3 Things You Must Do To Get Video Calls Right

One-way video calls add depth and personalization to customer service, sales, and support conversations. In fact, most people who use video calling for business like it so much they use it weekly or even daily.

At the same time, there are a few things you should think about before beginning your company’s video implementation. Check out these three tips to raise customer satisfaction and get the most out of your video calls.

Explain the “why”

It can be difficult to convince employees to adopt any new technology. One of the most important factors in a successful implementation is helping agents understand the “why” of the technology.

According to Forrester, 44% of online customers rate having access to a live person during an online purchase as one of the best features a business can offer. Live interaction provides such benefits as:

• Reducing abandonment
• Improving the quality of conversations
• Driving customer satisfaction

Read: Filling the Customer Service Void With Video

Adding real-time video into conversations provides an immediate, humanized element that instantly de-escalates situations. Agents become real people. Conversations have more of a “true-to-life” feeling to them, breaking down barriers built by distance and technology. The results include better customer experience, uptick in sales, and increased customer loyalty.

Read: Troubleshooting Online Audio and Video Conferencing

Agent video also helps build trust and rapport in many areas across your business: sales, customer service, tech support, and more. Video connections are especially critical during the following situations:

• Emotionally charged conversations – For example, in insurance, financial situations, healthcare, etc.
• High-touch, high-value conversations – For example, providing concierge, high-end service or closing a sale

Make it easy to use

One key to convincing both agents and customers to adopt new technology is to make it as easy as possible to use. For video calls to be adopted, the technology behind them has to be supported across all devices (mobile or otherwise), all browsers, and all operating systems.

The video solution also should integrate easily into existing systems. If you can launch the video conversation with a single click, directly from your customer relationship management (CRM) solution, you’re golden. Even better, find a solution that will proactively show you when your highest-value customers are online so you can reach out to them and provide timely assistance.

Read: Why Do You Need a CRM?

To supercharge your implementation, use an integrated solution that includes other visual engagement tools as well, like cobrowse and screen share. Sharing an online view lets your agents easily guide customers and solve any issues they might be experiencing.

One more point – make sure agents let your visitors know they are using one-way video. That way prospects and customers don’t feel self-conscious, concerned about their appearance, or worried about showing anything that should be kept private.

Read: Video Collaboration: Bridging the Online Gap Between Businesses and Clients

Provide training

Before your agents take video conversations out to the public, make sure they:

• Are comfortable using video as a means of communication
• Know if you have set up cameras to follow agent movement or remain static
• Have a chance to try video chat on each other as practice

In addition, include training on what to do – or to avoid. For example, a recent poll about video calls shows that viewers’ pet peeves include agents who eat or drink during the call, don’t pay attention, and sit too close to the camera.

Other things to watch out for include:

• Facial expression – Agents must be sympathetic to customers; no eye-rolling or showing annoyance.
• Eye contact – Don’t have agents read from a script – it looks like they’re not paying attention. Have them look directly into the camera and make sure it isn’t too low (you don’t want agents “peering down” at customers). Even better, put the video window directly under the camera. When agents look at “themselves,” customers will get the impression agents are looking straight at them.
• Body movement – Have agents keep hand and body movement at a minimum so as to lower distraction factors.
• Clothing – Consider the impression you want to convey. Some companies request standard outfits or provide clothing guidelines. Others feel that agents who dress more casually better reflect their brand.
• Lighting – Make sure customers will be able to see agents’ faces.
• Background – Think about the impression you want to give viewers. Some companies clip a blank screen to the back of agents’ chairs so as to minimize background disruption. Others like viewers to see a large or busy office, company branding, or an engaging background.

Get video calls rights and improve your KPIs

When your business gets video calls right, you can have a positive effect on key performance indicators (KPIs). For example, you can more easily:

• Close business faster
• Expand business with current customers
• Increase customer loyalty
• Reduce call handling time (CHT)
• Improve first call resolution (FCR)

So what are you waiting for? It’s time to “see” the benefits for your own business today!

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About Glance Networks

Glance helps enterprise organizations create the ultimate customer experience with smart, omni-channel visual engagement solutions. We are one of the world’s simplest, most reliable and secure platforms that enable companies to see, show and share anything online, creating a frictionless path to great experiences in sales, support and customer service. The result is improved customer satisfaction and loyalty, increased revenue growth and operational savings. From financial services and healthcare to retail and travel and leisure, even the most advanced technology and SaaS organizations – we transform the customer experience for today’s business. Learn More »

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