- On 14 April 2017 /
- By Jacek Salek /
- In yameo
There is no doubt that the use of digital chat and real-time video applications like WhatsApp, FaceTime and Skype have become quite normal. While the use of digital chat applications in B2C and B2B segments is more established, the use of real-time video conversation systems is only just breaking the surface.
There are many reasons for that. Firstly, business processes must be adopted to use the new way of communication. Secondly, it must be safe and compliant. A further point is that this communication channel should be easily integrated into existing architecture and should fit into a company workflow. Then there is the issue of branding or the ‘look and feel’, and UX is quite important! At yameo we have seen that all these relevant points can be solved with the right chosen platform and expertise.
The big question is how long can companies wait with making the strategic decision of implementing real-time video conversation?
“Research shows that Generation Y prefers to avoid talking on the phone, thus making video, the millennials’ favourite communication method. Statistics from the U.S. Bureau of Labor predict that by 2015, millennials will overtake the majority of the workforce; by 2030 this hyper-connected, tech-savvy generation will comprise 75% of the workforce. Millennials’ growing spending power will continue to fuel the video chat trend…”
We are now in 2017 and we can clearly see where the trend is going. Real-time video conversation systems are ever more present in banking, health, manufacturing and governmental organizations. We are also getting real data on savings and increasing the customer satisfaction, loyalty and turnover.
I am sure that the next 2-5 years will show a great growth of the real-time video conversation as a communication channel for B2C and B2B segments. Why? Because real-time video communication is more powerful for building trust, explaining difficult topics and presenting complex situations than any other communication channel that isn’t face-to-face. It can deliver clarity and details that all other digital channels cannot. It delivers a human experience and emotion in our evermore digitalized world, while decreasing the overall costs and increasing customer experience.