Every company strives to elevate customer support to a higher level, but solving the client’s problems isn’t enough. Building trust with a genuine connection and reaching for that WOW experience is what drives innovations in this field.
Customer support video solutions are on track to set a new standard for this industry. Recent pandemics made video chat a preferable choice for customers, while software developments have made it cheap and easy to use. Will video calls replace phone and text support?
Video chat software
The first video call service started half a century ago. Since then, technology has greatly evolved and improved. It uses Voice over Internet Protocol (VoIP), enabling users to start video chat over the world wide web. Over time, this technology reduced the prices and increased the quality of live video calls.
Businesses have many options for implementing such communication with customers. Video chat software solutions allow them to integrate live video options into their websites, easing the process for customers. Just like a contact form, email, or text chat, a video call option can be available from the web browser.
All the client needs is a device with a camera, microphone, and internet connection, and most modern smartphones or computers already have these features. Businesses don’t need to invest much either because the hardware, such as cameras, is inexpensive, and the customer support video software does not require much effort to set up.
Since the start of the Covid-19 pandemic, many users have embraced video chat. Some workplaces and schools are even planning to stay with the remote model indefinitely. However, as with most business innovations, luxury brands and B2B services were the first to implement live video chats.
Now video calls are competing with traditional customer service methods in most industries. From clothing to financial services, all fields can benefit from connecting with customers in video conferences or one-to-one sessions. Most live video applications are well-known, and we can compare them with phone calls and text chats.
Video chats vs phone calls and text chats
Good communication is possible only when we can see their facial expressions and read their body language. We all are naturally inclined to this kind of communication, so hearing only a voice, or, even worse, seeing only text messages, is insufficient to express ourselves clearly and be understood correctly.
Psychologists estimate that more than half of our communication is nonverbal. If we add the tone of voice, we are left with merely seven percent for purely vocal messages. We should take these numbers with a grain of salt, but it shows that customer support video chat can improve communication with your customers.
Credibility is often about appearances. Clients are reluctant to trust faceless representatives, which is why there is no place for anonymity in customer support. Text chats often make the mistake of not showing the representative’s name. Phone calls are also limited to the voice of the person on the other end.
Science seems to support the claim that credibility comes with non-verbal expressions. A study published in Cyberpsychology showed that as social cues decline, so do our bonding experiences with other people. Without a genuine rapport, it’s impossible for a client to trust you. Live video chat can help build lasting bonds with customers.
WOW experiences happen when the support agent not only solves the customer’s issue but also walks the extra mile to surprise him with additional value. Sometimes a genuine thanks or a small discount is enough. But, as all companies strive for this, the bar has been raised high, and customers expect more.
Personalization is the key to exceeding expectations, as most companies do not take the time to adjust their offers to individual customers. According to Salesforce, 66 percent of customers expect companies to understand their needs and be treated individually. Arranging a customer support video chat will ensure personalization and lead to WOW experiences.
Use cases
Showcasing products is, perhaps, the most crucial part of the e-commerce field. Great descriptions, photos, and videos are what persuades clients to buy. However, some products and most services cannot be fully exhibited via photos or prerecorded videos. Arranging live video conferences and individual presentations is more effective.
Customer success management is one of the best ways to reduce customer attrition rates. Most customer success managers aim to increase user engagement and availability to clients. Being open for a customer support video chat is a great way to show customers that you take their problems seriously.
Onboarding and training customers to use your products can be challenging. Lengthy onboading guides or video tutorials in are often skipped, and trivial questions never end. If your product requires specific know-how, as is with most software and technology, you will save time and improve customer experience by starting a live video chat.
Conflict resolution is an unavoidable part of customer support. Mistakes happen, and we must show serious effort to resolve them immediately. Otherwise, the brand risks getting bad reviews or even lawsuits. Whichever solution you choose, it’s essential to show humanity and effectively convey your messages. Video calls excel at both of these properties.
Ensuring an omnichannel experience is a way to provide the same high-level experience for customers regardless of the channel. The communication with the company is transferable, so you can choose a product via live stream, track the order in the app and receive it physically in a store.
Implementing the omnichannel approach allows using live video in combination with brick-and-mortar stores, emails, phone calls, social media, and everything else. It is the fastest route to start using customer support video solutions in your business.
Final considerations
Customer support video chats are here to dethrone phone calls and emails as the go-to option for reaching out to corporations. It will take some time for it to happen, but different modes of communication are already mixed in many industries. Companies that don’t implement video support risk losses in the long run.
With a solid foundation in technology, backed by a BIT degree, Lucas Noah has carved a niche for himself in the world of content creation and digital storytelling. Currently lending his expertise to Creative Outrank LLC and Oceana Express LLC, Lucas has become a... Read more