Video calling is here to stay—here’s what it means for businesses

Even in a digital-first world, customers still want human-centric experiences

The trend towards video calls started long before the pandemic, but it’s not an exaggeration to say that the past couple of years have cemented the role of video in our everyday lives. Whether we use it for work or leisure, video calling has become synonymous with fast, efficient, and face-to-face remote communications.

For businesses, video calls present immense possibilities for:

More personalized engagement, even in remote settings
Improved customer acquisition, trust-building, and retention
Increased first-call-resolution rates for higher customer satisfaction
Quick, high-quality connections that are private and secure
Upgraded service efficiency and reduced costs
Better customer and employee experiences

What’s stopping more businesses from embracing video?

Despite the highly promising potential of live video chat to transform customer experiences, businesses may be hesitant to take the leap because of concerns regarding:

Human resources

“Will I need to hire more agents to answer and manage video calls? Do I need technical skills to use and manage the video calling platform or software?"

Technical compatibility

“How difficult will it be to familiarize myself with the video calling platform? Will it run on my existing apps or will I need to reprogram everything?"

Complexity and costs

“Do I have to get my customers to download a separate app for us to conduct video calls? How expensive or complex will it be to install and maintain?”

Security, privacy, and compliance

“Can this platform be trusted to protect my customers’ data? How secure is the video calling function to prevent leaks or misuse?”