It is a fact that we are moving from personalized relationships to impersonal ones. Technology has allowed us to interact with more people in a more impersonal manner. E-mails, SMS, chat allows us to communicate with anybody and any company anytime and anywhere. This is not only true in business environments but also in our personal life, younger generations communicate through instant messages platforms or social media, and we see more and more people connected to their smart phones distant from the real things happening around them.
But, if we analyze closely these trends, we can see that voice has remained being the main communication channel, at least by most generations. Why? In my opinion, even though you might feel lazy on making a phone call to speak to someone about a problem, deep down you know it is the fastest way to solve something or get an immediate answer (provided that the agents picking the phone are properly trained). For other “issues” you can send an e-mail or chat via web, but they usually not require an immediate action. Also, these impersonal relationship don´t allow us to trust entirely the company, to sometimes delay decisions and to end up calling the call center to finally purchase the product or service, and depending on the “feeling” the customer might or might not finalize the purchase.
What is your opinion is video chat in the call center here to stay? Does this trend respond to customer preferences or to Company´s interests?