Ocular Solution brings video chat to the customer journey

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“The pandemic showed that there was a missing piece in the customer journey: video chat,” says Fernando Moya, CEO of an early stage Chilean startup ophthalmic solution.

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According to Moya, COVID-19 made it clear that live chat and chatbots weren’t enough, as people were still expected to interact face-to-face with customer agents – like they do offline.

Ocular Solutions participating in startup Alley at Nerdshala Disrupt is hoping to solve that in the digital world, with a platform that allows customers to add a video chat element to their sites and integrate them with their existing tools, from HubSpot to Pipedrive. helps in. .

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Video chat can come in handy for customer support, but also for onboarding and sales. The latter is especially true if the service consultant is suitable for sales, in which the end user is hoping to get questions answered before proceeding.

This willingness to talk to a real person explains why Moya sees video chat as an efficient way to reduce cart abandonment rates — a major issue for e-commerce. Collecting data from 44 studies, UX Research Institute Baymard Estimated The average documented online shopping cart abandonment rate is around 70 percent.

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There are many reasons why site visitors may not convert into customers, but Okular found that offering video chat can help boost conversions. Moya told Nerdshala that the startup’s customers have an average service-related net promoter score of 8, with conversion rates starting at 15 percent and reaching 250 percent during Chile’s e-commerce promotional event. cyberday.

Okular was launched in Chile, where Moya had previously co-founded another company, wingsoft, which Okular pulled out. But the startup is already looking beyond the borders: it plans to keep its team away, albeit with a smaller hybrid hub; And it already has customers in other Latin American countries.

e-commerce of latin america hasn’t reached the same entry level compared to North America and Western Europe, but Sales are growing at a faster rate than other regions. These new online consumers are arguably looking for an experience that is similar to in-person shopping. “The number of people needing video assistance is growing very rapidly,” Moya said.

In addition to customer satisfaction and sales, Okular is also looking forward to helping its customers improve their internal processes. As a result, it provides data to help companies track key metrics related to customer service, while helping attendants do their jobs. “We train your agents to provide the best service experience and make the most of the tools,” its site states.

“We believe that agents play a vital role in our use of technology; they humanize this new customer service channel,” said Moya. “Therefore, our efforts are focused on creating tools that help them improve their day-to-day that motivate them, and make profits as a result of performing well in an enjoyable and challenging environment.”

Moya expects more people to become video chat attendants, and predicts the upcoming ‘Uberization’ of this segment. It may help to respond to the growing demand for these services: “The use cases for video support are diverse, and new ways to implement it are appearing every day.”

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