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

Nicole Davies
June 24, 2021
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Nicole Davies

Contents:

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:

  • 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 has 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 centre
  • 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.


For more original data and tips on implementing video chat, download the full report for free below.


Download the ‘Inner Circle Guide to Video & Next-Generation Customer Contact’

Discover use cases, implementation tips, and ROI for video chat as a contact channel

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