Easily expand your omnichannel strategy with video

How businesses are reaping the benefits of live video chat

Personalize customer engagement

Today’s consumers expect 360-degree digital experiences. Including video in your omnichannel mix can be critical to staying competitive in any industry, whether it’s retail and ecommerce, or financial services and healthcare. The more complex an issue is, the more likely it is that a customer would prefer engaging face-to-face with a real person, rather than risk miscommunication over text or with a chatbot.

Conduct KYC and user verification

Identity theft is one of the most prevalent forms of fraud in the world. Especially for high-risk and heavily regulated businesses in financial services, insurance, and healthcare, live video for user verification and Know Your Customer (KYC) processes can be extremely invaluable in defending against unauthorized or illegal activity. It also extends your business capabilities by allowing customers to be serviced while they’re on-the-go, from anywhere in the world.

Provide remote troubleshooting

Imagine a customer calls your support team because they can’t get their new product to work. Now imagine how much less frustrating that call would be if both customer and agent could show each other the problem and solution, rather than only rely on text or voice to describe the issue. Whether it’s a plumbing problem that needs fixing or a new oven that won’t work, live video chat can be a game-changer for remote troubleshooting.

Scaling engagement for a not-for-profit water company which serves over 3 million people in the UK

Supplying one of the world’s most diverse geographical regions, Welsh Water faced the challenges of too many unnecessary on-site visits and costly resource management. Implementing 8x8 Video Interaction helped them to optimize engineers' time, speed up complaint resolution, and maximize customer satisfaction.

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Simplify and streamline insurance claims

It is common practice for insurance companies to send claim agents down on-site to verify and assess damages. It’s a time-consuming and resource-intensive process, resulting in slower turnaround times, higher costs, and poor efficiency. With live video, claim assessments can be expedited and streamlined, reducing the need for physical assets in the field while improving customer satisfaction.

Significantly reduced time per customer claims for a leading insurer in Singapore

For MSIG Insurance, it used to take two to four days for a surveyor to travel on-site to assess vehicle damages for accident claims. They were able to optimize that process and significantly cut assessment time down to mere minutes, thanks to remote, high-definition, real-time video and image captures enabled by 8x8 Video Interaction.

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