TREND # 3 : ALTERNATIVE SUPPORT CHANNELS TREND UP

The phone continues to dominate as the primary support channel in 2025 , but the rise of other channels , including ( and notably ) video chat , marks a significant shift in consumer preferences .

Metrigy CEO and principal analyst Robin Gariess noted in a CX Today webinar , “ The Future of CCaaS : An Inside Look ,” that “ there is pent-up demand out there for video and screen sharing — 97.2 % of those surveyed would use either video or screen sharing , or both , in troubleshooting or consultative calls .”

This represents a monumental opportunity for contact centers to offer a richer , more personalized service experience . The report from Zoom and Morning Consult supports these findings as respondents overwhelmingly listed the capabilities of live video chat for customer support as having advantages .

For example , 88 % of respondents identified showing the issue on camera as a major or minor advantage , while 85 % felt similarly about the ability to record the session for future troubleshooting reference .

These technologies also enhance problem-solving capabilities . Video chat is particularly effective for troubleshooting and guidance . Screen sharing capabilities allow agents to walk customers through solutions step-by-step , reducing frustration and improving first-contact resolution rates . This is especially valuable in technical support or product setup scenarios .

Turning insights into actions

To meet the growing demand for video communication , contact centers should take these steps :

• Integrate video chat and screen sharing options into their omnichannel strategies .

• Train agents to use video effectively , ensuring professional and empathetic interactions .

• Promote the availability of video chat to customers , emphasizing its advantages for complex issues .

KEY TAKEAWAYS FOR CONTACT CENTERS

The convergence of these trends — generational shifts , AI integration , and the rise of video chat — represents both challenges and opportunities for contact centers . By aligning with these trends , businesses can redefine customer engagement and solidify their competitive edge . Here ' s how :

• Provide solutions that meet your customers where they are . Use data-driven insights to identify customer pain points and integrate technology that minimizes the risk of bad customer experiences . By understanding how different generations prefer to communicate , brands can meet the needs of every customer .

• Invest in AI to drive efficiency and empowerment . Embrace AI tools that assist agents in real-time , enhance training , and improve operational efficiency . These investments will deliver both immediate returns and long-term benefits in CX quality .

• Take an omnichannel approach by leveraging video chat and other communication channels as a CX differentiator . Video chat is no longer optional . Offering video communication as a standard support option can reduce resolution times , foster stronger customer relationships , and set contact centers apart from competitors .

By proactively addressing these trends , contact centers can thrive in the ever-changing CX landscape and build stronger , more resilient connections with their customers in 2025 and beyond .

Michelle is a seasoned product marketing leader , currently serving as the Global Lead for Customer Experience Product Marketing at Zoom . Over the last 18 years , she has established herself as an expert in the unified communications and customer experience industries .

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