Offer Your Callers the Choice of Video... and Be Prepared to Answer Them

In the previous post, we outlined some of the best use cases for video-enabled customer service; applications that require a special level of trust and reassurance, like telehealth monitoring, financial services/tax prep, and tutoring.

We'd go a step further and note that even certain e-commerce scenarios -- those whose products or services are complex or costly -- are helped by look-me-in-the-eye customer service. This is something e-commerce merchants can test for themselves, using Google Analytics and correlating call-me or video-call-me button-click events with purchases and sales totals.

Best, you can conduct this experiment with little to no capital investment. Here are easy instructions for inserting OnSIP's InstaCall "let's talk face-to-face" button and building your queue of call takers on your web site.

When you set up an OnSIP queue, video communication is offered as an option by default. You are given code to copy/paste into your web site; this code displays the customizable "Call us!" button that launches the WebRTC, browser-based voice/video call. You, as site owner, can disable the video option, but if agents are equipped and ready for video (as most of their laptops are), any video-enabled callers get the option to see and/or be seen when they hit that button.

InstaCallAs customer service manager, your only task, then, is preparing your agents/support people to leverage the power of visual impressions. Obviously, video contact spells the end of agents working from home in jammies. But here are some less self-evident tips:

  • Make sure they look at the camera -- not the PC screen below it. That's where the line of sight is face-to-face (and why Teleprompters reflect their text off an angled pane of glass, enabling the televised to look directly into the studio camera).
  • Make sure they are visible against a clear, uncluttered background; preferably one with the company logo on it. This creates a professional, consistent image across what may be a geographically dispersed staff of call takers. And just like in-person, brick-and-mortar retail sales help, your agents can sport shirts with the company logo.
  • Avoid background noise. It distracts from a sales discussion and adds mental workload to those calling for tech support. Such noise sources include barking dogs and messages arriving on smart phones or PC screens.
  • Place balanced soft light sources at your agents' eye level, behind their screen. Harsh overhead light is unflattering. Backlighting (window behind your speaker) may fool the camera into underexposing, putting your agent in shadow.
  • Keep their video presence visible while sharing screens or co-browsing. If they are sharing screens in a parallel app, encourage them to keep their faces and chat boxes open in a corner of the computer screen.

Video queuing also gives you a chance to up your branding game with video-on-hold. Just as traditional on-hold audio can play music, tell you about seasonal specials or simply share info on your business, OnSIP's video queue, via YouTube, can play video on-hold messages; perhaps montages of your friendly staff, reassuring customer testimonials, or relevant how-tos. Find that setup information here.

 

Topics: SMB Leadership, Business Technology