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Driven in large part by the familiarity developed during the lockdowns, video customer service is no longer an outlandish idea. This new guide by ContactBabel looks the rapid rise of video as a channel for customer contact.
Excitingly, their findings show that consumers are keen to try this channel, so video calling is a great new opportunity.
In addition to video, the report also considers the rise of messaging including WhatsApp and Messenger. Moreover, it also explores other channels with relatively low take-up but strong potential such as visual IVR.