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Report

Video Customer Contact Guide

Download the 2021 UK edition

Driven in large part by the familiarity developed during the lockdowns, video customer service is no longer an outlandish idea. This new study 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.

Guidance on Video Customer Contact

Sponsored by Enghouse Interactive, this study is ideal for businesses looking to build on customers’ increasing use of video communication and messaging. Based on surveys with 200 UK organisations and 1,000 consumer interviews, it examines how new technologies can transform contact centres.

 This independent analyst report covers:

  • Customer attitudes to video in the contact centre
  • Video use cases and ROI
  • Implementation tips for Video
  • The rise of messaging as a new channel
  • Why use real-time sentiment analysis
  • Virtual and augmented reality technology for customer communications