1CLICK | Live Customer Service Chat on Your Website
Here is the second guide from our publication house! This time it is all about live chat software – its uses, advantages, disadvantages, industries benefiting from it and the future of the technology.
In my previous article, I asked a very serious question. Are you still using live text chat? Because if you are these three articles are specially for you. But first let’s discuss what exactly is a live video chat software.
Every business, no matter how big or small the business is, will have customers and clients. Constant contact with these customers is the key to increase sales and management. Earlier, businesses used text chat to keep in touch with these customers. Earlier businesses used text chat softwares to communicate with their customers. Today, however businesses have incorporated video chat softwares to perform this action.
Today, technology has risen to an unimaginable height. And with the rise in technology, the demands of customers too have increased. With the advent of e-commerce websites, shopping and purchasing has become an easy and comfortable process. However, there are a lot of people who are hesitant to buy online because of the lack of credibility about the company and the product they want to purchase. In a brick-and-mortar retail store, customers can talk to the employees directly in case of any confusion. They can clear their doubts immediately. They can see the product, feel it and like it before the purchase. However, with the rise in technology, customers want this same person and human touch when they shop online too. Or before and after they make any purchase, for that matter. This is what a live video chat software does. It brings in the human and person touch to businesses.
This software enables businesses to communicate in real time with their customers or clients over a video. With the help of a these softwares customers can see the employee talking to them and the employee can clear any doubts and assure the customer about the safe purchase. In simple words, a live video chat for business is a Skype software for businesses, like 1Click.
Here are some of the few advantages of live video chat over live text or audio chat softwares
Like I mentioned earlier, today, customers demand more from businesses. They don’t just want to buy a product and be done with it. They want to feel wanted and special. They want businesses to let them know about discounts and offers before they ask for it. In short, they want the human touch from businesses. With a live text chat software businesses can communicate with their customers over an instant messaging software. However, there is no credibility and safety for the customers that they are talking to the right person and that their comments on the product or company is in safe hands. However, with the this chat software, customers can see who they are talking to and in turn the employee too can understand the customer’s woes and confusions.
In a few of my earlier articles I mentioned how people still prefer the brick-and-mortar retail stores over the e-commerce websites. This is because in the stores, there is a smiling face welcoming the customer, asking him his requirements and providing him a product based on those requirements. In short, the employee makes shopping for the employee easier. With this, online businesses can provide the same experience to their customers.
The first advantage of face-to-face communication itself solves more than half of the problems. When customers can see who they are talking to, they can converse their worries, discomforts and appreciations with ease and confidence. Sometimes this chat is also used for document sharing. For example, businesses sometimes use live video chat to create virtual conference meetings as well. In such meetings, confidential documents and files may be shared between employees. And many at times businesses could worry about the security of the documents shared through a live text chat or audio chat. However, with this documents can be shared without any worry about the safety aspect. With our live video chat solution, employees can choose who all to attend the meeting, and hence documents will be shared only within a closed circle. Also, unlike Skype, these chats for businesses, like 1Click, is a lot secured and credible than others.
In a recent study by Forrester it was shown that 27% of people liked it when solutions were given to them before it was asked for. With a proactive video chat software, this is possible. Suppose your customer is wandering around the FAQ’s page, or seems to be struggling with purchasing a product, you can come to their rescue with the proactive chat software. As soon as you figure out a customer is confused, the live chat widget pops up, and the customer is free to ask and clear all their doubts. This helps in clearing confusions and a more personal touch, hence, improving sales and business.
1. POSSIBLE DEVICE FOR CYBER BULLYING
However, not every software is perfect. One main disadvantage of a this chat software, or video conferencing for that matter, is it could be used as a possible tool for cyber bullying. With video the main criteria, live video chats could often be misused, the employees could misbehave and the software could be a possible cyber bullying tool for strangers.
A few of my colleagues keep staying up late in the night because most of our clients are in the US. This could be a major problem for video conferences – that the customer and the business employee may not be in the same time zone. Hence, there could be someone waking up or staying awake at an odd time to communicate or converse.
According to another research, people cannot multi-task beyond a point. This act of concurrency, on in video conferencing terms, multipoint communication should not go beyond a point. This reduces efficiency of the employees. Hence, the software should enable only up to a maximum of 6 or 8 multipoint face-to-face communication for better efficiency levels from the employees.
No matter what the disadvantages, people demand for more from businesses today. And live video chat is the first and best solution for businesses to provide that extra something to their customers.
Companies and businesses have found a great alliance in 1Click’s cloud video solution. We help businesses foster greater innovation and productivity by integrating Video, Audio, and Text capabilities into their website, products, Services, mobile applications, and tablet applications.
1Click live video chat, the best video chat solution for businesses and startups. 1click lets you conduct live conversations with visitors, all this while staying on your website. Our chat widget allows you to start video conversations with your customers or clients within seconds. With no add-on, plugin or extension, your customers are truly one click away from having an audio or video conversation with you. 1Click live video chat allows multipoint face-to-face chat without any software installations, and performs cross-platform video conferencing; so that you need not worry what OS the visitor is using. Your customer can connect with your customer service representatives from anywhere, using any device. Our live chat widget enables video, audio, and text on any website or mobile app. Further, our WordPress live chat plugin, Shopify live chat plugin, Joomla live chat plugin, Drupal live chat plugin, blog live chat plugin and other similar live chat plugins enables video and audio calling abilities on any website. Providing a live video customer support has never been easier before. With our customer support tool, you can be sure to make your customer go WOW.
With our SalesForce live chat plugin, Zoho live chat plugin, Jira live chat plugin, SugarCRM live chat plugin, and other similar live chat extensions you can start off every chat knowing whether there are any outstanding tickets, cases, or notes related to the customer. Similarly, you can create cases, notes or tickets for the customer anytime during the conversation. All the data on your 1Click live chat dashboard can be integrated with Salesforce, Zoho, Jira, SugarCRM or any other customer relationship management software you are using.
1Click.io is pluggable video infrastructure and browser based video call solution for business. 1Click humanizes video business interactions and coverts your browser into a new conference room. Connect with customers across all devices through voice, video & text. Our video calling software for business is the best enterprise-level B2B live video solution. Experience the simplicity of 1Click video calling in your browser and in your workflow. Visit our demo page.