Brief: Now You See Me - Video Chat Improves the Customer Experience


Forrester's September 2016 brief explores how to deploy video chat strategically across the customer journey and the measurable results video chat can deliver. It looks specifically at using video online, in-store and on mobile.

Video-based customer interactions provide the benefits of:  

✓ Increasing Customer Satisfaction 
  • Reducing customer effort
  • Creating a more intimate and engaging experience
✓ Increasing Revenue
  • Improving conversion rates
  • Increasing order values
✓ Decreasing Operational Costs
  • Speeding resolution times

videodesk is cited among "web chat vendors," a category that was noted for having the "most complete customer service solutions" and for platforms that manage customer data and history to help deliver proactive, personalized and targeted customer interactions."