In today’s “same-day shipping” and “streaming-on-demand” world, customers have high expectations. They want personalized experiences delivered as fast as possible, and meeting these expectations pays off. Personalized customer experiences result in 20 percent higher satisfaction rates.
To create strong customer relationships while offering flexible support options, provide your call center team with tools that drive visual empathy and unlock new ways to improve your customers’ experience. Here are three ways remote video tech can give your customers the flexibility they want.
1. Give Your Customers Their Day Back by Reducing Time to Resolution
Your call center representatives receive hundreds of calls a day from frustrated customers, many of whom may struggle to explain what exactly they need or what has gone wrong. Enter: remote video tech.
Instead of trying to explain a technical issue over the phone, your customers can show your service reps exactly what the problem is through video calls. This way your customer support team can diagnose and solve simple problems quickly.
Video calls provide flexibility in how you communicate with your customers in case…
- They don’t know how to describe the issue. It's hard to say what isn’t working properly when you aren’t quite sure how the piece of equipment actually works. Video calls allow customers to show the representative the issue instead of having to describe it.
- They don’t speak the same language as the customer support agent. Language barriers are always tough to get around, especially when speaking in technical terms. Again, video calls allow customers to demonstrate their issues rather than articulate them aloud.
- They are in a high-stress situation and need a solution quickly. Running into equipment issues and calling customer service can be a pain, especially if your customers rely on the equipment in question to do their jobs. A quick and easy remote video call to solve the problem is a sure way to mitigate frustration.
Timely solutions to simple problems build customer confidence in your brand and boost loyalty, all while improving your bottom line.
2. Reduce Hassle by Decreasing the Number of Touchpoints to Resolution
Offering customers support flexibility through video calls improves your customer relationships. In 2020, the number of customers whose problems were resolved within the first contact of a service representative declined by 11 percent compared to 2019. With 53 percent of customers making multiple contacts to resolve issues, customer effort increases as satisfaction and loyalty decline.
By reducing the number of touchpoints to a resolution, remote video ensures minor problems are solved quickly and improves customer satisfaction.
For example, instead of having to wait for an in-person appointment, a call center representative can walk a customer through how to fix the problem themself.
Say a printer stops working in an office. A frustrated employee contacts customer service, but when she tries to describe the problem, the representative doesn’t know how to explain the multi-step solution. The representative schedules a technician for the earliest next appointment, which is in two weeks. Until then, the office is stuck without a functioning printer.
With assistance via remote video call, a customer support agent can point to and demonstrate how the employee can fix the issue themself. The employee feels empowered, and the printer is fixed promptly.
3. Empower Your Customers to Choose Their Preferred Mode of Support
Just two years ago, video calls were rare for technical support, business, or health appointments. Today, video calls are a mainstream form of communication.
Much of this is due to the pandemic, which transformed how we all communicate and work. Today 45 percent of Americans work from home, and many will continue to do so. As COVID-19 variants mutate and spread, contactless experiences will remain important for the foreseeable future.
The good news is that the pandemic has increased consumers’ digital adoption to solve their everyday needs. Customers who might have previously been hesitant to choose a video tech option now understand it as part of the “new normal.”
Offering remote visits gives your customers the power to choose how they would like to be assisted. Here are three things to think about when choosing a tech provider to design your call platform:
- Does your customer have to download an additional app to connect to a customer support agent?
- Does your call center representative have the ability to insert arrows or draw circles on the video screen to demonstrate solutions?
- Does your video platform automatically adjust call bandwidth based on location and internet strength?
Answering these questions will help you determine which is the best video call platform for your needs – and to ensure you meet your customers’ expectations for service and flexibility.
Provide Flexible Customer Support with Blitzz
If you want to deliver a more flexible, accessible customer experience, Blitzz offers a variety of video options so you can assist more customers, faster, all while solving their problems in one interaction.
In today’s marketplace, video support isn’t just a “nice to have” – it’s a must-have. Seventy-three percent of customers will consider switching to a competitor after one bad experience – don’t let rigid customer support tech be the reason.
To learn more about how remote video calls can improve your customer relationships, request a demo today.