Expert Insights

How to Successfully Introduce Video Chat Into Your Contact Centre

Video in business concept illustration with hands holding a video icon

Published On: 4th Nov 2026 07:30

Video chat has been around for years, but it’s never quite managed to establish itself as a mainstream contact centre channel. However, that could be starting to change!

Our latest Call Centre Helper research found that 8.2% of contact centres are now using video chat, suggesting that more organizations are beginning to see the value of adding a visual element to their customer conversations.

And when you think about the types of problems customers contact organizations about, it’s not difficult to see why.

So, where can video chat make the biggest difference? And what should contact centres consider before introducing it? Let’s find out…

Why Is Video Chat on the Rise?

Think about the last time you had to explain a technical problem to someone over the phone.

Perhaps an appliance wasn’t working, a product had arrived damaged, or you were struggling to follow a set of instructions.

You can spend ten minutes trying to explain exactly what’s happening, only for the person on the other end to still be unsure what you’re looking at.

Now imagine being able to show them instead.

That’s where video chat has the potential to make a difference, particularly for customer enquiries that are difficult to resolve through voice or messaging alone.

And it doesn’t have to mean introducing an entirely separate customer service channel.

For example, a customer could begin an interaction over the phone or through live chat, before the agent identifies that seeing the problem would help them resolve it.

They could then move into a video session, without having to start the conversation again.

It’s a relatively straightforward idea, but one that could make certain customer journeys considerably easier.

Where Can Video Chat Make the Biggest Difference?

Before introducing video chat, it’s worth looking at the types of enquiries your contact centre already handles.

Which interactions regularly involve customers struggling to explain something? Where do agents spend time trying to understand a problem they can’t see?

Technical support is an obvious starting point, particularly when customers need help troubleshooting equipment or following instructions.

However, there are plenty of other potential applications.

Insurance providers, for example, could use video to assess damage remotely, while retailers could use it to better understand product faults or returns. There are also opportunities for remote inspections and other customer interactions where seeing the situation would help an agent make a decision.

It’s also worth understanding the difference between traditional video calling and visual assistance – as that distinction is important, particularly when considering how video could fit into existing customer journeys.

When we think about video chat, we often picture two people speaking face-to-face on camera. But that isn’t necessarily what customers or agents need. In many cases, the customer doesn’t need to see the agent at all. The agent simply needs access to the customer’s camera so they can see the issue for themselves.

For example, as we saw on our site visit to Costa Coffee, they use video chat in this way to help customers fix their own coffee machines quickly and efficiently “side-by-side” with an agent – and their customers have welcomed this support.

“There’s been a real shift to video as the norm. People were more reluctant to use it pre-Covid – especially clicking a link on their phone – but people now see the benefit and are definitely more open to using it.” – Deborah Woods, Contact Centre Manager

Why Is Video Chat Finally Gaining Momentum?

With video chat adoption now reaching 8.2%, we wanted to find out what’s encouraging more contact centres to consider the technology, and whether this growth is likely to continue.

To discuss this, we spoke to Charles Kergaravat, CMO at Apizee, about the opportunities for video chat and the practical considerations for organizations looking to introduce it.

During the conversation, we explored where video can add the most value to customer interactions, why adoption is beginning to increase, and what contact centres should be thinking about before getting started.

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5 Tips for Successfully Introducing Video Chat Into Your Contact Centre

If you’re considering introducing video chat, there are a few things worth getting right from the beginning:

1. Make It as Easy as Possible for Customers

If a customer is already struggling to resolve a problem, the last thing they need is another complicated process to follow.

Having to download an application, create an account or work through several different screens could quickly put them off using video altogether.

Ideally, agents should be able to send customers a secure link that allows them to join a video session in just a couple of clicks.

The easier it is to move from an existing conversation into video, the more practical the technology becomes for everyday customer service.

2. Remember That Not Everyone Will Want to Use Video

While video chat can be useful, it won’t be suitable for every customer or every interaction.

Some customers may have poor internet connectivity, while others could have accessibility requirements or concerns about privacy.

And, of course, some people simply won’t feel comfortable using their camera.

It’s important that customers continue to have a choice over how they contact your organization, rather than feeling pressured into using video.

After all, the purpose of introducing another channel should be to make getting help easier.

3. Make Sure Your Agents Are Properly Prepared

Introducing video also means thinking about the people who will be using it.

Agents who are comfortable handling telephone calls or live chat conversations won’t necessarily have the same confidence when interacting with customers on camera.

They may need additional training around camera use, body language, and managing conversations where customers are showing them their surroundings.

Privacy is another important consideration, particularly when customers could unintentionally share personal or sensitive information during a video session.

Giving agents the right guidance and support before introducing the technology should help them feel more confident about when and how to use it.

4. Start Small and Focus on Specific Customer Journeys

Rather than introducing video across every part of your contact centre, begin by identifying one or two customer journeys where it could make a difference.

For example, if your technical support team regularly deals with customers who struggle to describe equipment faults, that could be a sensible place to start.

You can then look at whether introducing video actually improves those interactions before deciding where else it might be useful.

Starting with a smaller number of use cases also gives your team an opportunity to understand what works, identify any problems, and make adjustments before expanding further.

5. Measure Whether Video Is Improving Customer Outcomes

One thing to be careful of is treating video chat adoption as a measure of success in itself.

Just because more customers are using video doesn’t necessarily mean they’re receiving better service.

Instead, look at what happens to the customer experience when video is introduced.

Are more enquiries being resolved at the first point of contact? Are customers finding it easier to get the help they need? Are agents spending less time trying to understand problems?

Metrics such as First Contact Resolution, Customer Effort, CSAT, Average Handling Time, and repeat contacts could all help you understand whether video is having the intended effect.

Depending on the use case, you might also be able to measure reductions in unnecessary technician visits, product returns, or escalations – and these are the types of improvements that will help demonstrate whether video chat is worth expanding.

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Does Video Chat Need to Become a Mainstream Contact Centre Channel?

Our research shows that video chat adoption has reached 8.2%, but that doesn’t necessarily mean we’re heading towards a future where every customer service interaction takes place on camera.

And there’s no particular reason why it should.

For many everyday enquiries, voice, messaging, and self-service will continue to work perfectly well.

However, as more straightforward customer interactions are handled through automation, agents are likely to spend a greater proportion of their time dealing with complicated enquiries.

These are often the situations where understanding exactly what the customer is experiencing can make a big difference.

Video chat simply gives agents another option when traditional channels aren’t quite enough.

And sometimes, rather than spending another 10 minutes trying to explain a problem, it might be easier to simply ask: “Can you show me?”

For more insights into the most widely used contact centre channels and how this mix is changing, download our latest Call Centre Helper research on What Contact Centres Are Doing Right Now – 2026 Edition

Author
Xander Freeman

Xander Freeman, Director, Call Centre Helper

Xander is a regular host and moderator of webinars, interviews, and live panels on a wide range of topics in the customer contact space – sharing insights on CX innovation, AI, workforce management, and more.

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