Let’s say you are working on something very important on your computer. Then your internet connection suddenly falls out. There is no way you can get it to work again and you decide to call customer service. But of course, you don’t want to wait in a long phone line to wait for half an hour until it’s your turn. Especially while you can also choose for a more efficient option: video. All you have to do is find a how-to video and follow what they do. And if that doesn’t work you can use a messenger platform to make a live video call to someone from customer service who will guide you precisely through the process.
These days, customers want to be helped quickly and on a platform that is easily accessible to them. This is the new normal in the world of customer service.
How Does Video Improve Customer Satisfaction?
Video is an increasingly common way to provide service to customers. This is due to the ever-evolving technology, consumer demand for personalization, and the added value it provides. 68% of people would rather watch a how-to video when they need help, than contact a company’s customer service.
Many customers have left a brand because the customer service was not good. Or not what they expected. So to retain your customers, it is necessary to provide a high level of support. With the help of video, you can explain things in a very short time, which would take much longer with text. In marketing and sales, it has been used for a long time already to explain and demonstrate things.
More Than Just a Video
But sometimes one video is not enough to help the customer. Especially when one-on-one communication is needed for something. Live video can help with this. Live video is a way for customers and companies to have face-to-face contact. A very important tool, because you will be able to create a good customer experience. It’s possible to use video right from the start, or you can introduce it when you’re already busy with a chat, for example.
The live video feels almost the same as walking into a physical store. But now you can help people from anywhere in the world. Besides, it’s also a lot more personal than communicating over the phone or via chat. Live video chat scores 73% satisfaction. The highest number of any customer service channel, compared to 61% for email and 44% for phone.
A Few Examples
Technical Support Made Easy
As already described in the introduction, live video can be a very good option to give support with technical problems. This is because you can actually show the problem live, instead of describing it. This way customer service can find out what is wrong much faster. This can definitely help avoid frustration, especially if customers feel like they are getting nowhere with the other service channels.
For example, if your washing machine, dishwasher, or internet connection stops working. With live video, support can find out much quicker if it is something that can be fixed within a few minutes, or if they really need to come by. And if they need to come by, they also know exactly what they need to take with them to solve the problem.
Build Personal Relationships
Real human contact allows customer service agents to pick up on body language and tone of voice. This way, you create a more personal connection with your customers.
For example, online wealth management company Personal Capital is using video to improve the onboarding of new customers. Trust is important, and video can help build long-term trusted relationships with customers. And maintain them. As such, offering personalized online services to clients is growing in the world of brokerage and financial planning firms.
Fixing Problems with Documents
Some documents can be hard to understand sometimes. With live video and a shared screen, companies can provide live assistance to customers who have questions about certain documents. For example, questions about billing, personal information, or returns and damaged products.
This can also work with visual claims. Live video assistance can improve the entire claim process by making it faster and more accurate. That includes more efficient remote adjustment, better risk rating, and documentation, and less fraud.
Do you also think about improving your customer satisfaction with live video? You can! Take a look here for more information.