Imagine you try very hard to implement a new video support channel for customer service, you spend hours working on it, you finally show it to your customers, and… they don’t want to use it. They find it difficult; they have issues connecting to the call, once the Internet connection gets weak, they’re immediately disconnected, and a lot of things don’t go as smoothly as they were supposed to. Just because the channel is new, doesn’t mean your customers would immediately use it or like it. That’s why in this article I will address customer acceptance of video customer service. 

Customer Acceptance 

Customer acceptance is a critical aspect of a product or service’s success in the market. It refers to the willingness and satisfaction of customers to adopt and use a product or service. Think of it as a job interview. Much like a successful job interview where a candidate’s skills and personality align with the company’s needs, customer acceptance occurs when a product or service aligns with the needs and preferences of the target audience. 

Customer Needs 

The biggest part of customer acceptance is addressing customer needs. If a product solves a real problem or fulfills a genuine need, customers are more likely to accept and adopt it. With customers demanding more convenient solutions, and 86% stating they would leave after just 2 poor customer service experiences, it is vital to meet their demand. Understanding these needs and problems is crucial for companies aiming to improve their customer service strategies. After all, the better you know your customers, the better you can service them. 

Customers’ Pain Points 

Some of the most common customer pain points with customer service are: 

Long Wait Times: Customers often experience frustration when they have to wait for extended periods before connecting with a customer service representative. If your customer has to wait for an answer for hours or even days – it’s a big problem. 

Repetitive Information Requests: The need to repeat information multiple times across different interactions can be irritating for customers, especially when they expect seamless and connected service. If they mention something in a message, and then you call and ask for the same information – you can expect them to be annoyed. 

Limited Availability: Traditional channels may have restricted availability, leading to inconvenience for customers who require assistance outside regular business hours. 

Lack of Multichannel Support: Customers today expect support across various channels (phone, email, chat, social media). Traditional channels may not offer the flexibility and convenience of multichannel support. 

Difficulty in Issue Resolution: Complex issues may be challenging to resolve through traditional channels, especially when detailed explanations or demonstrations are necessary. 

Impersonal Interactions: Customers may feel like just another case or ticket number when interactions lack a personal touch, diminishing the overall customer experience. 

Addressing Customer Needs & Problems 

While customers seek personalization, they equally demand convenience. The struggle to reach a live agent amidst automated systems, the frustration of repeating information across multiple touchpoints, and the desire for businesses to be present where customers naturally are – are the nuanced challenges that businesses must navigate and address. So how can you make sure that the new solution you introduce to your customers in fact works and meets your customer’s needs? 

Video Support for Customer Service 

Video support for customer service not only addresses common pain points but can also become a pivotal solution for businesses aiming to revolutionize their customer service strategies. It is not just a new channel; it’s a dynamic link that connects businesses and customers in real time, fostering a more efficient, personalized, and satisfactory service experience. 

 Countering Common Pain Points: 

1. Ease of Use: 

One of the primary concerns during the adoption of new channels is usability. Video support, particularly if it can be accessed through a simple link without the need for app downloads, eliminates the complexity associated with traditional channels. It’s easy to use and requires minimal effort from both customers and service representatives. 

2. Scheduling for Reduced Wait Times: 

Video support provides an innovative solution to the long wait times customers often endure. By incorporating scheduling features, businesses can arrange appointments for video calls, ensuring customers connect with a representative at the exact scheduled time, and minimizing waiting periods. 

3. Unified Information in One System: 

Tired of repetitive information requests? Video support systems often integrate with CRM platforms, ensuring that all customer information is readily available in one system. This eliminates the need for customers to repeatedly provide the same details across different touchpoints. 

4. Multichannel Support with Video: 

Addressing the demand for multichannel support, video support seamlessly integrates as a new channel. Customers can now receive support through video, complementing existing channels such as phone, email, and chat, offering a more flexible and convenient service experience. 

5. Quicker Resolution of Complex Issues: 

Video calls provide a dynamic platform for resolving complex issues. Real-time interactions, coupled with the ability to share screens, annotations, and additional materials, empower service representatives to offer immediate, effective solutions, minimizing the time and effort required for issue resolution. 

6. Enhanced Personalization: 

Video support offers a unique opportunity for businesses to connect with customers on a more personal level. Features like face-to-face communication, annotations, and screen sharing facilitate a more personalized interaction, addressing the need for both personalization and convenience. 

7. Automatic Translations for Language Barrier: 

Overcoming language barriers becomes effortless with automatic translations during video calls. This feature ensures seamless communication with customers, fostering connections regardless of language differences. 

8. Brand Trust and Customization: 

By adopting a branded video support solution, businesses instill trust and confidence in their customers. Customization options, including branding, feature selection, and integration with existing tools, provide businesses with a tailored solution that aligns with their and their customers’ unique requirements. 

Video Support and Customer Acceptance 

As I’ve mentioned at the beginning, just because the channel is new, doesn’t mean your customers would immediately use it or like it. Customer acceptance is vital for the success and sustainability of a new customer service channel. Companies that prioritize customer needs, deliver quality products, and foster positive customer experiences are more likely to gain acceptance in the market, leading to customer loyalty and long-term success. There are a lot of challenges in introducing a new solution to your customers. However, knowing their needs and problems can help you pick the right solution for customer service and address them. 

Looking for a video support solution for your customer service? 

Transform your customer service strategy effortlessly. Schedule a demo and discover how video support with Video In Person can revolutionize your business. 

Malgorzata Sikora

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