They say that seeing is believing. For that reason, many organizations are turning to video chat to build trust and enable more seamless communication with customers. In its report “Trends 2015: The Future of Customer Service,” issued at the end of last year, Forrester wrote, “In 2015, we predict that customers will continue to demand effortless interactions over web and mobile self-service channels. They also will explore new communication channels such as video chat with screen sharing and annotation.”
Today, video chat capabilities are available through Unified Communications (UC) platforms, such as Skype for Business and Avaya Scopia, and service offerings, some of which are free like Google Hangouts or FaceTime. By enabling face-to-face communication, video chat can enhance small business customer experiences, and also improve operational efficiency and boost sales, in the following ways:
Make interactions more personal: When it comes to asking a question or getting help, many companies provide their customers with the choice to phone, email, chat or even text. Social networking sites provide another customer service channel. However, there still is nothing like interacting with a real person (and seeing a smiling face) to boost engagement. According to Brian Manusama, research director at Gartner, “Video chat provides customers with a richer sense of presence, personalized experience by helped coordination of communication and the support of emotional expression, and the real-time sharing of content.”
Enhance technical support: Small businesses can use video chat for technical support. Customer service reps can step-by-step show a customer how to set up or use a product or fix a problem. In this way, video chat can resolve customer issues more quickly and possibly eliminate the need for a service call.
Resolve problems in the field faster: Field service representatives often rely on phone support from other technicians. But verbal communication has its limitations when a problem is complex. The use of video chat during a product installation or repair can reduce the time it takes to get a customer up and running.
Cross-sell and Upsell: Video chat can help cross-sell and upsell products. When a customer calls in to make a purchase, a customer service rep can demonstrate a companion product or a more fully-featured model at a higher price point to close a more profitable sale and provide a more comprehensive customer solution.
Headsets ensure audio clarity
Whatever way you choose to use video chat in your small business, the use of headsets will improve communication by cutting out background noise to ensure audio clarity. Background noise can seriously hinder communication with customers because it’s distracting and can lead to misunderstanding. Find out about Plantronics headsets to support your small business video chat needs.