Video has increasingly become an essential aspect of our daily lives. Many of us use video chat daily in the workplace or in our personal lives to catch up with friends and family. And I am sure you have watched several YouTube tutorials over the years.
Visual engagement is not a platform that only belongs in our personal lives. It improves CX by reducing the time your team spends on each query, improving customer satisfaction and increasing first-contact resolution rates. It can also provide customers with a more engaging and interactive experience, leading to increased brand loyalty and repeat business.
So, what is real-time visual engagement? It includes visual engagement tools like video conferencing and video tutorials to interact with customers in real time. When 53% of consumers have admitted that video content is what they want to see more of, it is worth bringing it into your CX strategy.
If you want to start leveraging this approach in your business, this blog covers the key benefits and what you must consider before deploying a solution.
Clearer communication with customers
Video conferencing is an effective tool for enhancing communication between your staff and customers. By providing a face-to-face interaction, video conferencing enables staff to convey emotions and body language, which they would lose over traditional communication channels like phone or email.
Video conferencing is particularly useful when a customer wants to discuss complex issues or products. For example, technical support staff may need to walk a customer through a complicated software issue, or a salesperson may need to demonstrate a product’s features and benefits. In these situations, video conferencing can provide more detailed and personalised explanations, leading to greater customer understanding and satisfaction.
In addition, video conferencing can also help build trust and establish rapport with customers. By seeing someone’s face and expressions, customers are more likely to feel heard and taken seriously, which increases loyalty and satisfaction.
Self-service with video tutorials
Video tutorials are a highly effective way to educate customers on using products or troubleshooting problems. They provide customers with a visual demonstration of how to perform a task, making it easier for them to follow along and understand complex processes.
You can use video tutorials in various situations, such as introducing a new product or providing customer support. For example, a software company may create a video tutorial to walk customers through setting up a new account.
Video tutorials can also reduce customer frustration and improve satisfaction. When customers encounter problems with a product or service, they may become frustrated and give up on finding a solution. By providing a video tutorial, you can help people resolve issues quickly and easily, leading to higher satisfaction levels.
Moreover, video tutorials can be a cost-effective alternative to traditional customer support channels. Rather than hiring additional staff to handle phone calls, your business can create a library of video tutorials that customers can access on demand.
Collaborate with customers via screen sharing
Screen sharing is a powerful tool that enables businesses to engage with their customers in real time by allowing them to see what is happening on their screens. It has become essential to modern customer experience strategies, allowing businesses to provide personalised and interactive customer support.
One of the key benefits of screen sharing is that it provides a visual representation of the problem or issue that the customer is experiencing. It helps to eliminate confusion and miscommunication, as the customer and the support representative can see the same thing at the same time. By doing so, the support representative can provide clear and concise instructions on how to solve the problem, while the customer can follow along step-by-step.
Another advantage of screen sharing is that it allows for real-time collaboration between the customer and support representative. Both parties can work together to solve the problem, rather than the customer having to rely solely on the support representative for assistance.
Increased efficiency across your business
Real-time visual engagement can significantly reduce the number of customer interactions needed to resolve an issue, resulting in cost savings and improved efficiency. Using visual communication tools like video conferencing, staff can quickly identify and resolve customer issues in real time, eliminating the need for multiple interactions and reducing the time spent resolving the issue.
One example of where real-time visual engagement can be more efficient is in technical support. When customers encounter technical issues with a product or service, they may struggle to explain the problem over the phone or through email. Customers and staff might engage in a lengthy back-and-forth exchange, often frustrating both parties. With video conferencing, staff can visually diagnose the problem and guide the customer through troubleshooting, resulting in a faster and more efficient resolution.
In addition to improving efficiency and reducing customer frustration, real-time visual engagement can also improve staff productivity and reduce costs for the business. By resolving issues in fewer interactions, staff can handle more customers in a shorter amount of time, increasing their productivity. Additionally, visual communication tools allow your team to resolve issues more quickly, reducing the overall cost of handling customer inquiries.
What to know before deploying visual platforms
While real-time visual engagement brings many benefits, you should consider some key points before implementing these solutions:
- Ensure compatibility with your contact centre software: You should not leverage platforms that cannot become a natural extension of your software. Either use a solution that integrates with your existing software or adopt a customer service platform with visual engagement.
- Start with a pilot program: Instead of immediately implementing the technology across the entire organisation, start with a small pilot program to test it and identify any challenges or issues.
- Ensure compliance with data privacy regulations: Ensure the technology is secure and compliant with relevant regulations, especially if staff and customers will share sensitive data via video conferencing.
- Provide training and support: Ensure your team has the training and support needed to use the technology effectively and provide excellent customer service.
- Monitor and measure results: Regularly monitor and measure the impact of the technology on customer satisfaction, staff productivity, and other key metrics to ensure that it delivers the desired results.
By following these tips, your business can successfully implement real-time visual engagement technology and reap the benefits of improved customer engagement and satisfaction.
Real-time visual engagement can bring many benefits, including better customer communication, improved understanding of products and services, and more efficient issue resolution. You can differentiate your business by leveraging visual engagement to provide personalised and engaging CX.
For businesses considering adopting this technology, it’s important to consider the best practices for implementation and adoption. With the right approach, real-time visual engagement can help your company improve CX, build customer loyalty, and gain a competitive advantage in the market.
Why work with Premier Contact Point to enable real-time visual engagement?
Customer service has become the differentiator that distinguishes you from your competitors. You need to drive strong connections with your customers across voice and digital channels to elevate CX, build your brand and grow your business.
With Contact Point, your customers can easily move through their channel of choice, including chatbots, instant messaging, email and voice.
If exceptional customer service is important to your business, we can help you create meaningful and memorable experiences. Visit our Premier Contact Point for Business page for more on our platform.