Why Live Video Chat? From the Customers’ Perspective

So what are the benefits of using live Elite Agency video chat from the customer’s point of view? Here are two compelling reasons:

 Instant Service: Customers today want instant responses to their queries.

This is where using  Angajari video live chat comes in handy. All they have to do is video call the agents and get their queries resolved in real-time.

 Face-To-Face Customer Experience: Face-to-face customer support works similarly to in-person interactions.

As you can imagine, this allows agents to connect on a more human level with users, as they can read the customer’s facial expressions, understand their body language, and gauge their reactions.

It’s far better than second-guessing what the customers might be feeling or having to ‘read between the lines.’

On the customer’s part, they get better, more relevant, and personalized service – and ultimately, they leave the video platform on a happier note.

Moving on, let’s look at some real-life examples to draw inspiration from and extend a stellar customer experience.

4 Best Excellent Ecommerce Examples To Learn From

Owing to the ongoing pandemic, businesses are embracing technological tools to extend a superior live chat experience.

Consider the use case of, they offer customer video live chat services to assist them in their buying journey, and personalize the experience from start to finish:

Customers get to choose the type of interactive support they would like to go ahead with, and receive answers to their queries from the comfort of their homes:

What can ecommerce businesses learn from this?

You can use video live chat to replicate the “in-person” experience that the physical store offers, and extend a personalized service without dampening your sales.Video live chat offers unparalleled convenience to customers as they can get answers to their queries and receive customized support without actually entering the store physically.

2. IKEA Sweden

Swedish furniture retail company IKEA plans to roll out video live chat services for their customer support. The company decided to use video because it helps:

Address geographical issues that necessitate workers having to travel to customers to check installations, product errors, etc. This is time-consuming, and not eco-friendly.Streamline the customer support, and resolve customer concerns that require a lot of effort from the customer’s viewpoint such as sending emails, clicking photos of incorrect/damaged products, and so on.Address language issues and offer multi-lingual support by enabling agents from other stores to reach out to customers via video and offer the right support.

What can ecommerce businesses learn from this?

You can use video live chat, as IKEA did, to drive a more personal connection with the customers, and to build a much happier and loyal customer base through speedy and accurate query resolution.

3. Poopsie’s

Poopsie’s is a gift and toy store in Galena, IL which offers the “Poopsie’s Live” service. Here’s a snapshot and a video of how this process works:

Basically, a customer service agent (known as a “Poopette”) hops on a video call with the customer to assist them in selecting the right products for their gifting needs:

After the customers fill out the Poopsie’s Live form online, a personal shopper uses the information provided and logs into Facetime or Skype to suggest customers with the right gift options.

Once the customer zeroes in on what they want to buy, they can either pick up their purchase in-store or have their items shipped to their doorstep.

What can ecommerce businesses learn from this?

Ecommerce businesses don’t need to spend too much on complex video chat tools. Even video platforms such as Skype and FaceTime work as long as your primary customer base is digitally savvy and technology-friendly. And for those looking for tailored solutions, there’s a ton of tools specially designed for ecommerce.

4. Cadillac Canada

Cadillac Canada launched Cadillac Live – a digital website that doubles up as a virtually interactive showroom, allowing customers to interact with agents in real-time:

Here’s how this video chat service works:

Shoppers need to first fill out an online form and input basic contact information, as well as their preferred day and time for the call. They can also mention the name of the vehicle they wish to see.Once they make an appointment for the call, they can enjoy a 360–degree virtual tour of the showroom.Once the call ends, the customer can book a test drive at the local dealership, or they can go ahead with the purchase.

Using the video live chat offers a multitude of benefits:

Shoppers can ask questions live and view Cadillac models depending on their requirements.There’s access to on-screen tools that allow them to view options for vehicle models, colors, trim, wheels, etc.They can also preview the capabilities of the chosen vehicle and use a chat box to type in their messages if they so prefer.Moreover, if the call drops, the brand will send the customer an email link to reconnect or re-book a new session.

What can ecommerce businesses learn from this?

Owing to COVID-19, more and more businesses are looking at virtual ways to sell products online and deliver a high-quality customer experience. This is where the concept of using video live chat to pave the way for “digital showrooms” can truly shine.Your customers can get their queries addressed, view the product’s features, and leverage instantaneous customer support, all at the click of a button.

Finally, let’s look at some time-tested tips and strategies you can use to bring your video chat A-game on.

Tips To Improve Your Video Chat Game

When it comes to video chat best practices, there’s no “one-size-fits-all” approach that works. So make sure to collaborate with your sales and marketing, customer support, and senior management to hash out the right strategies. To help you get started, here are a few pointers to keep in mind:

Thoroughly research your target audience.Be crystal-clear on your objectives and end goals.Get into the specifics to understand when and how you’ll be using the video chat service.Drive a pilot test to understand its effectiveness.Test multiple video chat solution providers to understand the right fit.Ensure that your internet connection is consistently fast and reliable.Think about the premises or environment from where you’ll be driving the video live chat services.

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