Differentiating Video for More Targeted Customer Engagement

It’s time for everyone in your call center to put that comb through their hair one more time, tighten ties and fix smiles: Lights, Camera, Action! Video is becoming a big part of the call center experience. According to a recent study by Forrester Research, the forecasted CAGR for overall online video ad spending will be 18.83 percent from 2013 to 2018. This ad spending is quickly carving a place for itself in the service sector.

Many of the benefits of video are clear to call center managers: customers will be able to view – and in certain cases, interact – with the video. Agents, in return, will be able to send out the proper information and allow consumers to gain more insight and knowledge than they’d be able to establish through simple text or verbal interaction.

Among the types of video that are available for your call center are static linear video, dynamic linear video and interactive video. Let’s take a look at the benefits of each option:

Static linear video

Video in this format plays from beginning to end. You get your message across, but there is no opportunity for users to interact with the medium.

Dynamic linear video

While users are still unable to interact with the video, the dynamic linear approach works with consumers’ data (such as social media profile information), as well as their location, allowing users to interact directly with the material being played.

Interactive video (IV)

Interactive video associates with such things as hotspots, as well as triggers innovative aspects like timeline elements, to offer customers the most interactive and pertinent information possible.

With so many fresh ideas, it’s exciting to think about what will come next for the call center solutions – especially video – experience. 

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