Transforming the Contact Centre Experience with Video Call API and SDK
Tags: livevideocalling, videomeeting, videoconference, livechat
Published: 2024-04-29 10:33:32

Let's face it: despite corporations' arrogant boasts of customer-centricity and exceptional customer service, most contact center customer experiences are terrible! More often than not, it is a terrible process that frustrates clients rather than solving their problems. The explanation is simple: clients struggle with poorly designed IVRs, and when they do contact a human agent, the operators typically fail to comprehend the situation. They also lack the collaboration tools needed to rapidly and efficiently handle consumer complaints, resulting in a loss of revenue. A recent PwC analysis revealed the extent of the consequences of these bad relationships. It indicated that 32% of consumers will quit a business after a single negative encounter, leaving little room for error when building customer care operations. 

Consider the following scenario: a consumer attempts to complete an online form at a banking site. S/he quickly sends messages through the [**live chat**](https://www.enablex.io/cpaas/video-api) window, and the interaction may look like this: 

![Image description](https://dev-to-uploads.s3.amazonaws.com/uploads/articles/eu6pqx3zgpzuowtoe7rp.png)

As soon as the client agrees to the call, the agent immediately provides a **[live video](https://www.enablex.io/cpaas/video-api)** meeting link in the chat window, and they are connected to the video conference. The consumer shares his screen with the agent, and the problem is fixed immediately since there is no guesswork and the agent can see the issue first hand. This may appear to be a simple task, yet it may significantly improve a customer's experience.

Companies that deliver an excellent customer experience will discover that their consumers are more loyal and eager to recommend the firm to others. Unfortunately, most organizations fail to engage in this essential part of customer experience, resulting in 'experience disconnect'


Customer Experience is More Important in the 'Digital-First' Era.

According to the PwC report, 42% of all customers are prepared to spend extra to have a better customer experience. In addition, 65% of US customers believe that a better customer experience is more impactful than advertising. When customers consider their interactions, positive experiences affect purchasing decisions across practically every industry. The survey backs up the aforesaid claim. 

As a result, anytime your consumers contact you for assistance or information via any channel, provide them with speed, convenience, and an 'in-person' experience.

Creating a seamless Omnichannel Contact Centre Experience

Many businesses, even multinational corporations, have the mistaken belief that as consumers grow more tech-savvy, they would prefer digital means of self-help, lessening the need for live agents. This is incorrect thinking since it evaluates each channel separately and lacks a coordinated, cohesive strategy. Great firms do not think that way. 

For example, Amazon has developed an omnichannel customer-care strategy that gives customers various ways to reach its contact centre. They may write an email, chat online, or speak with a live agent over the phone—or, if their problem is simple enough, they can use live digital interaction.

Despite being the global leader in e-commerce, Amazon never takes its consumers for granted. They have implemented a well-oiled omnichannel customer service approach that emphasizes real 'in-person' contacts to manage complicated consumer demands and address difficulties quickly. Enterprises may learn from Amazon's customer service strategies. Their solution is built on a unified strategy that involves extensive integration with customer support systems and communication capabilities. 

So, does this entail a full overhaul of customer service operations? The response is, "No."
Enterprises may improve their current contact center operations by incorporating **[video call APIs](https://www.enablex.io/cpaas/video-api)** into their CRMs or applications without investing in costly gear and software. This offers two unique advantages:

Switch smoothly from text chat to video: A customer service person may provide a [**video meeting**](https://www.enablex.io/cpaas/video-api) link to a customer within the chat window, and the consumer can join a live video call from any web or mobile browser.

Improve the collaboration experience by allowing both agents and customers to connect through screen sharing, **[annotations](https://www.enablex.io/insights/selling-homes-building-relationships-better-done-on-live-video/)**, and [co-browsing](https://www.enablex.io/insights/co-browsing-redefine-your-contact-centre-operations/).

Offering a Communication Experience That Goes Beyond the Phone Call and Chat.


Here's how you can alter the Contact Centre experience using the **[Video Call API and SDK](https://www.enablex.io/cpaas/video-api)**. 

Insurance: Including a [**video chat**](https://www.enablex.io/cpaas/video-api) can help differentiate your claims procedure and overall customer service services. Incorporate **[video calling](https://www.enablex.io/cpaas/video-api)** into your claims process and customer service to help your customers submit claims faster by screen sharing the damage to their assets in real time.

Retail: Make it easy for customers to learn about and utilize your goods. Allow your support or sales representatives to provide extensive instructions on how to use a product, or give them a personalized experience that goes beyond YouTube videos, chat, or phone conversations. 

Financial Services: When working with high-net-worth clients in person for transactions or brokerage services, pay close attention to their needs. Your adviser may evaluate customers' investment portfolios, handle any ledger or technical issues, or provide a product demonstration regardless of the client's location or time zone.

Healthcare: By integrating video call APIs and SDKs into your teleconsultation apps, you can connect your patients with doctors in real time from any device.

To conclude.

Most businesses mistakenly feel they understand how customer service works yet choose an inadequate strategy for resolving customer complaints. They fail to recognize the void left by the loss of 'in-person' contact. A contact center with native omnichannel and robust video call capabilities may help bridge the gap while maintaining the personal touch of live connection.


If you want to enhance your Contact Centre's experience using Video Call API and SDK, simply join up and **[try now](https://www.enablex.io/free-trial/)**!