Customer Experience, Video call

6 Reasons to Use Video Customer Service in the Retail Industry

Adorable eCommerce bussines owner making video call with her customer and show her poducts.

If you are a retailer looking to improve your customer experience, there are a few things you should think about. Firstly, you must build stronger connections with customers and offer them more value from their purchasing experiences. So let me talk about one of the most effective ways to provide a superior experience for your buyers: shoppable video chat.

How does shoppable video chat influence retail businesses’ future?

Developing positive relationships with your customers requires effective customer engagement. Making customers feel important by offering a pleasant experience will guarantee they leave your online store with a lasting impression. This will result in customer loyalty and positive social media reviews.

Video chats are an excellent tool for retailers looking to improve customer engagement. Even local retail stores can adopt many one-to-one video chat widgets to increase sales and generate considerable revenue. Keep reading to learn why retailers -mainly small-scale retailers-should incorporate video chat to enhance the customer experience.


1. Save time by solving customers’ problems quickly

You have a user-friendly website and answer simple customer questions with chat messages and chatbots. Then, of course, you continue your customer support on social media. But is all this enough for successful customer service?

Retail and eCommerce customer service can be challenging. Your customers may not always be clear about what they need. Also, it can be challenging to get all the necessary information through phone calls, emails, or chat boxes. These old-fashioned ways of dealing with customers are time-consuming and frustrating.

To provide the highest possible service, consider incorporating video chat.

For example, let’s say you have a tech store. Your customer is having trouble choosing the tablet that best meets his needs. He isn’t sure about chatbot answers. Also, using text chat and waiting for responses from a real agent takes time. 

However, he can start immediately with a video call and get answers to all his concerns simultaneously. Then, with the confidence of getting help from knowledgeable staff, he can buy fast without the need to read product reviews from other sites. It’s as seamless as shopping in a physical store!


2. Showing products online is better than telling

Instead of simply declaring…

“We have amazing clothing” or “We have the greatest shoes,”

… live video shopping provides customers with an excellent customer experience at your retail shop.

Retailers can produce visually appealing information through video chat that shows customers everything they need without driving them into the shop or a physical store.

Videos display products far better than static images or simple words could. In addition, live video calls make it easier for customers to recognize the brand’s value.


3. Adding a human element to eCommerce 

In today’s eCommerce world, it’s easy for customers to feel like they’re just a number. So online retailers must find ways to stand out and show that they genuinely care about their customers. One way to do this is by adding a human element to the online shopping experience.

That allows customers to connect with a real person who can help them with their shopping needs, such as 

  • Answering questions, 
  • Giving product recommendations 
  • Providing personalized service. 

On the other hand, retail companies use video calls to demonstrate that they are far more than simply a website or a store. Moreover, this experience helps shoppers feel more connected to your brand.


4. Leverage the increasing popularity of video chat in customer service

Although not as widely used as online services, consumers embrace video chat when interacting with companies. Recent research from Webhelp found that 70% of customers would rather use video calls than other communication methods, like emails and live chats.

The stat mentioned above shows that the popularity of video chat in customer service will increase in the coming years.

As the use of video becomes more widespread, both individuals and organizations will quickly adopt this innovation. So if you want to stay one step ahead of your competitors, now is the time to use shoppable video chat for customer engagement.


5. Communicate better with your customers

Customers are more satisfied with an online store’s service when they realize they are not dealing with a bot. Because they want to receive assistance from versatile and practical sales associates who prioritize customers’ interests, understand their individual needs, and guide them about products.

Customers are more satisfied with the service of an online store when they know they’re talking to an actual person. A bot can never be a reliable substitute for knowledgeable and experienced sales consultants. Because they put the customers’ interests first and can understand their individual needs.

So, with such expectations, is it okay to limit your customers to text chats that only support 7% of communication? If you have yet to hear it, now is the time to find out.

Albert Mehrabian's 7-38-55 Rule of Personal Communication
The 93/7 Rule:
93% of communication is nonverbal behavior and style; Only 7% of communication takes place with words.

Yes, you read it right. People express only 7% of what they want to say in words. Therefore, the dynamics of body language and tone of voice play an important role in real-life interaction. 

You can establish relationships with your customers more easily thanks to video calls and understand their expectations with gestures and facial expressions.


6. Be a hero in your field

Video customer service is an excellent way to stay one step ahead of competitors and be an industry pioneer. In addition, your sales team’s visual support will boost customer satisfaction and sales volume.

According to research, consumers who follow the advice of their salesman during a live video chat end up buying a larger basket of goods.

Transparency Market Research predicts a 7.9% compound annual growth rate for the worldwide video conferencing market from 2018 to 2026.


Arvia’s Video Customer Service for Retailers

Arvia One-to-One Live Video Shopping allows customers to talk to brands about products and services on their websites. You can delight your customers at every stage of their purchasing decision with Arvia’s shoppable video chat widget.

More importantly, customers can add products to their shopping carts during a video call with a sales associate. This can be a great way to provide personalized service and ensure customers can purchase the items they need without leaving the video chat. 

Moreover, before adding items to their cart, shoppers can also see products, including details and prices. This can help them make more informed decisions about their purchases and ensure they get the best possible deal. 

Arvia video chat is simple to use. It meets all of your needs without wasting time. In minutes, you can add video calling, screen sharing, screen drawing, and call support to your online store.

Customer support has progressed. These days, retailers can offer customer support in various channels (phone, email, live chat, and the knowledge base). However, customers with more complex or highly specialized needs may not find these alternative channels satisfying. Video chat helps in this situation. 

Video chat help you improve customer engagement and loyalty by streamlining customer service.


While addressing the underlying issue that creates a poor customer experience, treating your consumers with decency and respect is also necessary. The importance of customer experience to a business’s growth is often emphasized in numerous studies and surveys, particularly in the retail sector.

You can take advantage of this trend by adding Arvia’s one-on-one video shopping widget to your online store. Shoppable video chat will help your customers find helpful answers and enhance their customer experience.

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