At the End of the Day, What Do We Look for in Customer Relationships?

Above all, customers want companies to respond to their needs simply and quickly, rather than trying to surprise them with extraordinary experiences.

Simplicity, speed, and personalization are 3 fundamental needs in customer relationships. We will see that existing contact channels do not satisfy all of these criteria. Except one.

Simplicity and Speed

Customer loyalty depends on how well companies minimize perceived effort and optimize the customer experience.

Some figures (Longitude / Financial Times study):

• 41% would leave a company unable to respond at first contact
• 59% abandon transactions that take too long
• 63% do not care which channel is used, as long as it is fast and simple

Personalization

Calling a general customer service line is seen as a hassle: 37% of French consumers are frustrated at the thought of having to contact customer service.

Yet when there is an urgent problem, we want to speak to another human being. That is the added value of the phone channel: authenticity, respect, and transparency.

…and the Video Call

The phone remains a purely voice based channel, far behind what video can deliver in terms of:

• Simply and quickly showing a situation (77% of consumers want this)
• Having an emotionally authentic exchange

Using video in contact centers delivers significant benefits for FCR, NPS, and expert dispatch costs.

Summary

The video call is by far the most complete solution: it combines simplicity, speed, personalization, and genuine consideration.

That is why Vizalia exists: to unite the human and the digital by combining the benefits of video with the simplicity of a phone call.