In today’s exceedingly competitive market, delivering an exceptional customer experience is more important than ever.
Consumers now expect fast, efficient, personalized service - and brands are continuously looking for innovative ways to meet these expectations.
One technology that has emerged as a powerful tool for delivering humanized digital customer service is video chat.
In fact, the popularity of video calls for customer support has surged by 89% since 2020 and is set to continue on this trajectory.
But for businesses with an existing CRM system, incorporating video chat can prove a challenge.
In this article, we’ll explore how video chat can be integrated into Salesforce, a leading CRM platform used by many businesses. We’ll cover:
- What is Salesforce?
- What is video chat?
- Why use video calls for customer service?
- How to use Salesforce for video chat customer service
What is Salesforce?
Salesforce is a cloud-based customer relationship management (CRM) solution for sales, marketing, and customer service.
The platform offers a range of tools that help businesses manage their customer data, sales leads, marketing campaigns, customer interactions, and business analytics.
It’s also highly customizable, allowing brands to tailor the software to meet their specific needs.
Salesforce is designed to be scalable for a wide range of businesses - from small start-ups to large enterprises.
That being said, it’s particularly beneficial for industries that rely on customer relationships to drive sales and growth.
It can also be useful for businesses that are looking to improve collaboration by uniting and aligning their marketing, sales, and customer support teams.
What is video chat?
Video chat is a communicative tool that enables customers to engage with businesses via live video calls.
This allows agents and representatives to have face-to-face customer conversations in real time - regardless of their physical locations.
Video chat customer service can be used for a variety of purposes, such as technical support, sales, and customer onboarding.
It’s particularly useful for complex issues, high-value customers, and product demonstrations that require visual aids.
To use video call software, customers typically need to have access to a device with a camera and microphone, such as a smartphone or computer, as well as an internet connection.
Many brands offer video support through their website or app, whereby customers can initiate a video call session by simply clicking a button.
With video chat, brands can provide next-level service and a more personalized and engaging experience for their digital customers.
Why use Salesforce video calls for customer service?
Both Salesforce and video chat are invaluable tools for brands looking to optimize customer service.
In this section, we’ll explore how integrating video chat with Salesforce can benefit both your business and your customers.
1. A humanized digital experience
The issue with most digital communication channels is that they sometimes strip away the human element of customer service.
Video chat poses a solution to this problem by facilitating face-to-face interactions in the virtual realm.
The combination of visual and verbal engagement empowers agents to communicate better with customers and create a stronger sense of human connection.
This is significant because 75% of consumers prefer to have an authentic, humanized experience when they digitally engage with brands.
By leveraging the communicative benefits of video chat, your agents will be able to wow your customers with the ultimate digital customer experience.
2. Faster problem-solving
One of the great things about video chat is that it facilitates faster resolutions through efficient problem-solving and better communication.
In fact, Talkative data indicates that customer issues are resolved 60% faster when the interaction takes place over a video call.
With video, the face-to-face dynamic helps agents to assess and understand the customer’s problem much faster.
It also makes it far easier for the customer to explain their situation and collaborate with an agent. Participants on a video call can use their cameras, screen-share, and/or cobrowsing to demonstrate issues and offer solutions.
This is particularly useful for complex cases that require more hands-on guidance. Such cases would be difficult to resolve efficiently via other channels like email.
Overall, video chat makes faster problem-solving possible by improving communication, increasing clarity, and enabling real-time collaboration.
3. Increased conversions
Another key benefit of video chat is that it can be leveraged to increase conversions and boost remote sales.
Case in point, Talkative customers have found that video chat increases the likelihood of a sale by x4.
And, according to customer experience leaders, video chat helps them convert in almost 40% of their customer interactions.
Thanks to video, sales agents can gain a greater understanding of the customer’s individual needs. This information can be used to provide personalized recommendations and a tailored sales pitch.
Video chat can also be used to show customers your products and provide visual demonstrations, creating more opportunities for upsells.
4. Optimal efficiency
Integrating video chat with Salesforce can optimize efficiency and improve performance by providing agents with all the information they need in one place.
Agents can view the customer’s data and history within your Salesforce environment - all while communicating via video chat.
This allows agents to quickly understand a customer’s specific needs and provide more personalized and effective service.
Additionally, by integrating video chat with Salesforce, businesses can automate a number of support and sales processes.
This helps businesses streamline their customer service operations, resulting in reduced wait time, faster resolutions, and an enhanced customer experience overall.
How to use Salesforce video conferencing for customer service
When it comes to using Salesforce for video customer support, the best way to get optimal results is through integration.
