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Why Read This Report

Companies increasingly leverage visual engagement — video, cobrowsing, screen sharing, and annotations — to cut through the customer conversation clutter, to be better understood, and to connect emotionally. This report highlights the true benefit that visual engagement provides and helps application development and delivery (AD&D) pros supporting customer service operations understand how to take initial steps to offer visual engagement.

Key Takeaways

Visual Engagement Becomes Increasingly Important
Customers today want easy, effective engagement. They increasingly leverage visual engagement as a customer service channel, with more than a quarter of customers having used it in 2016.

Customers Save Time And Effort With Visual Engagement
Companies in the financial services, retail, and healthcare verticals can save their customers time with visual engagement technologies. One insurance company can settle certain claims via video faster than with a process that usually takes five days.

Deploy Visual Engagement Now
Every mainstream smartphone, tablet, and laptop has an embedded camera. Paired with a global connection speed that’s up more than 20% year over year, consumers are ready and equipped for high-quality visual interactions.

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