VIDEO
Seeing Clearly
Done with meetings, video is now on its way to revolutionising customer communications
Is there ever a good time to call the customer service line? I’d say no.
organisation because the customer can see who they are chatting with. But the big changes are in speed of service and environmental benefits. “If someone is calling about certain kinds of situations, for example a boiler isn’t working, a problem with a tap or there’s an issue with wifi, then it is possible for the customer support specialist to talk through the issue with the
Certainly I don’t dial the number with hopes of a bit of banter, and potentially a new best friend. I cast no aspersions on those who do enjoy calling customer service of course; although I can’t see myself buying you a pint! Regardless, we’ve all been there. The boiler’s packed up, the WiFi is slow, it’s seemingly impossible to set up the new computer, and you’re forced to search the manual or scroll through Google for the customer service number. From there a typical call will contain descriptions of what light is flashing, what the metre is saying, and the comically inevitable ‘have you tried turning it off and on again?’ until the problem is fixed, often after the best part of an hour. The answer to avoiding these excruciating interactions, aside from fixing your own problems, now lies in video, as Lisa Orford, Vice President and Contact Centre Manager at 8x8 explains: “Video can transform how customer support and engagement is carried out.
customer and resolve it there and then, as we’ve seen this at 8x8 through our clients. “No waiting for a specialist engineer to become available for an on-site visit: with video, quite often the issue can be solved there and then, hugely increasing customer satisfaction. Equally, even when the problem can’t be fully resolved over video, sometimes a workaround can be put in place until an engineer can be on site.” Building Trust Naturally, giving agents the power of sight is going to improve the service that they provide. According to a case study from Streem, contact centre video specialists, their client Traeger Grills have seen a reduction in call handle times,
Lisa Orford Vice President & Contact Centre Manager
8x8.com
Video can transform how customer support and engagement is carried out... it can further humanise the engagement between customer and organisation because the customer can see who they are chatting with.
“Firstly, it can further humanise the engagement between customer and
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