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demonstrating the better service that their agents are providing now that they can utilise video. On top of this, Traeger Grills saw a 30% boost in customer KPIs. First call resolution increased by over 60%, 74% of customers said Traeger support was fast and easy, and agent satisfaction rose above 90%. As a result of the introduction of video, Traeger has clearly been able to improve the experience of the customer but also the agent. According to Jack Fisher, Pre-Sales Consultant at Nasstar, trust is at the heart of the advantages video brings to the Contact Center. “Video helps to build trust with customers and improve customer satisfaction by providing a more personalised experience. It empowers reps to identify the root cause of problems and offer an effective solution faster, thus reducing the overall number of customer touchpoints. “Brands can also escalate their VIP customers or high-value cases to video- enabled agents for more effective resolutions.” “The benefits of introducing video are numerous,” said Gene Caballero, Co Founder of GreenPal and former contact centre managing director. “Especially when it comes to reducing resolution times and improving first-call resolution rates, as issues can often be resolved more efficiently through visual aids. “One of the reasons for that is that the use of video can help build trust and rapport with customers, as they can see and interact with a real person. It can also increase customer satisfaction by providing more personalised support and visual demonstrations.”
Jack Fisher Pre-Sales Consultant
Comfort in Sight With all these positives there has to be a reality check. This one comes in the form of how comfortable each person is being seen, because while video can help build rapports, factors like video call anxiety can tear down any relationship that was building. Caballero went on to add that “some customers may be hesitant or uncomfortable with using video, and it may not be the most practical solution for all types of inquiries.” Fisher agreed, adding “sometimes customers don’t feel entirely comfortable interacting over video, so it’s important to have multiple communication methods available. Thankfully, service providers are always innovating and working hard to address these challenges. “Microsoft Teams, for example, will soon be rolling out new features such as avatars for those who don’t feel comfortable with video, but still want to experience enhanced digital interactions.” Avatars may be an eventual solution to the problem, but agents who are feeling anxious will be looking for a solution now. In order to mitigate these concerns, Orford said that introducing video to the contact centre needs to be carried out with sensitivity. “There’s a lot that needs to be considered when introducing video and ultimately it comes down to what is right for each company’s customers. Some people like video tech that follows a person about, while others would rather have it tight on their faces and not showing a lot of the area around them. “Equally, it always needs to be permission- based with agents giving customers the option of video and having the customer understand what that means, along with getting consent if the video is being recorded and stored.
nasstar.com
Gene Caballero Co-Founder
yourgreenpal.com
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