Video live chat software has become increasingly popular as businesses strive to provide the best customer service experience possible. This type of live chat software allows customers to make real-time video connections with customer service representatives, making it easy to troubleshoot and answer questions quickly.
Businesses can easily integrate video live chat softwares into their customer service strategy. However, there are pros and cons to consider before making the leap to this technology. In this article, we will take an in-depth look at the pros and cons of video live chat software so that businesses can make an informed decision when deciding if it’s the right fit for them.
What is video live chat software?
Video live chat software allows customers to connect instantly with a customer service representative via video. Businesses can use this software to provide live video support on their website and on social media.
This software is typically available as a hosted solution, meaning that businesses don’t have to purchase and manage it themselves. Hosted solutions are commonly used for websites, mobile apps, and social media channels.
Advantages of video live chat software
There are some advantages to using video live chat software compared to other methods of customer support.
Improved customer service
Video live chat can make it easier for customers to get in touch with your support team. As a result, businesses can reduce their average time to respond, resulting in happier customers.
Video chat software is an excellent tool for improving customer service. It’s the next best thing to being there in person, but it also allows customers to see a live representative and ask questions without having to wait. Video also allows customers to communicate their needs more visually, making it easier to understand their issues.
Increased customer engagement
Customers who are able to engage in real-time with a customer service representative feel more connected to your brand, leading to increased loyalty and satisfaction.
Video live chat software provides increased customer engagement because it allows customers to have a face-to-face conversation with a company representative, which is more personal than email or phone calls.
Video live chat software can help reduce costs by making it easier for agents to troubleshoot issues. It also reduces the number of follow-up calls, as customers are more self-sufficient following their video chat session.
Disadvantages of video live chat software
On the other hand, there are still several disadvantages to using video live chat software.
Video chat is a great way to connect with your customers and prospects, but it can also have its drawbacks. For one thing, video live chat can be difficult to set up and configure – you’ll need the right software, the right equipment, and more.
Additionally, if multiple people are using it at once, there can be a delay in transmission time. This can make conversations difficult and sometimes prevent them from happening altogether. Even when only one person is using it, there might be an issue with resolution due to bandwidth issues or something similar.
While there are plenty of ways to get around these issues by investing in more advanced technology (for instance, webcams with a lower resolution that transmit in lower quality), video chat software might not be available at all times to everyone who wants to use it.
Potential privacy risk
Because video chat is not as private as traditional chat, people may overhear conversations between you and your customer. As such, businesses should have strict security protocols in place.
Not a lot of customers are comfortable with video chat
Video live chat is a great way to provide customers with a personalised experience. However, not every customer likes to be on a video call with a stranger. Most people prefer typing up a message and reading a response as it’s the more comfortable way of communication.
You could potentially run the risk of wasting the resources you used to implement your video live chat software system.
Reap the benefits of a fully managed live chat service from Greechat.
As you can see, the live chat system you choose may have numerous benefits. It can help improve your customer service experience, increase customer engagement, and even reduce costs. However, it also has its drawbacks.
Compared to video live chat, which can be costly and complex, you can enjoy the benefits of real-time customer support through a fully managed live chat service from Greechat. It’s quick to set up and maintain and easy to use, and it can be more cost-effective for your needs.
We highly recommend Greechat – one of the top live chat software and service providers that gives you a place to talk about your business easily.
Greechat knows how important it is to have a space where you can discuss your company with other people who are in the same boat as you. With Greechat, you can do that and get help from our team of expert live chat operators and management teams.
At Greechat, our mission is simple: to help businesses thrive by providing them with the tools they need to succeed. Reach out to us today to get started!