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How is Consumer Demand Shaping the Future of Video Calling for Enterprises?

30 Jul 2018 - 2 min read

You might have seen Sinch’s latest whitepaper on The Future of Video Calling for Enterprises? It’s packed full of the primary research we commissioned into the Video Calling market. If you’ve not yet had the chance to sit down and read the whole thing, here’s a quick run-down on some of the key messages to come out of the research:

Businesses are starting to leverage the potential of Video Consumption

23.60% of enterprises surveyed are already using Video Calling to communicate with their customer base, suggesting that Video Calling is becoming more widely accepted by enterprises as a viable method of communication.

SMEs are not yet on board

Only 31.22% of respondents from SMEs stated that they would consider introducing Video Calling as a means for customers to get in touch. As customer expectations shift, this mindset will need to change, or SMEs risk losing customers.

Video will be key for engaging mobile savvy millenials

49.36% of 18-34 year old’s are currently using Video Calling once a week or more often, compared with only 31.01% of 35-54 year old’s. Millennials are using this kind of technology in their everyday lives and perceive it as the ‘norm’ for communicating with businesses, especially when it comes to banking.

North America is leading the way in use of Video for Customer Service

The USA has always led the way with customer service expectations so it’s no surprise to find that extending out to Video Calling. 57.60% of North American enterprises surveyed are already using Video Calling for customer service (either B2B or B2C), with France coming in a close second at 49.20%.

The App is where it will happen

83.44% of enterprises have integrated, or would consider integrating Video Calling into their apps, and 41.90% of enterprises see easy app integration as one of the key benefits of Video Calling.

Video represents a big opportunity for brands / enterprises to innovate in Customer Service

75.78% of consumers surveyed were unable to name a brand that offers Video Calling – the market is there for the taking, the opportunity for Video Calling to become a mainstream means of communication is big!

If you’re ready to dive in and download the whole paper and get all the details from our primary research, check it out here.

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