How Video Helps Provide Exceptional Customer Experience

Video concept illustration with video player

Customers expect fast responses across channels—not to mention fast resolutions. Because of these expectations, companies that have invested heavily in their omnichannel support are reaping the benefits.

As mentioned by Adobe in 2022, companies with strong omnichannel customer engagement see a 9.5% year-over-year increase in revenue.

One digital channel that has gained significant traction is the utilization of video to facilitate effective communication between a consumer and a customer service agent.

In this blog post, Natalie Mackay at 8×8 delves into the benefits of incorporating video into customer service strategies and explore how it can revolutionize the way businesses interact with their customers.

Personalization and Human Connection

Video communication enables businesses and customers to have a more personalized and humanized experience. Even simply hearing a friendly voice can foster trust and strengthen connections.

Customer service agents can also provide empathy for a customer who might be frustrated with their current situation, such as needing to report a car accident to their insurance provider.

Customer service agents can utilize video calls to provide real-time, tailored solutions and offer empathy and warmth, especially if the customer’s situation is particularly frustrating or difficult.

Clarity and Visual Demonstration

Complex product issues often require visual aids for effective explanation. Whether a customer is attempting to install a new window at their home or they want to tell their property manager about potential damage, video can provide a clearer and faster way to find a resolution.

Video communication enables customer service agents to convey information with clarity through screen sharing, live demonstrations, or instructional videos.

Whether troubleshooting technical issues or offering product tutorials, visual demonstrations streamline comprehension and minimize misunderstandings, resulting in quicker resolutions and heightened customer satisfaction.

Enhanced Engagement and Interactivity

Traditional communication channels such as phone calls or emails may lack the interactive elements that video offers.

By integrating video into customer service interactions, businesses can engage clients in more dynamic ways, fostering active participation and collaboration.

Quick video sessions facilitate two-way communication, enabling clients to ask questions, provide feedback, and actively participate in problem-solving processes.

Accessibility and Convenience

In an increasingly globalized marketplace, catering to diverse clients with varying schedules and time zones can be challenging.

Video communication transcends geographical barriers, providing a convenient and accessible channel for exceptional customer service interactions.

Whether clients prefer synchronous or asynchronous communication, video calls, recorded messages, or live chat features accommodate diverse preferences, ensuring seamless accessibility and fostering inclusivity.


As consumer expectations continue to rise, embracing innovative communication channels is imperative for staying competitive and responsive to client needs.

Video communication offers a multifaceted approach to customer service, combining personalization, clarity, interactivity, and accessibility to enhance overall client satisfaction and loyalty.

By integrating video into their customer service strategies, business leaders can cultivate stronger relationships, streamline problem-solving processes, and elevate the overall customer experience.

This blog post has been re-published by kind permission of 8x8 – View the Original Article

For more information about 8x8 - visit the 8x8 Website

About 8x8

8x8 8x8 is transforming the future of business communications as a leading Software-as-a-Service provider of voice, video, chat, contact centre, and enterprise-class API solutions, powered by one global cloud communications platform.

Find out more about 8x8

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: 8x8

Published On: 23rd Apr 2024
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