Customer Experience

Face-to-Face Support: Leveraging Video Chat for Better Customer Service

May 10, 2023
9:12 am
Two people shaking hands small

Customer service is an integral part of any business, and video chat can be a great way to provide customers with real-time support.

Video chat offers multiple advantages over traditional customer service methods, including the ability to create more personalized interactions. Video chat customer service empowers your team to build relationships encouraging repeat sales and positive word-of-mouth.

However, businesses must implement video chat support in the right way. We’ll be discussing exactly how to do that in this article.

Benefits of Video Chat

Incorporating video chat into your customer service strategy benefits your customers and workflow. These benefits include:

Increased customer engagement

Videos grab attention. In our opinion, it’s the most intimate medium other than in-person interaction. Customers can engage with live agents in real time, making their support experience more personal and compelling while allowing the agent to pick up on the body language and tone of the customer.

Fast resolution

Live chat for customer service reduces the need for back-and-forth emails or texts, saving customers time and frustration. Agents can resolve issues faster and better manage customer inquiries.

Improved customer satisfaction and loyalty

Many negative customer service experiences revolve around the lack of real human interaction. Customers often feel slighted or unheard when discussing their concerns with an automated system. With video chat, customers can have meaningful conversations with agents and feel they are getting taken seriously, increasing satisfaction and boosting brand loyalty. 

Better communication

Communication encompasses more than words. We communicate with our tone of voice, body language, facial expressions, etc. Video chat customer service makes it easier for agents to read customers’ emotions and better understand their needs, allowing them to provide more accurate support.

Omnichannel support

Customers appreciate the ability to choose the level of support desired. Video chat is a handy way to provide customer service, but alternatives should exist. Integrate video chat into your current plan so it exists alongside text, email, phone calls, etc. Ultimately, you want your customer to feel they have some control over how they prefer to get managed. 

How to Implement Video Chat Support

Now that you know the benefits of video chat customer service, it's time to start building. Here are some practical steps to take when implementing video chat support:

1. Select the right platform

The success of your video chat customer service depends heavily on the platform you choose. Consider what features are most important to you and how much control you need over customization, security settings, and pricing structure.

2. Train your agents

Agents should be familiar with your company's ethos and operations. If the agent has to look up the answer every time they respond to a customer query, the extra time will eliminate some of the benefits of using video chat.

3. Provide customers with clear instructions

Let customers know that video chat support is available. Provide easy-to-follow instructions on accessing and using the service, such as step-by-step visuals.

4. Ensure professionalism

Ensure your agents know the importance of following proper video etiquette and using appropriate language. Unprofessional behavior is distracting, could damage relationships with current customers, and cause potential customers to reconsider whether to continue using your company. Remember, you never get a second chance to make a first impression. 

5. Prioritize security

Every video chat interaction needs to be secure and private. These extra efforts include encrypting the data, requiring authentication for access, or using two-factor authentication. Your platform provider should be able to provide you with the security measures necessary for protecting your customers’ data.

6. Maintain Branding and Messaging

Customers are more likely to remember their experience if they feel they've had a personal interaction. Ensure the video chat support reflects your company's overall branding, including colors, fonts, and messaging.


With the proper implementation and training, video chat customer service can be an invaluable asset for your business. That's why Acquire offers a comprehensive video support solution that's secure, customizable, and easy to use. With our customer service platform, companies can provide an exceptional customer service experience while increasing customer satisfaction and loyalty.

Book a free demo today and see how Acquire can help you implement video chat support for your business.