employee working skills to optimize the performance of the call center.
Unlimited connection platforms
Not only can you make video calls via mobile phones or tablets, Bellsystem24-Hoasao's Telehub supports quick customer connections via the website, without location or call duration limitations, providing the fastest and most seamless experience.
As a breakthrough feature, video call will certainly make great strides in the future, applied in many different fields and industries such as: Finance - banking, insurance, healthcare, education - elearning, recruitment, automobiles, beauty,... This is the best time for you to learn and use Video Call for your customer care system.
