When it comes to the current business world, one thing is true above all else: the customer always comes first. Customer service has become the most important metric any business in any sector should be measuring. However, knowing whether or not a customer is happy is just part of the goal of a successful business. The other part is finding new ways to improve the quality of customer service in order to drive up the happiness quotient. One way to drive up the customer happiness factor is to add a co-browsing or video feature to the mix.
Video has come quite a long way from its rather humble beginnings in the business sector. These days, the technology can make a powerful tool, especially when a company wants to show a customer it really cares about making that customer happy. Amazon has tapped into this technology in a big way by incorporating live video into the help section of its newest devices. Now when a Kindle Fire or Kindle Fire Phone (News - Alert) customer has an issue, they can simply push a button to initiate co-browsing (i.e. screen sharing), and be face-to-face with a live support person.
The financial sector has realized how useful video chat can be as well. One new report says that one in four adults interact with their financial advisor using video application likes Skype (News - Alert) or GoToMeeting. The basic goal of using video chatting in the business world is to bring the in-store experience online. With the economy picking back up after the crash of 2008, more people are expecting better customer service across the board. Some companies have realized that the best way to do this is to make the customers feel as though they are talking to someone who is close by and who cares about their wants and needs.
By offering up video-based customer service, people are not talking to some unknown entity through email or even voice chat. They can see who they are talking to and fell as though they are getting better service in the end.
Edited by Alisen Downey