Business video chat has become the norm. Not so, you say? Well consider this. According to a recent survey conducted by Tagove, a provider of live chat software, live chat has the highest satisfaction levels for any customer service channel, with 73%, compared with 61% for email and 44% for phone. And think about who you are selling to. If you are selling to Generation Z, you might want to perk up and take notice. According to Applied Systems and InVEST, people in this new generation actually prefer a face-to-face meeting when making a purchase. That can be in-store or over a live video chat session. So now what do you think?
But if you’ve ever tried video chat, there is one issue that can crop up– darkness. That’s right, darkness. Ever try to video chat from the back seat of a taxi or Uber? Ever been on a train or waiting for the airplane to pull back from the gate while video chatting with a customer? Well if so, you know that it is too dark; your customer can’t see you in the video chat because there isn’t enough light.
In my business, I use Skype for Business (formerly called Lync), for video chat. And to overcome the problem of darkness in certain settings, I blissfully found a Skype light while watching the CBS Emmy Award winning show, Innovation Nation. Now, I’m able to carry on a Skype video chat while sitting in dim light, and my customer can still see me.
So when will we small businesses see the video chat industry consolidate onto one platform? Unfortunately, having a single platform with which everyone can communicate may be far away. Even though Steve Jobs made a move for just such a standardization, we may have a lot longer to wait.