Contact Babel: Inner Circle Guide to Video & Next-Generation Customer Contact

November 21, 2022
mobile video chat

In 2019/2020, businesses using video chat for customer service saw a usage increase of 400%.

According to leading analyst firm Contact Babel, this rapid rise in customer video calling was driven by the technological familiarity that customers developed during lockdown.

In other words, people started to use video calls more in a social and professional capacity.

In turn, they now want to use video chat as a form of customer communication

We understand why: at Talkative, we've always championed the use of video as a way of creating more human relationships with your digital customers.

As such, we're proud to have partnered with Contact Babel to bring you a special report on that very topic.

The report, titled ‘The Inner Circle Guide to Video & Next-Generation Customer Contact’, looks in detail at the driving forces for the use of video chat as a customer contact channel, use cases for video in the contact center, and key consumer demographics when it comes to using video chat. 

Let’s sum up some of its key findings.

customer video chat with contact center agent

The takeaway: the report's key findings

In the UK:

  • 62% of businesses believe video can offer more personalisation and empathy during an interaction.
  • 42% of 16-24 year olds and 44% of 25-34 year olds are likely to use video chat to communicate with a company if offered.
  • Men are more likely than women to use video chat as a customer contact channel (33% vs 22%).
  • Lockdown made people in all age groups more comfortable using video chat.
  • 15% of UK companies plan to adopt video chat as a contact channel within the next 2 years.

In the US:

  • 13% of US companies are already using video chat in the contact center
  • 14% of companies plan to introduce video chat as a contact channel in the next 2 years. 
  • 50% of businesses see being able to demonstrate products and solutions as a key driver for video chat.
  • 36% of consumers are more comfortable with using video chat after lockdown.

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Smiling customer on a smartphone