Customer Service
Utilising video communication for enhanced customer service solutions
Globally, businesses are increasingly turning to video communication to enhance the quality and efficiency of their support services. Recent studies indicate that video customer support can lead to a 73% satisfaction rate, far higher than 61% for email and 44% for phone support.
With advancements in customisable video conferencing, businesses can now offer tailored support solutions that not only enhance customer satisfaction but also streamline operations and reduce costs. This shift towards video customer support spells success for the customer support domain in various ways:
- Customer onboarding videos
- Asynchronous video support
- Video knowledge bases
- Upsell and cross-sell with videos
- Community engagement
This blog explores the significance of video communication in customer service, focusing on its benefits, implementation, and the future of customer support through this medium.
Why you should go for video customer support?
The shift towards video conferencing in customer service is driven by the growing need for more personalised, interactive, and immediate customer service solutions. Video customer support enables businesses to offer real-time visual assistance, making it easier to resolve complex issues, build trust, and deliver a superior customer experience.
- Enhanced problem resolution: Video customer support allows customers to visually demonstrate their issues, enabling agents to provide more accurate and timely solutions. This method is particularly effective for troubleshooting technical problems that are difficult to describe over the phone or via email.
- Increased customer satisfaction: The ability to see and interact with a live agent can significantly boost customer satisfaction. According to recent data, video customer support services have been shown to achieve a 73% satisfaction rate, which is markedly higher than traditional support channels.
- First-Contact Resolution (FCR): Video customer support increases the likelihood of resolving issues during the first contact, reducing the need for follow-ups and minimising customer frustration. This efficiency not only improves customer satisfaction but also decreases the workload on support teams.
- Personalised service: Real-time video communication offers a more personalised experience, as agents can tailor their assistance based on real-time visual cues from the customer. This level of personalisation helps to build stronger relationships and foster customer loyalty.
- Cost-effectiveness: By reducing the need for physical site visits and improving the efficiency of support operations, video customer support can lead to significant cost savings for businesses. It also allows support teams to handle a higher volume of queries without compromising on quality.
Explore a range of customer engagement strategies | Learn more
Operationalising the video conferencing model for customer service
Implementing a video conferencing model for customer service requires a well-thought-out strategy that addresses both the technological and operational aspects of the service. This model not only enhances customer interaction but also optimises the workflow of support teams. Below is a guide to effectively operationalising this model:
Select the right platform: Choose a reliable and secure customer service outsourcing partner that offers features such as screen sharing, recording, and real-time annotations in its video conferencing platform. Ensure the platform is customisable to meet the specific needs of your business.
Ensure compatibility: Integrate the video customer support system with your existing Customer Relationship Management (CRM) tools to streamline customer interactions and maintain a unified support experience.
Technical training: Equip your customer service agents with the necessary skills to use video conferencing tools effectively. This includes training on how to handle technical issues that may arise during a video call and how to utilise the platform’s features to enhance customer interactions.
Soft skills development: Train agents in soft skills such as maintaining eye contact, using positive body language, and delivering clear communication. These skills are crucial for building rapport and trust during video interactions.
Workflow optimisation: Integrate visual customer engagement into your existing customer service workflows. This includes setting up escalation paths for complex queries that may require video conferencing and ensuring that agents can seamlessly transition between different support channels.
Data management: Implement a system for recording and analysing video interactions. This data can be used for quality assurance, training, and improving the overall effectiveness of the support service.
Communication strategy: Inform customers about the availability of real-time video communication and how to access it. This can be done through email campaigns, website announcements, and interactions on other support channels.
User-friendly access: Ensure that the video customer support service is easy to access for customers, with minimal technical barriers such as the need for software downloads or complex setup processes.
Feedback collection: Regularly collect feedback from both customers and agents to identify areas for improvement. Use this feedback to refine the video support process and address any issues that arise.
Performance monitoring: Continuously monitor Key Performance Indicators (KPIs) such as first-contact resolution rates, customer satisfaction scores, and average handling times to assess the effectiveness of the video conferencing model.
How can Infosys BPM help with visual customer engagement?
Customer service outsourcing solutions from Infosys BPM focus on different objectives, like business and operational metrics, profits and cost savings, reduced need for service and better service. With an innovative team that operationalises digital capabilities, Infosys BPM offers video customer support capabilities along with a range of modern digitalisation solutions.
