How to lose a customer during a video call? Customer service mistakes

Making mistakes in customer service? Why? Customer service is easy, as long as you:  

• know what your customers want,  
• communicate openly, 
• are honest,  
• act quickly and efficiently,  
• are reliable, 
• offer personalization,  
• take customer needs into account,  
• are polite & kind,  
• show empathy, 
• offer self-service,  
• can individually advise each client, 
• have in-depth knowledge about the company’s product or services, 
• are proactive, 
• act in a professional manner. 
• listen to customers’ feedback, 
• write follow-ups, 
• offer support in many channels – from telephone to video calls and chatbots,  
• are consistent within all those channels, 
• … 

As you can see, it’s very easy. Creating good customer experiences is crucial to keeping your business and brand alive. Your customers don’t take bad experiences lightly and won’t be very understanding simply because they know you. Do you know that nearly half of customers have left a brand they were loyal to in the past year because of poor customer service (Emplifi)? Or that 1 in 3 customers will leave a brand they loved after just one bad experience (PwC)? 

No customers = no business.  

If you offer video customer service, you are probably aware that many things can go wrong, from technical to human aspects. Knowing that simply one bad experience may lead to a loyal customer leaving your business forever, it’s crucial to identify the biggest challenges and problems that may arise during video calls. These challenges can be annoying and problematic for customers, causing them to disengage and potentially cut their ties with your business. So, what are some of the biggest customer service mistakes you can make?

I. Lack of Preparation 

Lack of preparation is a surefire way to lose a customer during a video call. When you fail to set up the necessary equipment and software beforehand, it creates a frustrating experience for both parties involved. Technical issues can disrupt the call and ruin effective communication. Additionally, not knowing where to find necessary information or documents for the customer can lead to delays and frustration, leaving customers dissatisfied and questioning your professionalism. 

II. Making Them Wait 

“Time is money.” And customers expect their time to be respected. Being late to a video call sends a message that their time is not valued. Moreover, if you don’t know the solutions to simple problems and spend a lot of time searching for answers, it can test the customer’s patience. Failing to address all necessary topics within the call can leave the customer feeling unheard and dissatisfied. And if you promised to follow up after the call but fail to do so – quick recipe for a disaster and lack of trust.  

III. Communication Issues 

Effective communication is crucial during video calls and for good customer service. However, a lack of clarity and professionalism in speech can create confusion and frustrate customers. They expect clear and concise information that addresses their needs. On top of that, failing to actively listen and respond to customer concerns can make them feel undervalued and cause them to disengage from the conversation. 

IV. Distractions and Interruptions 

During a video call, it’s crucial to create an environment free from distractions. Background noise or interruptions from the business side can be disruptive and convey a lack of professionalism. Customers want to feel that their needs are your top priority. Lack of attention and focus on the customer’s needs can leave them feeling unimportant and frustrated. Engaging in multitasking or being visibly distracted during the call can give the impression that their concerns are not being taken seriously. 

V. Showing only top half of your face 

The visual aspect of a video call plays a significant role in customer perception. Poor lighting and visibility issues can create an unprofessional and unappealing atmosphere. After all, no one wants to talk with only the top of your head. It’s important to ensure that your appearance and attire convey professionalism and respect for the customer. Lack of eye contact or inappropriate use of the camera can make customers feel disconnected and unengaged. 

VI. Not knowing your own products  

Customers expect businesses to possess a deep understanding of their products or services. Failing to answer customer questions accurately or providing inconsistent information can erode trust and make customers question your credibility. If you can’t provide the necessary knowledge or expertise during a video call, customers may seek alternatives that can better meet their needs. 

VII. Ignoring Customer Feedback and Concerns 

Customer feedback is a valuable resource for improving your business and enhancing customer satisfaction. Failing to address customer complaints or issues raised during the call sends a message that their concerns are not being taken seriously. Dismissing customer feedback or not addressing it promptly can result in lost trust and loyalty. Additionally, neglecting to follow up or provide a resolution after the call leaves customers feeling unheard and dissatisfied. 

The worst of customer service mistakes 

Last and biggest customer service mistake, especially in video customer service, is failing to adapt. Understanding your customers’ requirements, staying updated on industry trends, and paying attention to relevant statistics are crucial. However, knowledge alone is not enough. It is essential to take proactive steps and implement changes based on this information. By actively adapting to meet customer needs, you can provide exceptional video call experiences that build trust, foster loyalty, and ensure the continued success of your business. Remember, a satisfied customer is a loyal customer, and their positive experiences during video calls can become the foundation for long-lasting relationships. 

Ready to build lasting customer relationships through video calls?

Video In Person has helped organizations like DEKRA, Ergo Hestia and R+V initiate best practices in video customer service. Click the button below to schedule a personalized consultation with our expert and take your customer service to new heights.

Nick van Xanten