Video chat to a customer service professional


#1

Would you ever offer video chat facility to a member of staff which might be an idea for those that want to interact with a person.


#2

I like the idea; although I can’t see many plusses over phoning which is already available?

Personally I’d always choose to call, I’m just not used to video chat and I think I’d even be a little shy. :worried:


#3

On each occasion I’ve needed to speak with CS, it’s been a most +ve experience - speedy response and clear communications. Wouldn’t use it, I think.


#4

An interesting question. Maybe that’s something that can be offered for customers who prefer face-to-face and why not use technology to do this.

BT was pushing video communications when I worked there over 20 years ago. The tech is much better now.

Perhaps a millennial preference though? I don’t want video communication personally.


#5

I prefer live text chat rather than live video chat. I’ve never used the video chat option on my Kindle or the few other companies that offer it.

I don’t have to worry about what I look like to contact customer services that way.


#6

But the idea is to ensure that all needs are catered for.

I know my grandparents would prefer to talk to a real life person than having to try and explain by text what they want to do!


#7

They wouldn’t prefer a conventional phone call?


#8

Thanks for the suggestion @Zack_Carter - I will put it on the list for the team to review :slight_smile:


#9

Also could benefit Business customers who wants to speak to their relationship manager! Lloyd’s tsb offers this service!


#10

Not my cup of tea don’t like idea of video chat. Happy with voice call or live chat. I think we have voice calls is good.


#11

It’s not something I would want to do, but for some it might.