Future of Customer Service – Video Communication

Experts say within the next five years, two-way video communications will be the new cutting edge way of doing business. The banking industry already has started to deploy “virtual tellers” at branch offices while the retail industry is apparently gearing up to introduce “virtual store clerks.”

What is the Basic Problem of Customer Service?

This “kiosk-based” form of video communications at bank and retail locations is the introduction to the much larger rollout of fixed-line and mobile two-way video communications, which will ultimately bring this new form of communication into the privacy of our homes. Obviously, there are still hurdles to overcome before video communications becomes commonplace. For one thing, there’s still the basic problem of not enough bandwidth on our last-mile networks.

Is Your Customer having the communication Devices?

 The simple fact that most consumers do not have video phones or even video cameras and microphones onnected to their PCs at home. Perhaps more importantly, there is still a question of how many people really want two-way video communications whether actually seeing the person you are speaking with offers enough value to the consumer to make the cost of rolling out IP video communications worth it.

Wireless Service Providers and Video Phones -

However, with the major wireless service providers of the world working in concert with the handset makers and aggressively rolling out video capabilities on their next generation networks, we are no doubt getting closer to the day when two-way video communications will become a reality. As advanced new mobile devices (i.e., videophones) come onto the market, and consumer demand for them increases, it only makes sense that the call center industry will follow suit.

It’s Easy to Provides the Best Customer Services - 

To provide the best customer services in future using IP video for a wide range to support operations is a good idea. People can access from their homes. Let’s take an example, one day an agent in a tech support center will be able to “show” a consumer who just bought a new computer how to load some new software, or perhaps troubleshoot a set-up problem, right on the consumer’s computer screen. The ability to “show” a consumer how to do something, in real rime, rather than “tell” them over the phone will no doubt have powerful applications in the future.