Article

Sam Makad
Sam Makad 12 August 2016

What Video Chat Means for Ecommerce Business

With an advancement of technology, e-commerce businesses are adopting video chat to enhance their customer experience.

E-commerce business is growing too fast and it is quickly replacing brick and mortar shops. Companies like Amazon or even exclusive online clothing shops have given many e-stores a run for their money. Taking out the price of rent and retail staff has enabled companies to offer cheaper prices compared to stores with a physical location .

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However, one thing that is still lagging with the growing eCommerce market is the level of customer service you would receive at an actual store. Many big e-commerce has gone beyond traditional ways of providing customer service and they implement various technologies like co-browsing, video chat, real-time communication and augmented reality. Among these all technologies, video chat is more important because allows customers and agents to connect to one another instantly and speak face-to-face. This provides the convenience of online shopping but the personal care and attention one might get at a boutique.

Software can help remedy this situation. With video chat, customers can choose whether to show their face, but still be able to see a customer service agent. Video chat is a worthwhile investment and 36% of customers would like to see it implemented.

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Some useful uses for video chat for your e-commerce business include:

  • Product Demonstrations: Video chat allows customer service agents to demonstrate how to use products or even how to assemble them. This can also be used the other way around with a customer service agent watching as the customer uses or assembles the product, and offers tips or answers questions.
     
  • Sales: If a customer is making a big purchase like an engagement ring or historical memorabilia, a customer will want to speak to someone with a wealth of knowledge on the subject before making a final decision.
     
  • Personal Shopper: An online boutique or something similar can personally show potential customers different pieces of clothing, giving them a good luck and answering any crucial questions the customer might have such as the texture of the fabric, the cleaning instructions, and other questions that cannot be answered by simply browsing online.

As an e-commerce business, you will probably also want to make hiring new employees as streamlined and online as possible. Many companies are beginning to use video chat or video conferencing to interview potential employees which saves not only valuable time but also money for both the potential employee and the employer. These days 60% of employers have conducted an online interview with video chat, and 80% of them say they prefer it for the reasons listed above.

Implementing video chat into your ecommerce business will help customers feel like they are receiving the same level of care and assistance they would if they went into a brick and mortar store. You will benefit from the saved costs of rent, as well as have the ability to provide customized assistance and make sure your customers are getting exactly what they want. Taking out the guesswork will lead to more purchases and more overall satisfaction as well.

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