Video Contact Center is predicted to be a new trend that promotes the effectiveness of sales and customer care activities of enterprise 4.0. The changing shopping habits of customers, along with social fluctuations and distance due to the Covid 19 pandemic, make it even more urgent to apply a Video Contact Center to adapt to the new business environment.

The article will help you understand the necessary information to build a professional online sales process with Video Contact Center, with the following contents:

  • What is a Video Contact Center?
  • Benefits Video Contact Center 
  • 3 ways to build an online sales process with Video Contact Center

What Is A Video Contact Center?

Video Contact Center is a form of communication between businesses and customers via video calls, besides the usual communication channels such as a hotline, Facebook, Zalo, chat, email, and SMS,... It can be said, Video Contact Center is an advanced switchboard system compared to conventional contact centers, helping businesses bring superior customer experiences.

Through images, customer service staff can assist customers with clear and intuitive information that cannot be conveyed by normal verbal or text communication. It can be said that Video Contact Center marks a new era for enterprise Contact Center systems.

>>> Read more: What are the pros and cons of Video Contact Center?

Benefits Of Video Contact Center

Different from the existing Contact Center forms that focus on receiving, responding, and taking care of customers across multiple communication channels, improving customer satisfaction, and indirectly affecting revenue; Video Contact Center opens up a preeminent competitive advantage, helps businesses develop online sales channels, increase sales capabilities as well as create superior customer experiences, directly contributing to increasing business revenue.

  • Increase reliability when purchasing: visual images, consultants and customers see each other; Camera sharing mechanism, screen sharing, and documents help employees easily guide detailed information such as face-to-face meetings.
  • Increase customer experience and satisfaction: staff can capture customer emotions, make appropriate adjustments, interact through voice, body language, emotions, remove doubts, show empathy, easily solve the customer's problem on the first call
  • Make a difference, leading in customer experience: businesses providing services via Video Contact Center bring convenience to customers - something that competitors have not yet provided, thereby increasing customer reach products even when facing barriers of geographical distance, adverse weather, limited time, can sell to customers anywhere, in any geographical area from offices, stores
  • Save investment costs for equipment and infrastructure: businesses can take advantage of existing devices of businesses/employees such as laptops, and smartphones with cameras to provide sales services via video call, without the need to invest more expensive costs.

3 Ways To Build An Online Sales Process With Video Contact Center

#1. Customers book a consultation to buy goods/services via Video Call on the company's website/mobile app  

Through scheduling, employees will have some time before the call to prepare: move to the product display area; set light and sound to support the picture; check the internet connection,...

Sales businesses with a flexible sales team, not a fixed position, selling tangible products (household appliances, electronics, refrigeration, clothing, ...) often apply this form to be able to maintain ownership. Active in creating the best customer experience through video calls.

The sales process through video call schedule will include the following steps:

  • Step 1: Customers access the website/mobile app, select the product they are interested in, then choose a consultation time with the staff via video call and register.
  • Step 2: Businesses send a message/email confirming successful registration, with a link to a video call to customers

 

  • Step 3: Before the time comes, businesses send SMS reminders about the video call consultation schedule
  • Step 4: Customers access the link, make a video call to the company's switchboard
  • Step 5: Consultants use Video Contact Center software, receive calls on phones/laptops with cameras, conduct consultations, take customers to visit, and introduce products through
  • Step 6: The call ends and the business displays a survey popup for customers to evaluate the quality of the staff's advice
  • Step 7: Businesses send customer care SMS, convert to orders.

#2. Customers click the video call button on the website/mobile app of the business.  

With the integration of a video call button right on the website/mobile app of the business, customers can shorten the distance when they need support and service advice. Businesses connect with customers as soon as they need advice, service support to help increase conversion rates, and successful registration.

Large businesses, with dedicated customer support staff, often prefer this method to create a superior customer experience and solve customer problems quickly. Banks and financial companies often apply this process that allows customers to make video calls directly from mobile banking applications to verify accounts, identify online eKYC, open savings accounts, open loans, etc. ... Insurance companies apply this process to develop and complete online non-life loss assessment procedures such as car and motorbike accidents,...

>>> Read more: The vital role of a contact center for financial services

The customer service process via video call to the switchboard will be done through the following steps:

  • Step 1: Customers visit the website/mobile app of the business, search for services that need support, click the free video call button on the screen
  • Step 2: Video Contact Center system connects calls to the customer service switchboard suitable for customers
  • Step 3: Call center staff receive customer calls, receive customer service requests, perform customer information authentication operations
  • Step 4: The customer gives a photo of his/her identity card/citizen identity, reads the necessary information to authenticate the account
  • Step 5: Video Contact Center staff support customers, note information in customer information management records, create jobs, and transfer to support departments for processing,...
  • Step 6: The call ends, then the business sends a notification to update the processing status to the customer.

#3. Customers download the Stringee app and scan the QR code to make voice/video calls with businesses. 

This is a professional form of online sales via video call used by many small and medium businesses to reach customers while not having to invest a lot of money in the technical support team. Businesses use the Video Contact Center software itself to create a separate QR code for customers to call video calls.

The sales process via video call with the Stringee app and QR code is done as follows:

  • Step 1: Customers go to Google Play/Appstore, download the Stringee app and log in
  • Step 2: Customers use the Stringee app to scan the QR code of the business, click to choose to call via video call
  • Step 3: Consultants receive calls on Video Contact Center software
  • Step 4: Call ends, staff store and manage customer information on Video Contact Center

Wrapping Up 

With the availability of software delivery platforms, businesses can quickly build their own Video Contact Centers. However, in order to have a professional sales process, businesses need to clearly define the purpose and goal of building a Video Contact Center for businesses, avoiding the conversion of the majority, not associated with the development strategy. specific development of the enterprise.

If you are interested in building your own Video Contact Center for your business, register here for detailed advice.