5 Steps To Unlocking Business Revenue With Customer Video Chat

Business tips
Benjamin Kinnett
|
October 22, 2021
|
1:57 am

Article content:

  • 1. Common challenges support teams face
  • 2. Meet customers where they are
  • 3. Manage customer expectations
  • 4. Resolve conversations faster

With more business moving online as compared to physical shops and businesses, customer video chat is becoming the trend.Since March 2020, customer video chat has grown by a whopping 70%. So if you are looking for a new way to unlock more revenue for your business then this could be the answer. Not only is it easy and convenient for the client but it will also do the trick for you in making a sale.

But video chat goes beyond sending a Zoom or Microsoft Teams link. You can utilize video chat right on your website and chatbot. If a prospect is messaging you via your chatbot on any platform, with Conversely’s innovative and unique tool, you can start a video chat without the interruption of downloading software or pop up blocker issues.

Why should you consider customer video chat?

The use of video is growing everyday

Today, most customers will prefer a video chat as compared to an in-person or phone chat. A study done showed that two out of five people reported to be using video chat more than they did a year ago. That means that if a business wants to continue offering top notch customer service, then they will need to adopt video technology.

A powerful tool for cross-selling-and up-selling

As compared to other customer contact services, Video chat is more engaging as it incorporates both audio and visual. And have you ever heard of face time? Not the iPhone app but the actual benefits of speaking to someone face-to-face and seeing their genuine reactions? Video provides a deeper level of connection between the buyer and the seller and to help strengthen the relationship, trust and credibility. It’s not the same as an in-person sale, of course, but it helps and is the best remote tool to convert, drive sales and boost customer satisfaction.

Also, the sales team can see exactly what the buyer wants via screen sharing capabilities hence offering more personalized services without wasting time and being too pushy.

Other problems include:

  • Understaffed teams
  • Cost of customer support
  • Inability to answer customer questions
  • Recruiting, hiring, training, and retaining staff
  • Assigning and escalating tickets to the correct person
  • Managing customer expectations

A fast way to deal with customer issues

Video chat provides real-time service in a personalized way. Take for instance, when a client engages with a salesperson through video call, they are able to get their problems solved quickly since it is one-on-one. The salesperson is also able to get all the clarification that they may need from the client immediately hence providing faster resolution.

Your competitors will have no place

Customer video chat via chatbots is still not widely adopted so this is the best time to introduce it in your business. Since many business have not gotten into it, it will place you ahead of the curve. Wondering how? Customers love buying where they are served better. And this will surely make a difference.

Reduced costs through less reliance on physical locations

Live video chat among prospects, customers and employees will help reduce reliance on physical locations, time, and travel costs that come with it. Customer onboarding, training and collaboration will also become seamless and is not restricted to physical presence so everyone all over the world could benefit from the same without the need of many resources.

How To Get Started With Customer Video Chat

Introducing the customer video chat option isn’t all about improving customer support, rather it is about increasing the engagement between you and current and future clients in order to achieve more revenue. Here are the steps that will keep you on track;

Get clear on your objectives

What is the aim of adding video chat to your sales team and customer service team? This should be the first question you ask yourself. If your goal is to get prospects on a demo or trial, remember that video chat is able to start at the drop of a hat… is your demo able to do that or do you need time to prep? If time is needed, then what should your new goal be for these quick video conversations?

Everyday simple support jobs may not need video chats while complex support, product demos and training and real time consultation will. So before getting started with video chat, you have to know your main objectives and the type of service that the prospect and customer needs.

Get clear on your objectives

What is the aim of adding video chat to your sales team and customer service team? This should be the first question you ask yourself. If your goal is to get prospects on a demo or trial, remember that video chat is able to start at the drop of a hat… is your demo able to do that or do you need time to prep? If time is needed, then what should your new goal be for these quick video conversations?

Everyday simple support jobs may not need video chats while complex support, product demos and training and real time consultation will. So before getting started with video chat, you have to know your main objectives and the type of service that the prospect and customer needs.

Make it convenient and accessible

Your video chat window should be noticeable and easily accessible for clients. It needs to be strategically placed and easy to use so there is little to no friction when starting the chat. The last thing you want to do is make a bad first impression on a prospect or have clients running into issues every time they want to contact support.

Maintain salesperson or support availability

Customers should not have to wait in line for long to get an available person. They may be in the midst of an emergency and offering chat guarantees that they will talk to someone quicker than calling usually. If you are going to introduce video chat along with other chat points, then your employees have to be active and available.

Of course, setting off business hours with an emergency number if needed is also an option but that should be set up from the start. Otherwise, having inactive contact support will make the customer leave after making the first call.

Have strong internet connection

Your connectivity should be efficient if you want to get the most out of customer video chat. Having internet downtime all the time will create friction and as mentioned before, the less friction the better. Working remote is wonderful for your employees but it should be a standard that stable internet connections are needed when engaging with chat. And that should also be addressed for prospects and customers as well so nobody’s time is wasted!

Test, Test, Test

You definitely want to knowhow your prospects and customers are feeling about their video experience. One option is to have an automated or templated message at the end of calls to send out with a quick survey to review the experience. Through this, you can tell if they like it and if there are any changes that need to be made on how you explained the process of joining or how you spent the time while on the call.

Takeaway

When implemented correctly prospect and customer video chat via chatbots and messaging, will help you connect better and ultimately boost satisfaction and loyalty.

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