{"id":28573,"date":"2020-06-05T17:53:24","date_gmt":"2020-06-06T00:53:24","guid":{"rendered":"https:\/\/birdeye.com\/blog\/?p=28573"},"modified":"2026-07-23T09:19:07","modified_gmt":"2026-07-23T16:19:07","slug":"how-to-use-video-call-for-customer-service","status":"publish","type":"post","link":"https:\/\/birdeye.com\/blog\/how-to-use-video-call-for-customer-service\/","title":{"rendered":"How to use video chat for customer service in 2024"},"content":{"rendered":"\n

Video chat for customer service allows brands to connect with customers face-to-face through digital channels, helping resolve issues faster while delivering a more personalized and interactive support experience.<\/p>\n\n\n\n

Summary<\/strong><\/p>\n\n\n\n

Video chat gives brands a more personal way to support customers, especially when an issue is easier to explain face to face. It helps teams continue conversations across channels, reduce friction in the support journey, and create a more seamless customer experience. Birdeye supports this approach with Messaging AI Agents that work across web, social, email, and text, a unified inbox for organizing conversations by customer and channel, contact management tools for more personalized communication, and reporting that tracks active conversations and response times.<\/pre>\n\n\n\n
In this blog, you\u2019ll learn why video chat is valuable for customer service, how different industries use it, and how Birdeye helps multi-location brands deliver connected customer communication at scale.<\/p>\n\n\n
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\"Video<\/figure>\n<\/div>\n\n\n
Why is video chat great for customer service? <\/h2>\n\n\n\n
Having an open line of communication between businesses and their customers is a key component of delivering a fantastic customer experience. Video chat<\/a> equips businesses with one more tool to help them achieve clear customer communications<\/a>. Here are some more benefits of video calls for customer service. <\/gwmw><\/p>\n\n\n\n
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Convert web visitors into leads<\/h3>\n
Want to see the impact of Birdeye on your business? Watch the Free Demo Now.<\/p>\n<\/div>\n
See Pricing<\/a> FREE DEMO<\/a><\/div>\n<\/div>\n\n\n\n
Omnichannel communication<\/h3>\n\n\n\n
Consumers have a growing need for businesses to deliver an omnichannel customer experience. Omnichannel customer service gives customers all of their brand interactions<\/a> in one place. <\/gwmw><\/p>\n\n\n\n
For example, if a customer is having an issue, they could start to solve it by seeking help through a livechat<\/a>. If they cannot resolve the problem through livechat, then they could get on a call with a customer service representative with the click of a button. If the call isn\u2019t able to solve the issue, they could switch to a video chat. Records of all chats, voice, and video calls would be kept in one conversation history between the customer and the representative. <\/gwmw><\/p>\n\n\n\n
When your business has omnichannel communications<\/a>, you increase efficiency for your employees and the customer. When a business has the option of a video call for customer service, it reduces the customer drop-off rate by up to 70%<\/a>. Fewer customers give up partway through the customer service cycle, helping them get the answers they need. Video calls for customer service help your business deliver omnichannel support to help your business run more efficiently. <\/p>\n\n\n\n
Solve problems quickly, face to face<\/h3>\n\n\n\n
Sometimes the best way to solve an issue is by seeing someone face to face. This helps for a few reasons. First, it is easier to understand a customer’s intent when you can hear the person\u2019s voice and read their body language. A customer\u2019s message over text<\/a> can mistakenly be interpreted with a negative tone. Being able to look a customer in the eyes and read their facial expressions helps significantly in understanding their meaning. <\/p>\n\n\n\n
Customers have an easier time explaining their concerns when they have the ability to use hand gestures or visually demonstrate what they are speaking of. Video chat helps both parties understand each other better to reach solutions quickly and efficiently. <\/p>\n\n\n\n
Answer customer\u2019s main concern<\/h3>\n\n\n\n
Video chat eases customers\u2019 main concern: not being able to speak to a live person. Many customers become frustrated when they can\u2019t reach a live person to handle their customer service needs. Sometimes customers will call a phone number and need to wait on hold for a long time before they are connected to a real person. <\/p>\n\n\n\n
Other times, people have experienced high employee turnover. They keep being passed along to different departments over the same issue.  Video chat is an easy way to assure the customer that they are being listened to by a human being. Speaking to customers face to face assures them that your business wants them to have the best customer service experience. <\/p>\n\n\n\n
Create interactive, personalized experiences<\/h3>\n\n\n\n
Consumers are seeking personalized experiences with businesses more than ever, and nothing feels more personal than speaking face to face. In a video call, the customer service representative is able to easily learn the customer\u2019s name, answer any questions, and go forward with a conversation. <\/p>\n\n\n\n
It is easier to understand the individual customer when you can see their face and emulate a real-life experience. Video chat helps customer service representatives create an interactive, personalized experience, making customers feel important and valued. <\/p>\n\n\n\n
How do different industries use video chat?<\/h2>\n\n\n\n
Here are some examples of how video chat can be used successfully by various industries to provide excellent customer service. <\/p>\n\n\n\n
Automotive<\/h3>\n\n\n\n
The untrained eye cannot always tell when car troubles are an easy fix, or a professional multi-day job. In these situations, auto repair shops could set up video chat appointments to help their customers identify the issue. They could see if the issue could be solved by the customer, or if the car needs to be brought into the shop for repairs. This saves the customer time, boosting customer satisfaction. It also helps auto repair technicians to focus on cars that need more detailed work done. <\/p>\n\n\n\n
Healthcare<\/h3>\n\n\n\n
Many doctors are not actively seeing patients during COVID-19. Dermatologists, psychologists, and even some primary care doctors are switching to virtual appointments through video chat. There are issues that do not always require an in-person meeting with a doctor, like allergies or headaches. Instead doctors can speak with their patients virtually about symptoms and prescribe them the medication they need. The convenience of these appointments will likely make video calls a more popular choice in the future as well. <\/p>\n\n\n\n
Home services<\/h3>\n\n\n\n
When customers need their roof repaired, their HVAC ventilation system cleaned out, or a window replaced, nothing can substitute an in-person appointment.  However, video chat can be used to show the technician what exactly needs repair. This way, the technician has a better idea of what tools and parts are needed. They can also assess how long the job will take, and even give the customer a price estimate. <\/p>\n\n\n\n