Where are we going? The use of video conferencing in customer service

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Video-ConferencingMany of us have gone through the problem of calling a customer service number, talking to a support representative and feeling the aggravation of being given directions on how to solve a problem and “not quite getting it” as they say. It is a frustrating feeling for both parties and at the end of the day it makes you want to toss your item in the trashcan rather than have to endure another few minutes on the phone. The same irritation can be felt from the support representative as they try to guide you through whatever process you are supposed to do without actually seeing you do it.

What this shows is that there is a definite problem with the way in which customer service is conducted over the phone and, as such, there must be a better way of doing so. Unfortunately, going to the local store of the company where you bought the item from often entails having to pay some form of fee to the technical representative there which defeats the purpose of trying to save money by fixing the problem yourself or having to wait a week or so while they have it “fixed”. It is based on this that this article recommends the use of video conferencing as a means of potentially resolving the current frustrations surrounding customer service calls.

Customer service through video conferencing? Are you crazy?! Not necessarily.

You may be thinking right now that using video conferencing as a method for customer service is a crazy concept. Since there are issues related to purchasing the right equipment, setting up the server and doing a whole host of different steps in order to implement such a system. You may also be thinking that there is no way that a customer would focus on purchasing video conferencing equipment just for the sake of getting better customer service. While such assumptions are valid, the advantages of video conferencing Blue Jeans New is that you do not need to have expensive equipment installed in order to connect to a video conference.

Present day video conferencing technology has improved to the point that you can use a laptop, desktop computer or even a mobile phone to join a video conference to resolve a problem. So just imagine, all a company needs to do would be to setup its own online customer service connection and have people with issues connect via their mobile device or laptop and the customer service person on the other end would be able to see you, visually determine what the issue is and help you resolve it in a quick and easy manner.

Is this possible? Why have companies not implemented this yet?

Actually, companies have increasingly been integrating video conference based customer service into their current operations. An article on LAtimes.com that was released on September 15, 2015 actually elaborated on this very concept and showcased customer services being utilised on a wide variety of devices such as ATMs, laptops, tablets and even mobile phones. This shows that this method of customer service is getting increasingly popular for both companies and customers resulting in a greater level of integration. In fact, the use of video conferencing to help customers is not limited to large corporations; as shown by Au.insight.com, small businesses have increasingly integrated the technology in helping them directly address the concerns of their customers.

What are the advantages of this method?

The advantage of utilising this technology as compared to phone based customer service is that people with complaints regarding their product or service get a far better experience of being able to see and talk to a person as compared to merely being able to hear their voice over the phone. This creates a connection between the two individuals resulting in the customer realising that he/she is not talking to a rote emotionless voice over the phone; instead he is talking to an actual person that is there to help them. This makes them far more amenable to following instructions resulting in a better experience.

This perspective is supported by Starmedical.co.uk who in a 2013 article explained that face-to-face communication helps people to avoid misunderstandings, enables the creation of a greater degree of trust and makes the customer feel that they are being valued by the company. On the other end of the spectrum for company representatives, being able to directly see the customer and determine what the problem is would go a long way towards making the experience go a lot faster thereby reducing the amount of frustration that the customer feels towards having to have an issue fixed.

In conclusion, should my company go for it?

It depends, do you experience long call times when it comes to resolving issues from customers? Do you feel that the issues could be resolved a lot faster if the representative could directly see the problem? If you have answered yes to these questions then you absolutely should go for it and go to your nearest video conferencing service provider to find what package would be best for you.

 

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Many of us have gone through the problem of calling a customer service number, talking to a support representative and feeling the aggravation of being given directions on how to solve a problem and "not quite getting it" as they say. It is a frustrating feeling for both parties and at the end of the day it makes you want to toss your item in the trashcan rather than have to endure another few minutes on the phone. The same irritation can be felt from the support representative as they try to guide you through whatever process you are supposed...

Reading Time: 3 minutes

Video-ConferencingMany of us have gone through the problem of calling a customer service number, talking to a support representative and feeling the aggravation of being given directions on how to solve a problem and “not quite getting it” as they say. It is a frustrating feeling for both parties and at the end of the day it makes you want to toss your item in the trashcan rather than have to endure another few minutes on the phone. The same irritation can be felt from the support representative as they try to guide you through whatever process you are supposed to do without actually seeing you do it.

What this shows is that there is a definite problem with the way in which customer service is conducted over the phone and, as such, there must be a better way of doing so. Unfortunately, going to the local store of the company where you bought the item from often entails having to pay some form of fee to the technical representative there which defeats the purpose of trying to save money by fixing the problem yourself or having to wait a week or so while they have it “fixed”. It is based on this that this article recommends the use of video conferencing as a means of potentially resolving the current frustrations surrounding customer service calls.

Customer service through video conferencing? Are you crazy?! Not necessarily.

You may be thinking right now that using video conferencing as a method for customer service is a crazy concept. Since there are issues related to purchasing the right equipment, setting up the server and doing a whole host of different steps in order to implement such a system. You may also be thinking that there is no way that a customer would focus on purchasing video conferencing equipment just for the sake of getting better customer service. While such assumptions are valid, the advantages of video conferencing Blue Jeans New is that you do not need to have expensive equipment installed in order to connect to a video conference.

Present day video conferencing technology has improved to the point that you can use a laptop, desktop computer or even a mobile phone to join a video conference to resolve a problem. So just imagine, all a company needs to do would be to setup its own online customer service connection and have people with issues connect via their mobile device or laptop and the customer service person on the other end would be able to see you, visually determine what the issue is and help you resolve it in a quick and easy manner.

Is this possible? Why have companies not implemented this yet?

Actually, companies have increasingly been integrating video conference based customer service into their current operations. An article on LAtimes.com that was released on September 15, 2015 actually elaborated on this very concept and showcased customer services being utilised on a wide variety of devices such as ATMs, laptops, tablets and even mobile phones. This shows that this method of customer service is getting increasingly popular for both companies and customers resulting in a greater level of integration. In fact, the use of video conferencing to help customers is not limited to large corporations; as shown by Au.insight.com, small businesses have increasingly integrated the technology in helping them directly address the concerns of their customers.

What are the advantages of this method?

The advantage of utilising this technology as compared to phone based customer service is that people with complaints regarding their product or service get a far better experience of being able to see and talk to a person as compared to merely being able to hear their voice over the phone. This creates a connection between the two individuals resulting in the customer realising that he/she is not talking to a rote emotionless voice over the phone; instead he is talking to an actual person that is there to help them. This makes them far more amenable to following instructions resulting in a better experience.

This perspective is supported by Starmedical.co.uk who in a 2013 article explained that face-to-face communication helps people to avoid misunderstandings, enables the creation of a greater degree of trust and makes the customer feel that they are being valued by the company. On the other end of the spectrum for company representatives, being able to directly see the customer and determine what the problem is would go a long way towards making the experience go a lot faster thereby reducing the amount of frustration that the customer feels towards having to have an issue fixed.

In conclusion, should my company go for it?

It depends, do you experience long call times when it comes to resolving issues from customers? Do you feel that the issues could be resolved a lot faster if the representative could directly see the problem? If you have answered yes to these questions then you absolutely should go for it and go to your nearest video conferencing service provider to find what package would be best for you.

 

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