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More and more companies are using video chat to boost online sales or provide better customer support. But what really is the untapped potential of ecommerce video chat?
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THE UNTAPPED POTENTIALOF ECOMMERCE VIDEO CHAT
EVERYWHERENOWADAYS, VIDEO CHAT IS
Photo credit: nesson-marshall - CC
COMMUNICATION CHANNELIT’S THE FASTEst GROWING
600 Millionvideo calls
2010
30 000 Millionvideo calls
2015
OF SKYPE CALLS ARE MADE2 BILLION MINUTES
Photo credit: Jon Ovington - CC
OF SKYPE CALLS ARE MADE2 BILLION MINUTES
EVERYDAY
Photo credit: Jon Ovington - CC
AND IT’S NOT ONLY FOR
FAMILY & FRIENDS ANYMORE
AND IT’S NOT ONLY FOR
FAMILY & FRIENDS ANYMORE
conduct a job interviews through video chat
60% OF HR MANAGERS
AND IT’S NOT ONLY FOR
FAMILY & FRIENDS ANYMORE
conduct a job interviews through video chat
60% OF HR MANAGERSuse the plateform for
business purposes
37% OF SKYPE USERS
AND IT’S NOT ONLY FOR
FAMILY & FRIENDS ANYMORE
video chat with their patients
7% OF US DOCTORSconduct a job interviews
through video chat
60% OF HR MANAGERSuse the plateform for
business purposes
37% OF SKYPE USERS
YOUR CUSTOMERS ARE
ASKING FOR IT
36%OF CUSTOMERSwould like to use real-time video chat with customer support
THE TOP 3 QUALITIES FORAND GUESS WHAT THEY SAY ARE
A CUSTOMER SERVICE AGENT
THE TOP 3 QUALITIES FORAND GUESS WHAT THEY SAY ARE
A CUSTOMER SERVICE AGENTSPOILER ALERT: LEARNING A
SCRIPT BY HEART WON’T DO
1
CAN SOLVE PROBLEM QUICKLY
1
CAN SOLVE PROBLEM QUICKLY
2
GOOD PERSONAL INTERACTION
1
CAN SOLVE PROBLEM QUICKLY
2
GOOD PERSONAL INTERACTION
3
EXPERT INITS FIELD
WHAT MAKES VIDEO CHAT
THE PERFECT SOLUTION?
FOR CUSTOMER SERVICE
VIDEO CHAT HAS SOMETHING
TEXT AND PHONE DON’T
VIDEO CHAT HAS SOMETHING
TEXT AND PHONE DON’T
BODYLANGUAGE
AND WE MOSTLY COMMUNICATE
IN A NON-VERBAL WAY
AND WE MOSTLY COMMUNICATE
IN A NON-VERBAL WAYthrough words 8%
AND WE MOSTLY COMMUNICATE
IN A NON-VERBAL WAYthrough words 8%
through the tone of our voice 38%
AND WE MOSTLY COMMUNICATE
IN A NON-VERBAL WAYthrough words 8%
through the tone of our voice 38%
through our face expressions 55%
LOOK AT THIS WOMAN
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LOOK AT THIS WOMANARE YOU SMILING?
Photo credit: Ronn Ashore - CC
LOOK AT THIS WOMANARE YOU SMILING?
WHEN BEING SMILED AT 50% OF
PEOPLE SMILE BACK & NONE FROWN
Photo credit: Ronn Ashore - CC
AS MOTHER TERESA ONCE SAID
«I will never understand all the good that a simple
smile can accomplish»
Photo credit: Marquette University - CC
click here to tweet that quote
HOW CAN A SMILE
HELP YOUR BUSINESS?
HOW CAN A SMILE
HELP YOUR BUSINESS?
BY MAKING YOUR
CUSTOMERS FEEL GOOD
HERE’S THE EFFECT OF A SIMPLE SMILE
Photo credit: Mateus André - CC
HERE’S THE EFFECT OF A SIMPLE SMILE
Smiling makes you feel better than eating
chocolate, having sex or winning $16 000
Photo credit: Mateus André - CC
HERE’S THE EFFECT OF A SIMPLE SMILE
Smiling makes you feel better than eating
chocolate, having sex or winning $16 000
People who smile more in their lifetime live a longer
and happier life
Photo credit: Mateus André - CC
HERE’S THE EFFECT OF A SIMPLE SMILE
Smiling makes you feel better than eating
chocolate, having sex or winning $16 000
People who smile more in their lifetime live a longer
and happier life
Smiling makes you more likable but also makes you look more competent and
attractive
Photo credit: Mateus André - CC
HERE’S THE EFFECT OF A SIMPLE SMILE
Smiling makes you feel better than eating
chocolate, having sex or winning $16 000
People who smile more in their lifetime live a longer
and happier life
Smiling makes you more likable but also makes you look more competent and
attractive
Smiling makes you healthier. It lowers blood
pressure and reduces stress hormones levels
Photo credit: Mateus André - CC
HERE’S THE EFFECT OF A SIMPLE SMILE
Smiling makes you feel better than eating
chocolate, having sex or winning $16 000
People who smile more in their lifetime live a longer
and happier life
Smiling makes you more likable but also makes you look more competent and
attractive
Smiling makes you healthier. It lowers blood
pressure and reduces stress hormones levels
Botox blocks out muscles used for genuine smiles therefore cancelling the
benefits of smiling
Photo credit: Mateus André - CC
IF YOUR CUSTOMERS COULD SEE
CONSULTANTS SMILE
IF YOUR CUSTOMERS COULD SEE
CONSULTANTS SMILE
THAT’S HOW YOUR BRAND WOULD
MAKE THEM FEEL!
AND THAT’S NOT IT!VIDEO ALSO INCREASES CONVERSIONS
AND THAT’S NOT IT!VIDEO ALSO INCREASES CONVERSIONS
Customer who saw your product on video are
85% MORE LIKELY TO BUY
AND THAT’S NOT IT!VIDEO ALSO INCREASES CONVERSIONS
Customer who saw your product on video are
85% MORE LIKELY TO BUY
95% REMEMBER VIDEO
After 3 days, only 10% of people remember text but
AND THAT’S NOT IT!VIDEO ALSO INCREASES CONVERSIONS
Customer who saw your product on video are
85% MORE LIKELY TO BUY
95% REMEMBER VIDEO
After 3 days, only 10% of people remember text but
UPSCALE CUSTOMERSVideo chat attract more
($75,000 household earnings / year)
MAJOR COMPANIES ARE ALREADYVIDEO CHATTING
Added video chat support to their new Kindle tablets and already have thousands customer support staff dedicated to video chat
AMAZON
Photo credit: jblyberg - CC
Will soon launch video chat support for Adwords customers in an effort to take customer service to the next level
Photo credit: chuckbiscuito - CC
Was the first bank to offer video chat, reducting costs associated with meetings by 50%
mBANK
Photo credit: chuckbiscuito - CC
NOW IT’S YOUR TURN!BUILD YOUR OWN VIDEO CHAT SUCCESS STORY WITH CUSTOMERICARE
ASK FOR FREE TRIAL
http://customericare.com
Follow us on Twitter: @customericare
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