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It is vital for your business to evaluate the ROI of video chat.
You can make rough predictions based on numbers that you already know and set objectives for your business.
NO if you are just looking for a cheap and quick way to deal with customers issues. If you don’t need to spend too much time with customers (some businesses don’t connect with customers that much) consider investing in an automated system or use a simple email address.
Video chat is a new channel for customer service and ecommerce so clients are not used yet to see sale consultant on video.
YES if you deal with complex technical issues that would take way less time to solve with video.
Ask your customer service agents if they ever thought « damn that would be so much simple if I could see the product! If most of them did you might want to consider video chat.
This category covers financial products like bank accounts, loans, all kind of long subscription programs, and products that are meant to be kept for a long time (cars, computers, houses…).
In that case your customers will need to make sure they are making the right decision, but also make sure they can count on you if they have a problem.
A face-to-face meeting on video chat can save yourself and your customers the trouble of an in-person meeting.
YES if you sell services involving personal interaction.
To put it another way, the more expensive your products (or average order) and the more difficult the buying process, the more you will benefit from video chat.
If you are selling 0 000 cars, you will have no problem spending time video chatting with clients as 1 transaction will bring more than enough money to cover the costs.
However if your products costs less than 0 it doesn’t mean they will be considered cheap.