The Battle between Video vs Voice Calls for Customer Support
By Kai Ling Gan
Introduction
In customer service, swift and effective communication is crucial when finding the right solution to customer problems. Whether via voice calls or video calls, each customer service channel offers distinct benefits and limitations.
Let’s dive into how voice and video calls can address various customer service needs for business—and where they fall short in facilitating effective communication with your customers.
Benefits of using Voice Calls in Customer Service
Voice calls continue to be a fundamental pillar of customer service, delivering efficiency and simplicity for both agents and customers.
For straightforward queries, voice calls enable fast and effective problem-solving. Agents can quickly address issues and offer instructions without the need for visual setups, saving valuable time for everyone involved. This makes voice calls ideal for handling straightforward customer service requests that don’t require detailed explanations.
Additionally, not all customers are comfortable with video interactions. Voice calls provide a more private and less intrusive option, allowing for open communication without concerns about anonymity or appearance.
The Downside of Voice Calls
However, while voice call is no doubt a valuable customer support channel, it has its inherent limitations.
Voice calls rely solely on verbal explanations, which can make it challenging to convey or understand complex issues without visual context. Instructions may be misinterpreted, causing frustration and a need for repeated clarifications. Moreover, voice calls only show limited insights into a customer’s emotional state, as tone alone may not fully reflect their feelings, making it difficult for agents to respond with empathy.
4 Reasons Why Video Calls Outshine Other Customer Service Channels
Video calls provide a personalised, face-to-face dimension to customer service that voice calls simply cannot compete with. This interaction brings a wide range of significant benefits.
1. Visual Element Enhances Communication
With video calls, customer support teams gain a visual tool to better communicate complex information. Agents can share screens to demonstrate solutions or guide customers step-by-step by observing their screens in real-time.
This visual approach not only improves the clarity of explanations but also boosts first-contact resolution rates. By delivering precise and tailored solutions, video calls enhance customer satisfaction and elevate the overall customer experience.
For example, imagine an airport customer service agent using video calls to assist a lost passenger. By sharing their screen and highlighting the passenger’s location on a digital map, the agent can swiftly and accurately guide them to their gate.
2. Strengthen Rapport with Customers through Personal Interactions
Seeing an agent’s face adds a human touch to the interaction, allowing agents to connect with customers on a deeper level. By observing and responding to the customer’s facial expressions and body language, agents can tailor their responses appropriately with empathy. These nonverbal cues, though subtle, play a crucial role in making customers feel heard and understood—whether they’re expressing frustration or seeking assistance.
Video calls empower agents to adopt a more empathetic approach to problem-solving, leaving customers with a lasting impression of your business’ care and professionalism.
Take the airport scenario again as an example: When a passenger is visibly distressed about missing their flight, a video call enables the agent to immediately recognise their frustration. Through sympathetic gestures and careful word choices, the agent can calm the passenger’s emotions while effectively addressing their concern.
3. Reduce Cost per Contact
Video calls are powerful tools for lowering customer service cost per contact by boosting operational efficiency and accelerating resolution times. By looking at issues firsthand, agents can address problems faster, resulting in higher first-contact resolution rates.
This efficiency allows agents to spend less time on each case, enabling them to manage more inquiries throughout the day. For your business, this saves significant time and increases cost savings while maintaining high-quality customer support. It’s clear that video calls are revolutionising customer service, offering a cost-effective and impactful customer service solution for businesses.
4. Improved Transparency and Customer Control when complemented with a Video Contact Centre.
Even when video calls are great for solving individual customer issues, pairing them with a video contact centre solution elevates the entire customer experience. Video contact centres support real-time visibility into queue positions and wait times, setting clear expectations and reducing frustration.
For example, in healthcare, customers can see their appointment status and how many people are ahead, empowering them to decide to reschedule or prioritise urgent needs. This transparency meets modern customers’ demand for greater control over their service experience.
Striking a Balance between Customer Support Channels
In customer service, the choice between voice and video calls depends on the context and the customers’ needs.
|
Voice Calls |
Video Calls |
| Ideal for simple, straightforward interactions. | Excel at delivering personalised support, visual aids, and emotional connection. |
By incorporating both methods into your communication strategy, your business can offer flexible and impactful support that adapts to your customers’ preferences and needs.
How Voncierge Supports Customer Service Teams
Voncierge provides a video contact centre solution designed specifically for customer service teams. Their goal is to enhance your team’s operational efficiency, reduce costs, and deliver a smoother, more personalised customer service experience.
Voncierge is the perfect solution for teams aiming to elevate their customer service, offering:
- Advanced AI-powered Features
- Flexible Deployment Options
- Seamless Integration with Popular CRMs
Moreover, Voncierge includes mobile number integration, creating a one-stop contact centre platform that enables your support teams to offer both voice and video call support effortlessly.
Copyright 2025 Voncierge Tech. All Rights Reserved.
Contact us via email for more information.
References
- https://aircall.io/blog/call-center/using-the-phone-for-customer-support/
- https://www.viewabo.com/blog/five-reasons-why-video-support-is-the-future-of-customer-service
- https://www.callcentrehelper.com/everything-you-wanted-to-know-about-using-video-in-the-contact-centre-55091.htm
- https://www.oneclickitsolution.com/blog/benefits-of-video-conferencing
- https://www.salesforce.com/ap/hub/service/tips-to-remember-when-using-video-chat-for-customer-service/
- https://www.c-zentrix.com/blog/advantages-video-contact-centers