- Inner Circle Guide to Video & Next-Generation Customer Contact
According to the latest report from leading analyst firm Contact Babel, the ‘rapid rise of video as a channel for customer contact’ has been largely driven by the familiarity with video calling developed in lockdown.
In other words, people have started to use video calls more in a social and professional capacity, and they now want to use this form of communication as a customer.
In fact, businesses and contact centres using video chat in 2019/2020 have seen a 400% year-on-year increase in video chat usage!
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 centre, and key consumer demographics when it comes to using video chat.
Let’s sum up some of its key findings.
In the UK:
In the US:
For more original data and tips on implementing video chat, download the full report for free below.
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