The New Face Of Customer Service
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MIAMI (CBSMiami) – With long lines and little to no results on an automated voice call, there is a new face emerging when it comes to customer service.
Video chat customer service is what sold Ariel Rubinstein on ordering his glasses online.
He selected frames from the eye wear store's website. When they arrived, he logged on to video chat with the shop's optometrist who could see Rubinstein wearing his new glasses.
"It was definitely cool and a big feature. If I had any concerns, that was very comforting to me," said Rubinstein.
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Mason Eyewear, which sells prescription glasses online, said its new high tech video chat feature, which lets them see "eye to eye" with customers, is quite popular.
"Being able to explain or demonstrate certain features or frame design or shapes or things like that definitely gives us a much greater opportunity," said Miami optometrist Dr. Matthew Chrycy.
According to the Loyalty Marketer's Association, video chat customer service is growing across the country.
"They're valuing the customer so they're realizing spending a little more to make customers happy is less expensive than acquiring a new customer," said Mark Johnson of Loyalty Marketer's Association.
American Express recently launched a video chat pilot program.
A real person is right on the tablet, waiting to help. Amex said it's gotten tremendous, positive feedback.
"We've had customers who have taken the iPad and introduced our customer care professional to their family members. We want to be able to provide service in a way customers are living and they're living digitally," said Johnson.
"Hertz" is also providing digital services. Customers can walk into any car rental location in the United States, pick up a phone on one of these terminals, and they can video chat with a real rep.
"The face to face interaction benefits the customer by creating a personalized experience and minimizing the wait time," said Johnson.
But video chat may not be for everyone.
"There's some concerns of it being kind of creepy and privacy issues," said Johnson.
If video chat seems creepy, experts tell customers to ask the company for options where you can see the customer service rep, but the rep can't see you.
For those who have concerns about your privacy and security, they can ask the company how it safeguards any information they share during the video chat.
Experts said customers may also want to ask the company if their video chat session is being recorded, and if so, ask how the recording will be used?
Rubinstein said he has no privacy concerns and is psyched about the high tech help.
"I never have to leave home to get a new pair of glasses or try on a new pair of glasses, I can do it all from my computer," said Rubinstein.
Experts said if your video chat is with a health care or financial services provider, companies are required under federal law to keep customer information secure and private.
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