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Top Industries Using Video Calling API to Build Customer Relationships

by | Aug 17, 2023

Video Calling API Use Cases

With technological advancements, businesses that are agile and adopt innovative solutions are successfully building positive customer relationships. Video calling API has become an essential tool for businesses across industries as it enables them to create custom applications that cater to their unique communication needs. In this article, we’ll explore the benefits of using a Video chat API and the top industries embracing Video to strengthen customer relationships.

What is Video Calling API and How Does It Work?

A Video Call API is a set of tools and protocols developers can use to implement video and audio-calling features into applications. An API or Application Programming Interface allows different applications to seamlessly communicate with one another. The out-of-the-box functionality of APIs helps save the time and effort needed to build a video chat application from scratch. 

Powered by the secure Web Real-Time Communication (WebRTC) technology, these APIs enable users to make video/ audio calls directly from web browsers without having to install any additional plugins or software. Similar to APIs, SDKs help developers effortlessly build apps. An SDK (Software development kit) refers to a set of app-building tools and usually contains a library of features. By using APIs and SDKs, businesses can add video chat capabilities to their communication portfolio in no time.  

The Benefits of Video Chat API

81% of customers said that a positive customer service experience increases the likelihood of repeat purchases. Video chat offers numerous advantages for businesses looking to provide splendid customer experiences.  

Real-time Communication: 

Video chat APIs enable real-time communication, allowing businesses to have face-to-face interactions without any significant latency. 

Efficient customer support: 

With APIs, users can access video chat from any device, making customer service easily accessible and convenient. 


APIs offer the flexibility to develop customized applications perfect for a business’s specific needs.  


You can easily add collaboration features, such as screen share and file upload, to your video application using APIs. 


Video chat APIs built on protocols with robust (Web Real-Time Communication) WebRTC security and encryption, preventing interception of data during transmission. 

Cost Efficiency:

Integrating APIs can save businesses significant resources over time, as they don’t require any additional hardware or infrastructure. 


Video APIs can handle a large number of users and concurrent video calls, allowing businesses to grow without concerns about exceeding their platform’s capacity. 

Faster Time-to-Market

Instead of building an in-house video application, developers can quickly incorporate APIs and add Video/Audio functionalities to an existing web/ mobile application.


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Top Industries Utilizing Video Chat APIs

Here are the top industries that have made the most of Video calling APIs to build customer relationships: 

1. Retail and E-commerce 

    With a real-time video communication platform, e-commerce and retail businesses can provide live product demonstrations and virtual workshops to generate interest in their offerings. In addition to driving awareness and sales, you can also use Video for customer engagement and support. 

    24% of retail purchases are expected to happen online by 2026. So, it’s important that businesses focus on improving the online shopping experience. Video helps businesses mimic in-store experiences while offering the convenience of virtual shopping. Customers can talk to brand representatives, explore the products, and make purchase decisions in real-time.  

    Retail and e-commerce businesses can collect real-time feedback that reflects customers’ sentiments during the virtual session. Video helps capture moments of customer delight and identify roadblocks in the path to purchase.  

    With Video, customers get personalized experiences with a virtual concierge who can offer tailored recommendations and styling tips. The human touch boosts engagement and fosters long-term relationships.

    Video calling API for retail and ecommerce

    2. Healthcare

    The challenges posed by COVID-19 saw video communication technologies emerge as a critical solution to continue getting healthcare services. Telehealth appointments help control the spread of infectious diseases as doctors can prescreen patients and avoid hospital visits that can increase exposure to viruses and germs.

    WebRTC-based Video solutions have come a long way since then and offer fully functional telehealth experiences. Video chat can be used for remote consultations, diagnosis, and telemedicine. 

    Video visits save time and help patients get medical attention from the comfort of their homes for non-life-threatening conditions. Patients can get care for conditions like allergies, weight management, behavioral health, digestive diseases, and many others.

    Video calling can be advantageous in some cases because specialists will be able to see patients in their home environment. This helps doctors to ascertain the surroundings and suggest a suitable treatment plan. For example, occupational therapists and neurologists can observe how patients with mobility issues are able to move around in their houses and make recommendations based on their observations. 

    Video for Health care

    3. Financial Services & Banks

    The surge in demand for digital banking experiences among millennials and Generation Z is transforming the banking landscape. 73 percent of people use online banking at least once a month. However, security is paramount, and customers value trust in digital banking. A security-compliant video solution helps customers connect with agents in real-time and makes online banking hassle-free. When customers see a human face, they feel reassured and confident. Video is ideal for important discussions on investments and wealth management, as customers may be more at ease with face-to-face conversations.  

    With Video calling API, agents can effortlessly switch from live chat to Video or invite customers to a video chat when needed. Video customer service offers customers the convenience of performing banking operations such as conducting transactions, opening a new account, and getting financial advice from anywhere.  

    Video KYC (Know Your Customer) allows banks to securely verify and onboard customers from a portal or a mobile app. Video verification is an excellent alternative to in-person verification and enables remote identification of customers. 

    With Video call APIs, banks can offer branded calls with their name, logo, and colors, enhancing brand recognition and recall, thus avoiding security risks due to phishing attempts.

    Video call API for Banking

    4. Insurance

    Policy jargon may be difficult to follow for many, making purchasing insurance plans challenging. The collaborative features in Video calling solutions allow insurance agents to easily walk customers through a quote or policy review, insurance plan inclusions, and premiums. For example, agents can share their screen and guide customers on how to navigate the self-service portal or share tutorials and PDFs explaining claims processes. 

    Live video calls are an excellent proxy for onsite visits and shorten the claim lifecycle from months to days. Customers can show damage in real-time, and support agents can capture snapshots for future reference. This helps agents collect adequate data, reducing the need for supplemental claims. For example, customers can show the damaged areas of a vehicle, the number plate, surroundings, and other information as requested by the claims representative.  

    Similarly, homeowners can share areas of property damage like a burst pipe, and representatives can complete the damage estimates over a video call. 

    For health insurance claims, insurance platforms can connect doctors with patients on a video and evaluate the patient’s health status to understand if any value-added services are needed.


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    5. Entertainment  

    Video offers fans the opportunity to engage directly with their favorite performers, celebrities, influencers, or brands. This helps fans have memorable experiences, driving loyalty. Entertainment companies can provide exclusive perks like behind-the-scenes content, or backstage passes to virtual visitors.

    Art and history enthusiasts can take virtual tours of exhibits and galleries remotely. Self-guided tours allow visitors to view paintings and sculptures and virtually walk through museums, parks, and other famous landmarks.  

    Elevate Customer Experiences with a Personal Touch 

    The life-like conversations of Video calls lead to more engagement and deeper connections with customers. Video calling API makes customer service more accessible, convenient, efficient, and personal. This helps build a brand’s reputation and improve customer satisfaction. 

    By integrating Video Call APIs with your existing business systems, you can offer seamless and immersive customer experiences. Want to drive engagement with Kaleyra’s secure and customizable Video solution?

    Kalaivani Narayanan

    Kalaivani Narayanan

    Content Specialist

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