Ocular Solution brings video chat to the customer journey – TechCrunch
“The pandemic has shown that one part is missing in the customer journey: video chat,” explains Fernando Moya, CEO of the Chilean start-up Ocular Solution.
According to Moya, COVID-19 made it clear that live chat and chatbots weren’t enough, as people always hoped to interact face-to-face with customer agents – just like they do offline.
This is what Ocular Solution, which participated in Startup Alley at TechCrunch Disrupt, hopes to solve in the digital world, with a platform that helps customers add an element of video chat to their site and integrate it into their existing tools, from HubSpot to Pipedrive.
Video chat can be useful for customer support, but also for onboarding and sales. The latter case is especially true if the service is a good fit for consultative selling, where the end user hopes to get their questions answered before continuing.
This desire to talk to a real person is why Moya sees video chat as an effective way to reduce cart abandonment rate, a major issue for e-commerce. By aggregating data from 44 studies, the UX Baymard research institute estimated the average documented rate of online shopping cart abandonment at nearly 70%.
There are many reasons why site visitors don’t turn into customers, but Ocular has found that offering video chat can help increase conversions. The startup’s clients have an average service-related net promoter score of 8, Moya told TechCrunch, with conversion rates starting at 15% and peaking at 250% at the Chile ecommerce promotion event. CyberDay.
Ocular was launched in Chile, where Moya had previously co-founded another company, Wingsoft, from which Ocular was formed. But the startup is already looking beyond borders: it plans to keep its team at bay, but with small hybrid hubs; and it already has customers in other Latin American countries.
E-commerce in Latin America has not achieved the same levels of penetration as in North America and Western Europe, but sales are growing at a faster rate than in other regions. These new online shoppers are arguably more likely to seek an experience that is more like in-person shopping. “The number of people requiring video assistance is increasing very rapidly,” Moya said.
Besides customer satisfaction and sales, Ocular also hopes to help its customers improve their internal processes. As a result, it provides businesses with data to help them track key customer service metrics, while helping agents do their jobs. “We train your agents so that they offer the best service experience and can get the most out of the tools,” explains its site.
“We believe that agents play a key role in the use of our technology; they’re humanizing this new customer service channel, ”Moya said. “Therefore, our efforts are focused on generating tools that allow them to improve day by day, that motivate them and generate profits through their good performance, in a fun and stimulating environment. “
Moya expects more people to want to become video chat workers and predicts an upcoming “uberization” of this segment. This could help meet the growing demand for these services: “The use cases for video support are diverse, and new ways of applying it are emerging every day.