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The subject of video chat and co-browsing for customer service is becoming popular by the day. This is probably thanks to Amazon鈥檚 Mayday service that raised the standards for digital online support. This type of service however requires companies and service providers to be prepared with regard to various best practices, which are described in this article.
How to use Video Chat?
Although many use video to interact with friends and family and occasionally in professional meetings, using video chat in a spontaneous and instantaneous interaction with customers is different:
Just as Amazon is doing with Mayday, it is advisable not to force the customer to appear on video. Many like to see the representative Nate Thompson Jersey Youth , but are still reluctant to be seen. Representatives need to get used to that and feel at ease with being seen. They need to appear friendly, smile from time to time and listen to the customer鈥檚 needs.
Representatives need to be able to communicate through VoIP or over the phone and be seen in video 鈥?the video can contribute to higher confidence of the customer when interacting with the representative. While on camera, representatives should keep a distance of one yard (meter) from the camera. It feels better from the customer perspective and helps avoid situations where the agents look as if they are not looking into the camera.
The background should be authentic and reflect the nature of the business. Don鈥檛 use special backdrops or other elements that hide the environment.
Proper lighting should be directed at the sales representative as it contributes to high quality image.
Finally, representatives should look very professional Jordan Weal Jersey Youth , seat straight and communicate as they would do in a face to face, real live meeting in order to gain the customers鈥?confidence and their business.
How to use Co-browsing?
The benefits of working on content together at the same time, especially when customers need help, can be immense. It can speed up process by providing the assistance needed while looking at actual relevant content Paul Byron Jersey Youth , such as a checkout page, rather than just describing it by voice or text. It is important to understand the terminology when we talk about this subject. Screen sharing can be seen as a kind of an invasion to a customer personal space almost as a visit by a service person, whom we have never met before, to our home. Co-browsing on the other hand restricts the exposure of the customers鈥?online activities to only specific elements within the browser and the site they view. Yet Joel Armia Jersey Youth , even with co-browsing representatives need to learn how to put the customer at ease and overcome our natural instincts to minimize any sharing with strangers. Here are a few tips:
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