Ocular Solution: Revolutionizing Customer Journeys with Video Chat

The Rise of Video Chat in Customer Experience

Fernando Moya, CEO of Chilean startup Ocular Solution, notes that the recent pandemic highlighted a gap in the typical customer journey: the absence of video chat functionality.

Moya explains that the COVID-19 crisis demonstrated the limitations of traditional methods like live chat and chatbots. Customers continued to desire the face-to-face interaction they receive in physical stores.

Addressing the Need for Visual Connection

Ocular Solution, featured at TechCrunch Disrupt’s Startup Alley, aims to bridge this digital divide. Their platform enables businesses to seamlessly integrate video chat into their websites and connect it with existing systems, including HubSpot and Pipedrive.

The utility of video chat extends beyond simple customer support; it’s also valuable for onboarding new users and facilitating sales. This is particularly beneficial for services requiring consultative selling, where potential customers need detailed answers before making a purchase.

Combating Cart Abandonment with Video

The preference for direct communication with a representative directly impacts e-commerce conversion rates. A significant challenge for online retailers is cart abandonment. Research from UX institute Baymard, aggregating data from 44 studies, indicates an average abandonment rate of nearly 70%.

Ocular discovered that offering video chat can substantially improve conversion rates. Clients of the startup report an average net promoter score of 8 for service-related interactions, with conversion increases ranging from 15% to as high as 250% during Chile’s CyberDay e-commerce event.

Expansion and Future Outlook

Initially launched in Chile, where Moya previously co-founded Wingsoft (from which Ocular originated), the startup is now focused on international expansion. They plan to maintain a remote team structure, supplemented by small, hybrid work hubs.

While e-commerce penetration in Latin America lags behind North America and Western Europe, it’s growing at a faster rate. These emerging online shoppers are more inclined to seek experiences mirroring traditional in-person shopping. “The number of individuals needing video assistance is increasing rapidly,” Moya stated.

Improving Internal Processes and Agent Empowerment

Beyond customer satisfaction and increased sales, Ocular also assists clients in optimizing their internal operations. The platform provides data tracking key customer service metrics and tools to enhance agent performance.

The company emphasizes agent training, stating on its website that they equip agents “to deliver the best service experience and can get the most out of the tools.”

The Future of Video Support

Moya anticipates a growing demand for video chat agents, predicting a future “uberization” of this sector. This shift will help meet the expanding need for video support, as “use cases for video support are varied, and new applications are emerging constantly.”

He believes that agents are central to the success of this technology, adding a human touch to the new customer service channel. Their focus is on providing tools that improve agent performance, motivation, and ultimately, profitability within a stimulating work environment.