Visual engagement uses technologies such as cobrowse features, one-way agent video, and screen share to take the next step in online customer interactions. Adding visual tools to your voice or chat conversation brings personalization and understanding to the conversation.
According to a recent Forrester Research report (Visual Engagement Drives Relationships and Revenue for Customer Service, May 5, 2017):
Visual engagement solutions allow users to “cut through the conversation clutter, to be better understood, and to connect emotionally.”
Visual engagement solutions provide a variety of benefits, including:
- Lowering customer and agent effort
- De-escalating customer service calls
- Improving first call resolution
- Reducing call-backs by empowering customers to learn how to handle tasks
- Raising metrics like Net Promoter Score and Customer Effort Score
Want to learn more about how visual engagement can enhance your customer interactions? Please fill out the form below to request a demo.