Video and screen-sharing technology has been around for years. However, in 2020, its use exploded as it kept us connected not only to friends, family, and colleagues, but also to customers.
Vonage research last year found that video became the fastest-growing channel that organizations use to serve their customers—driven, more than anything, by necessity. Yet many of the tools used don't fit with the easy, connected, secure, and seamless experience that organizations want to deliver to their customers.
Now, as we start to emerge from the pandemic, many organizations recognize that the siloed and unconnected experience they’ve offered their customers is not ideal. They need to take a more considered approach and let research guide them on where to apply video or visual engagement.