Helping Your Customers Optimize Video Chat
This past Easter, while gathered with family for brunch, I had a great conversation with my brother and he wasn’t even there. He was in Indianapolis, Indiana and I was in Springfield, Va. Our face-to-face conversation was made possible by an iPad running FaceTime. While a telephone conversation would have been fine, it was more meaningful to see him on the screen smiling and reacting to what I was saying.
Video-based communication is not new, but with the prolific adoption of connected mobile devices such as tablet computers and smartphones, which often have video chat technology built-in, more consumers are gaining access to and embracing this technology. In fact, according to a recent CEA study, three in four (75 percent) online U.S. adults report owning at least one device capable of video chat. Not surprisingly, the most commonly owned devices capable of video chat include traditional computing devices (laptops/notebooks and desktops) and mobile devices (smartphones and tablets). A small percentage also report owning gaming consoles capable of video chat.
However, capability does not necessarily lead to utilization. CEA’s study, Eye on Emerging Technology: Video Chat (January 2013) found that six in ten (60 percent) owners of capable devices are using them for video chat. Those who aren’t may not know how to use their devices to video chat and some may not recognize a need. My parents, for example, didn’t realize how much they would enjoy video chatting with their grandchildren.