That' why we’ve put together a comparison of three video chat solutions that can integrate with the Salesforce platform.
With this guide, you can make an informed decision and find the perfect video chat provider for your needs.
Zoom is a cloud-based video conferencing software that allows people to communicate and collaborate remotely.
It enables users to host and attend video calls, virtual meetings, and webinars from anywhere in the world with an internet connection.
By integrating Salesforce with Zoom, businesses can bring together the data and capabilities of both platforms in one place.
It means that agents can schedule and start Zoom calls with customers from within Salesforce - eliminating the need to switch between different applications.
However, while a video conferencing platform like Zoom can be an excellent tool for collaboration, there’s one major drawback:
Zoom was not developed or designed for customer service interactions.
This means that it falls short in a number of areas required for optimal customer engagement, such as:
- User experience: Generic video conferencing software like Zoom has limited customization options, making it impossible for brands to create an on-brand and seamless video chat experience.
- Security: As it was built for internal collaboration, Zoom doesn’t provide the must-have security features required for customer contact (e.g. end-to-end encryption, expirable invite links). As a result, Zoom video calls are much more vulnerable to hacking, phishing, and other security or data breaches.
- Compliance: With Zoom, users don’t have the option to create separate meeting types with their own configurations for things like video recording and storage. This makes it difficult for businesses to meet compliance, privacy, and data protection regulations.
Ultimately, if you’re looking for basic video call software that can be integrated with Salesforce for no extra cost - then Zoom could be a viable option for your business.
However, if you’d rather invest in an advanced and versatile video chat solution that was specifically designed to power exceptional customer support - you’ll want to consider other options.
24sessions is a MessageBird company that provides businesses with a video chat and cobrowsing solution.
With this integration, agents can initiate video calls with customers directly from Salesforce - just like with the Zoom integration.
However, unlike Zoom, the 24sessions platform was designed specifically for customer communication.
This makes it a far better choice for customer interactions than Zoom, allowing brands to offer personalized and secure video chat support.
It also supports cobrowsing alongside video chat, meaning that agents can offer hands-on guidance and collaborate with customers to reach a resolution.
But while 24sessions is a solid option for brands looking purely for a Salesforce video chat integration, it’s not the best choice if you’re looking for a complete customer engagement solution.
If you’d rather invest in an omnichannel Salesforce integration that has all bases covered when it comes to customer contact channels - then you’ll want to consider other options.
If you’re looking for the ultimate integration for video chat and Salesforce, look no further than Talkative.
As the original Consultative Service Platform - built for brands with high-value and complex customer journeys - our innovative video chat is a huge part of our DNA.
Integrating our video chat with Salesforce allows you to deliver real-time, secure communication with customers via your website, app, and social media channels.
Talkative’s deep Salesforce integration also means a single pane of glass for your agents – empowering them to offer instant and scheduled video chats from within Salesforce’s centralized dashboard.
However you want to offer Salesforce video calls, Talkative’s video chat has you covered with a myriad of features and capabilities. These include:
- On-demand and scheduled video chat
- One-to-one and multiparty video calls
- Cobrowsing alongside video chats
- Virtual backgrounds and blurring
- Video recording, monitoring, and transcripts
- Virtual meeting rooms via our video chat Chrome extension
Alongside video chat, our platform also provides an omnichannel suite of digital contact channels.
From live chat and AI chatbots to social media messaging, web calls, and more, Talkative was designed to give you a comprehensive customer engagement solution - all inside of Salesforce.
It means that, with the Talkative Salesforce integration, you can meet your customers where they are via all their favorite engagement channels - and provide the ultimate customer experience.
And if our word isn’t enough to convince you - take a look at our customer case studies and testimonials.
The takeaway: Getting started with video chat for Salesforce
It’s clear that integrating video chat can be extremely beneficial for businesses using Salesforce.
From elevating the customer experience to increasing conversions and optimizing efficiency, there’s much to be gained from making video calls a part of your customer service strategy.
But in order to achieve this, you need the right video chat solution for your business.
One that can be seamlessly integrated with Salesforce, and is specifically tailored to your unique needs.
That’s where Talkative comes in.
As we’ve demonstrated, Talkative is one of the strongest contenders for Salesforce integration in the market today.
In addition to video chat, our Consultative Service Platform provides a complete suite of channels and capabilities that’ll empower your agents to connect instantly, and effortlessly, with all your digital customers.
It means you’ll be fully equipped to wow your high-value customers with a consultative digital experience they won’t find elsewhere - all from within your Salesforce environment.
Want to learn more? Book a demo with us today and discover how you can deliver premium video chat support with the power of Talkative and Salesforce combined.