For years the customer experience industry has been trying to find new ways through technology to lower the barriers between customers and brands. Now, the things we thought were so difficult to solve in the past –– like the ability to look customers in the eye –– are possible with Zoom.
The Zoom Contact Center is a robust, omnichannel engagement platform with video natively built and utilised in the powerful yet simple tool we’ve come to know. This intuitive experience combined with a seamless and unified screen-share, voice, and webchat technology, means that you can now help customers execute tasks such as filling out forms, troubleshooting problems, and finding their way to information on your website. Now, they can engage in the channel of their choice, with the prospect of a significantly enhanced degree of empathetic connection.
Nowhere more than in ANZ are we ready for our contact centres to have built-in video capabilities that let customer service agents elevate interactions from voice or chat to video. Culturally, we like to connect face-to-face. Statistics released last year revealed nearly 60% of people in the Philippines use their mobile phones to make video calls, 48% in Vietnam, and 43% in Indonesia, against a global average of 38%. And in ANZ, the trend toward video engagement has been clearly documented when it comes to the more complex and sensitive context in mind.
It’s official, we prefer to see each other, even on the small screen. And there has never been a time where video has been not only accepted as a means of engagement and connection but, in so many ways, is expected.