Building a video call center: 3 keys to awesome video chat software
Video call centers (VCCs) are a growing cohort in the call center & contact-center-as-a-service (CCaaS) markets. When setting up a video call center or transforming existing phone-based teams into video-enabled contact centers, your video chat software is key to success.
When it comes to finding a video chat software that will work for your video call center, these are the 3 top considerations:
Easy of use & user experience
Security & compliance
Integration with other services
Below, we’ll break down what each of these traits included & how they benefit your VCC.
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What is a video call center?
Contact centers come in many forms. Most of us are familiar with telephone-based call centers where, after a long & annoying debate with the IVR routing bot, you get connected to a tier-1 support agent armed with a rigid script.
Some inbound contact centers are employed to resolve technical or customer service issues through text-based chat widgets. This sometimes includes a waiting queue or other ticketing system as agents work with multiple customers across an array of chat windows.
Video call centers enable more intimate, one-on-one customer support. Agents & customers interact through video chat to communicate in real time. Interactions through video chat allow customers & agents to connect face to face where they can smile, nod, & show real empathy.
Video-enabled contact centers represent the next generation of visual customer engagement. These solutions are often paired with & compliment text-based chat, AI tools, & telephone.
Benefits of video call centers
Video chat is also great for working through complicated issues where typing a 2,000 word response through a tiny chat line is a pain. Brands that add video chat options to their sales & support capabilities see a number of improved metrics, such as:
Increase net promoter score & CSAT
Lower abandonment rates
Improved first contact resolution
Boosts to brand loyalty
So how do companies building video call centers know if a video chat software tool is the right fit for their organization?
Easy of use & low profile
Both customers & agents benefit from easy-to-use tools with easy learning curves. Video chat CRM software should require minimal to zero training for agents.
Likewise, it should be as hassle-free for customers as possible. That means your video chat platform should not require users to download extra apps or install plug-ins, & it shouldn’t require customers to create any third party accounts.
Click, confirm, & connect. This is the ideal customer experience found in the best video chat software.
Additionally, brands should ensure that customers can easily find video chat options on their website or mobile app, without being intrusive. Some options include:
Embedding video chat options in text-based chat widgets
Low-profile banners or buttons offering video support
In listed options for customer support articles & hubs
Recursive Labs video chat never asks users to download or sign up for anything. Plus, zero residual data is left on the user device after sessions end.
Security & compliance
After the hacking of Zoom & resulting phrase-coining of “zoombombing,” users have rightfully grown a little skeptical of the security of easily launched video chat platforms. Today’s visual customer engagement platforms have learned from these mistakes & the best video chat software providers build VCC tools from the ground up with security in mind.
Recursive Labs, for example, utilizes a 9-digit security PIN to initiate all video chat sessions. This is in addition to a complex GUID on the backend. Together with other security strategies, Relate & Relate SMS video chat boast robust defense-in-depth against security threats.
In addition to security concerns, most brands should also be aware of possible regulatory compliance requirements that come standard with digital interactions. Video chat software for VCCs should have the ability to record sessions & archive them.
Integrations & add-ons
Video contact centers need versatile tools that integrate seamlessly together. That means video chat software should not be a siloed environment! Video chat CRM & VCC software should integrate into existing dashboards & workflows, giving your agents the ability to provide video-enabled support without asking them to learn a whole new system.
Plus, as stated above, video-enabled customer support often works hand-in-hand with existing tools such as text chat, cobrowsing, & inbound sales queues.
Look for video contact center software with Open API infrastructure, as this makes it easy to customize connectors for almost any deployment or use case. Ultimately, every VCC will operate a little differently to meet the unique demands of their customers. By offering simple, secure, & seamless video chat options, any CCaaS, VCC, or inbound team can succeed.
Still have questions?
We are happy to answer any questions you have about cobrowsing, screensharing, mobile camera sharing, video chat, & more. Recursive Labs is an industry leader in Next Generation Visual Customer Engagement & our team has plenty of knowledge to share!
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Recursive Labs is an industry leader in next generation visual customer engagement software in the form of secure no-download cobrowse, screenshare, video chat, & mobile camera CRM software. We help companies connect customers & support teams seamlessly through no-download visual engagement tools that integrate with major CRMs.