The pandemic and technological advancements have forced businesses to search for innovative ways to ensure customers are getting the help they need. All the while constantly improving on customer experience and satisfaction.
Video support has been a huge step forward during this time as it elevates customer service to a new level working on building stronger relationships and providing faster solutions.
What is Video Support?
Relationships between businesses and customers are constantly evolving. Ecommerce is on the rise and with that customers are looking for personalized and seamless experiences. Video support provides customers or clients with the closest equivalent of face-to-face service. A real-time view of products. As such, video is becoming an essential addition to the multichannel strategy that is so important today.
3 Big Benefits of Video Support
Let’s take a look at a few ways video support can enhance the customer experience and see it in action!
1. Better Communication and Building Relationships
Although chat and other forms of customer support have allowed customers to interact with business in real-time and on a more personal level, video adds another layer to that communication. Being able to see the person you are talking to, has a huge beneficial potential. Not only can it help with customer experiences but it also allows for stronger relationships to be built.
Of course, this is great from a business to customer perspective but what about that of a client? Imagine you had the opportunity to interact with a variety of medical professionals via video call. In the case of a therapist for example building a rapport with your client is essential to the effectiveness of treatment. Being able to actually have face-to-face interactions is a tool that can help with this.
Another great example would be a medical appointment with your local GP via video. From the comfort of your own home, you can have conversations and consultations in real-time. This will not only offer a higher level of personalization but can produce a time-efficient and streamlined delivery of health care services. Interestingly enough, research has found that 74% of patients actually prefer online communication with doctors in contrast to face-to-face meetings.
2. Replacing On-site Visits
Adding that new dimension to your communication strategy can help for a variety of reasons. If the pandemic has taught us anything it is the need to ensure your customers are receiving the same treatment online as they would in a brick-and-mortar store. Video calling is an effective means to an end. Offering the whole customer experience to be plated and served to online customers through real-time product visuals from every angle.
No longer is there a need to travel to a physical store if you want a better representation of whatever product you are interested in. Let’s take a look at a car dealership for example. Imagine they added video chat to their communication toolbox. Customers would able to have real-time viewings of automobiles they were interested in buying. The dealer could take them on a tour of the outside and inside of the car. Creating that in-store experience. Another great perk of this personal approach is that dealers have the ability to effectively promote and sell a product as they would in person.
3. Faster and Simpler Solutions
As consumers, we are constantly searching for the next best thing. Particularly when it comes to customer support. We want faster, better, smarter!
In our search for instant gratification, businesses have had to adapt strategies to ensure they meet such demands. In every industry customer experience has taken the front seat and claims its throne as the number one priority. Video support is a great addition to keep up with the needs of today. Especially when you are in a situation where time really is of the essence. One example of this would be when you are in need of roadside assistance. A stressful situation can be diffused by the ability to be able to get your roadside assistance face-to-face in an instant.
Video provides a great way to offer comprehensive technical support. Instead of having to go through a lengthy process of explaining your problem in words, you can simply show them! Offering quick access to solutions and ways to reduce the risk of miscommunication. Adding to the overall customer experience.
Technology plays a huge role in our daily lives. A big part of this digital focus is video. There are plenty of situations in which video support can optimize your customer service and support. And we all know what that means!
If you want to find out more, feel free to contact us!