It’s also why they should be using video. In addition to marketing and selling to customers with video, Technical Support has found three key areas to increase customer satisfaction of our services: Personalized Customer Engagement, Knowledge Management, and Troubleshooting and Case Resolution. Personalized Customer Engagement How often, as a customer service professional or even consumer have you written or received an email that apologizes for a bad experience or a mistake? You control the branding and message, and your customers can self-service themselves more easily. Video would’ve easily shown the user exactly how to gesture, where to go, and what it looks like all in a more efficient way than simple text can. Enabling your Technical Support Representatives to provide video walkthroughs of complex troubleshooting or implementation techniques will reduce your Average Case Handle Time, engage your customers in a more positive experience and lower your cost per case. By making these videos re-usable, your teams can focus on more critical or less common types of problems, providing the team with more engaging roles and speeding up the average handle time of even the most difficult cases. Check out an example here: To view this video please consider upgrading to a web browser that supports HTML5 Video Increasing customer engagement, improving average close time, and giving your customers the power to self-serve will positively impact your business. Utilizing video ensures your customers are best positioned for success and are more engaged with your brand. It is more personal than text and less interruptive than a phone call.
The expectations of customers are changing.
In a 2017 report, Salesforce found that Customer Experience is “the defining line between companies that are struggling and those that are thriving”. What’s more, customers are saying themselves that “their brand loyalty is heavily influenced by the quality of service they receive.”
This is why your service team needs to be staying ahead of the curve and finding ways to provide the best possible experience.
It’s also why they should be using video.
Top support teams are utilizing the power of video to provide a personal touch and engage deeper with customers across the entire lifecycle. In addition to marketing and selling to customers with video, Technical Support has found three key areas to increase customer satisfaction of our services:
- Personalized Customer Engagement,
- Knowledge Management, and
- Troubleshooting and Case Resolution.
Let’s dive into exactly how video can help.
1. Personalized Customer Engagement
How often, as a customer service professional or even consumer have you written or received an email that apologizes for a bad experience or a mistake?
I’d bet at least once.
While apologies are good, apologies over email often sound insincere or lacking in empathy. Let’s face it, there are only so many ways to apologize in writing. If you introduce video, however, you introduce a whole new form of communication: body language. Now your clients will see you empathizing with them. They’ll hear their name spoken and the physical gesture of a hand reaching out to them directly, which shows your team means their issue seriously.
Speaking in short, clear, actionable sentences along with verbal pauses give you the ability to add resolve to your messages and more easily demonstrate commitment to improving. Video also invites a more open dialog with your clients by humanizing your message and opening yourself up to a response.
On a brighter note, video doesn’t only have to be the way you crawl (graciously) back from a mistake. It can also be used for positive outreach! Try replacing automated text-based “thank you” notes with personalized videos. You’ll be guaranteed to stand out in your customer’s inbox as well as make them feel like they’re worthy of your time (always great for that NPS score). Check out an example of one of these that I recorded below:
|
|
2. Knowledge Management
Today more than ever, customers expect a seamless experience. Apps for your phone don’t come with manuals and software applications are moving to digital knowledge-bases instead of lengthy PDFs or printed guides.
The easier you can make it for your consumer to use your product, the better. A 2015 McKinsey customer experience survey of 27,000 US consumers across 44 industries found that companies that focus on providing a superior and low effort experience across their…
COMMENTS