3 tips to use Video chat for Customer Service

What channels is your business using to communicate with customers?

Today, many big businesses are commonly seen using video chat as a communication channel. Using live video chat in customer service promotes profitability, reduces problem-solving time, and increases customer satisfaction.

Since the mid-1990s, businesses have been using video chat to take care of their customers and it has been met with satisfactory results. With the development of today's technology, the use of video chat is becoming more and more feasible. Lately, it has been getting more attention from the health and finance industries. Let us take a look at the following Skype statistics:

  • Skype has been downloaded around 1 billion times on mobile
  • Around 25% of Generation Y (1980-2000s) use Skype globally (excluding China)
  • On a monthly basis, Skype has more than 300 million active users

These figures indicate that a big percentage of customers prefer when companies use video chat to address customer service concerns. As more and more people use video chat on a daily basis, brands try to seize this opportunity to interact with their customers.

Here are 3 tips on how to use video chat effectively for customer care.

1. Investing in Recruitment and Training

Hiring suitable candidates and training them to be competent is critical to providing the best customer service experience through video interaction. Telemarketers need to have a natural and proactive attitude as today's customers are able to notice if the person is comfortable or fully knowledgeable on the product. Another factor that a telemarketer needs to pay attention to is their environment. The background should be professional looking and have an appropriate amount of lighting in every video call with customers.

Proper and adequate training for telemarketers is a must. The first step is for them to practice by themselves and then practice with a mentor who will provide direct interactions and feedback. It is with this practice that will help them understand facial expressions and body language. These simple but crucial techniques will help them understand and build trust with their customers.

2. Proactively invite customers to use video chat to solve problems

Whether you are processing a request, setting up a transaction, or addressing a customer's request- one must proactively invite them to video chat. By doing so will help you attract, improve and create a stronger relationship with the customers. Proactively inviting your customers to have their problems solved via video chat will make them feel highly valued.

For example: Customers always try to find support for products/services online. Most of them will have a difficult time understanding the process or the instructions. After unsuccessfully trying several times, the system will automatically give customers the option to use live video chat with an agent for an easier communication.

The first step to success is for you to integrate a CRM system that will collect data and store information history regarding your customers. This integration will provide a unified view of all interactions such as incoming calls, emails, and social media posts. The system will help you to easily pinpoint the number of target customers and determine when to use video chat to solve customers’ problem directly.

3. Finding the right software for you

When evaluating software suppliers, you must note that achieving success requires more than just the video chat feature. Many software providers offer software that enables telemarketers to communicate via video to customers, but more modern technologies can offer superior features such as:

  • The ability of customers to choose whether they will be contacted via voice or video call in one click without having to install other software or devices
  • Allowing agents to solve the problem according to the arising situation, ensure continuity so that the customers do not have to repeat the question multiple times