A customer calls the customer service of his telecom provider, because his WiFi does not work. After frantic attempts and various telephone conversations, the customer still has no WiFi. A technician is sent and what turned out? There was an aquarium in front of the modem so that no connection could be made. Videosupport offers a solution in such situations.
Video as customer contact channel
Video popularity continues to rise, especially among young people, so it is not surprising that more and more companies are using video as a customer interaction channel. However, KIRC’s National Benchmark and Trend Survey 2018 shows that, from an organizational point of view, video chat only has a small share. Consumers’ expectations about video are more positive, they indicate that they want to use more video within 5 years in contact with organizations.
Video: pros and cons
To get a better picture of the possibilities of video as a customer contact channel, Richard Kuiters, coaching star, shares his insights and experiences. For a telecom provider, he is in the midst of preparations for a pilot to deploy Video Support.
- When your customer needs personal contact, video offers a solution. From a personal mortgage interview to a technical problem, the customer feels taken seriously by your personal approach.
- Images say more than 1000 words. With video it is easier for a customer to show the problem and it is faster for the employee to understand what is going on.
- For customer service organizations, video as a customer contact channel results in positive figures, such as higher customer satisfaction and a reduction in repeat traffic. With technical issues you can locate the problem faster and technician visits are usually no longer necessary.
- Video requires a different approach than traditional channels. You need to look beyond standard instructions, (dare to) seek freedom, and be able to let go of processes in order to be able to adequately help the customer.
- You can use video to easily explain what the customer can do to remedy the problem. This means that you have to put yourself in the position of the customer, what does he understand or not? For example, customers with a higher age or with limited technical knowledge.
- The customer literally brings you home, you have to have a lot of respect for that. It is even more personal than other customer contact channels.
The future of video
“Why call when you can watch your client?” says Richard. He is convinced that you can be of faster and better service with video customers. “Video support ensures less frustration for the customer, instead of explaining something we can watch. The chance of miscommunication is therefore lower and we can often offer a solution immediately. So it saves on follow-up steps, and with it costs, such as technician visits. ”Does video then have the future? Richard knows for sure: “Yes! We live in a world that is becoming increasingly digital. Especially with technical issues, video is going to help customers personally. ”