As markets become more saturated, customers demand convenience, simplicity, and personalized experiences with brands. And video is fast becoming the tool of choice.
Industries like healthcare and retail have quickly adapted by connecting virtually with users, but other industries fail to apply video’s transformational potential.
To take advantage, organizations should choose a partner with plenty of resources to provide cutting-edge technology to their CX stack.
“Engaging in an interaction via video has become a natural process for the majority of us, but we’re seeing a shift in its use towards a vertical-specific application – leveraging those new opportunities should be a top priority for all enterprises,” says Jaimin Pancholi, Product Management Director at leading global video communications vendor BlueJeans by Verizon, whose smart Software Development Kits (SDKs) and Application Programming Interfaces (APIs) are making it all happen.
“Whether for a start-up or a big business, we’re the video engine that enables application developers to embed their own unique videoconferencing functionality into their web and mobile digitization initiatives.
“There’s no complex coding required, nor a huge amount of engineering bandwidth needed. We say to our users: you focus on your business logic, we’ll take care of the video. We’ll arm you with the right set of SDKs and the right set of APIs and, with our help and support, you can create something very special.
“With the kind of busy lives that we all lead today, it is sometimes impossible for us visit a physical store. In the retail use case, our customer’s data showed that video-assisted interactions were four times more likely to end in a sale compared with voice calls into their call center. It is fundamentally more engaging for customers to see the agents they are speaking to. A psychological personal connection is established in a way which doesn’t happen on a voice call. There’s a higher level of interest in what’s being said and of course, via video, it’s possible for agents to show a customer a product and demonstrate what it does and how it works.”
The BlueJeans solution has already helped a major US retailer add $1m of annual revenue across its 1,500 bricks-and-mortar stores by giving customers the ability to shop by video. And it has also transformed the offering of a major US healthcare provider via the video-enabled delivery of remote patient monitoring.
Other vertical-specific use cases include frontline service engineers collaborating in customers’ homes via video with expert head office colleagues to resolve technical or mechanical issues.
“In the service sector, an engineer or agent who’s right there in the customer’s house might need some extra help and so they jump on a video call with their head office support team and are able to show them what he or she is seeing. As a result, the customer’s issue is resolved much faster. In many cases, customers will be able to resolve issues via video without the need for an engineer to even visit their house. In that scenario, the service provider’s potential efficiencies are huge.
“In-application video conferencing ability is critical to significantly improve business- and customer-centric APIs. The ability to embed secure videoconferencing capability in a website and mobile application is critical.
“We say: ‘Great – we can help you make all of that happen with BlueJeans developer platform APIs and SDKs.”
To learn more about how organisations around the globe are leveraging the power of BlueJeans, please click here.
