The Best Tools To Video Chat With Customers

Video chats are the future of customer service! Here are the best tools — from cobrowsing to conferencing — to get started.
Published on: Oct 27, 2022
Last updated: Feb 29, 2024

TL: DR

  • Customers would rather talk to customer service over video chat than any other customer service channel.
  • Video chat customer service is becoming more and more popular, as it offers a number of advantages over traditional customer service channels like phone or e-mail.
  • There are a number of video chat solutions available, each with its own set of features and pricing. However, it's clear that Fullview's cobrowsing feature is the best solution for customer video chat customer service.

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Research suggests that most customers would rather talk with a person than a chatbot, even if that means waiting a little longer. While phone calls are a great way to provide this personalized customer service, they aren't always available or convenient for customers. This is where video-based customer service comes in! 

Video has a ton of benefits over audio-only customer service phone calls. It's more personal, you can see customers' reactions, and it can be more efficient than endless e-mail threads or chat messages. If you want to integrate video chat with your customers, you'll need the proper tools. Here are a few of the best video customer service software to get you started.

Fullview — the best cobrowsing call software for customer support teams

If you're looking for the ultimate end-to-end solution for support and product teams, using Fullview's cobrowsing software is the best option on the market. Unlike regular video calls, cobrowsing makes it easy to solve customer issues without making your customers leave your app or have to download additional video software, like Zoom. This can dramatically increase response rates.

So, what exactly is co browsing?

Cobrowsing is a term used to describe the act of two or more people browsing a website or web app together in real time.

Cobrowsing can be useful for a number of reasons, including online collaboration, customer support, and training.

The key feature of cobrowsing is that all participants are able to see and interact with the same web page or app at the same time. This allows for a much more interactive browsing experience than would be possible if each person was browsing independently.

There are a number of advantages that Fullview's cobrowsing solution offers over other video chat solutions on the market. Some of these include:

  • Agents are able to take control of the user's browser window and interact with it, which is more collaborative than static screen sharing.
  • Agents and customers can navigate together, fill out forms, draw on screen with annotation tools and more to solve problems faster.
  • Fullview has optional video, audio and text chat during cobrowse calls so you can tailor communication for every user.
  • Fullview automatically blurs out sensitive data and gives you additional privacy controls
  • Fullview is 100% GDPR compliant
  • Unlike traditional remote access, agents will only have screen control within a particular web app or browser tab, rather than a user's entire system. This makes cobrowsing safer than remote access.
  • Fullview features in-call console information so you can quickly look under the hood and see user steps, network and device info, console errors and more.

All of these features mean that Fullview is a much better option to traditional video conferencing in customer support, sales and customer success contexts.

Zoom — Best free video conferencing software

Zoom is a video conferencing app that lets you host or join calls with up to 100 people. This video based customer service app is free to download and use, and it's available on all major platforms, including iOS, Android, Windows, and Mac.

Zoom is well-known and easy to use, which makes it a good choice for businesses. The app has a number of features, including the ability to video record, host multiple people in the same call, and group chat.

However, Zoom only offers static screen sharing, which means you can't share your screen with other participants in real time. Additionally, there is no cobrowsing feature, so agents can't quickly solve customer issues.

Finally, your users will have to download the Zoom app if they don't already have it installed, which may not be ideal for businesses that want to keep users within their own app. This makes it challenging to solve customer issues right then and there.

Google Meet — Most accessible video conferencing software

Google Meet is a video call app that is available on both desktop and mobile. You can use Meet to chat with friends or family or to video call them. You can also use Hangouts to join online meetings or events.

One of the advantages of using Google Meet is that it is easy to schedule meetings. All you need is a Gmail account, and you can easily invite people to join a meeting. Another advantage of using Meet is that it has good integrations with other apps, such as Miro.

However, one downside of Google Meet is that it only offers static screen sharing, and there is no cobrowsing feature. This means that if you need to share your screen with someone in order to show them how to do something, they will need to leave your app and go to Meet in order to see your screen.

Your users will have to leave your app and go elsewhere to take the call, unlike a solution like Fullview, where all calls happen in-app.

Overall, Google Meet is a good option for messaging and video calling, but it has some limitations compared to other apps.

Skype — OG video conferencing software

Skype is one of the most well-known video call apps, and it offers a number of features for businesses, including customer service. Skype offers both audio and video calls, as well as screen sharing. You can also use Skype to share your screen with other participants in real time, which is helpful for customer service. 

However, one downside of Skype is that it doesn't offer a cobrowsing feature. This means that you can't actively work with your customer in order to help them solve a problem.

Additionally, your customer will need to have Skype installed on their computer in order to join the call, which may not be ideal as they will have to download another app.

Overall, Skype is a good option for businesses that want to use video conferencing for customer service. However, the lack of cobrowsing means that you won't be able to actively help your customer solve their problem.

Dialpad Meetings - fastest corporate video conferencing software

Dialpad meetings is a video conferencing app that offers a number of features for businesses, including customer service. One of the advantages of using Dialpad Meetings is that it is the fastest corporate video conferencing app available. This means that you can video chat with customers quickly and efficiently. 

However, the free plan only allows ten participants to join the call, and your call is limited to 45 minutes in the free version. Additionally, there is no cobrowsing feature, so you won't be able to collaborate with your customer in order to help them solve their problem. 

Conclusion

There are a number of video conferencing apps that businesses can use for customer service. While each app has its own advantages and disadvantages, the best option for teams who want to provide exceptional video chat for customer service is Fullview. This is because Fullview offers cobrowsing, which means that you can actively help your customer solve their problem. Additionally, all calls happen in-app, so your customer won't need to leave your app to join the call.

Author

Shifa Rahaman

Content Marketing Manager

Contributor

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