video call in an office

Video customer service solutions are rapidly growing and gaining popularity. Considering that 41% of customers expect video chat as an option to discuss their service requests you can understand its value. With 50% of website visitors using their mobile phones to do so, quick and easy video customer service should be something you should offer customers.

Video Customer Service 

If you’re looking to provide even better customer service to your clients, it’s important to make sure that you have a complete understanding of their needs and problems. Video customer service is a great way to communicate with customers and learn about their experiences with your product or service. It also provides them with a more personal experience. 

What valuable information can you collect during a video customer service call?

There are different valuable pieces of information you can collect during a video call with a customer. Let us have a look:

  1. Pictures: Photographic evidence of high quality can be collected. Whether a picture of a damaged good or a first-line inspection of a site.
  2. Video Recordings: Record a specific part of the entire interaction with your customer. Video recordings play an important role in supporting various customer service use cases.
  3. Geo-localization of Participants: Check the geo-localization of participants. This is especially important if you are handling a location-specific customer service request. Quick and easy to confirm participants are at the location they should be.
  4. Documents: Share and even digitally sign documents during video sessions with customers. Particularly important if you wish to close a deal or confirm a customer’s request with their signature.
  5. Measurements: Using the measurement feature allows you to measure the width, length, and height of objects using AI-powered measurement tools. Especially vital to handle claims or customer service requests involving objects.
  6. Transcript of audio: Enable transcription of audio to provide you with a word-by-word confirmation of the conversation between your agents and your customers. Vital information when it comes to compliance cases.
  7. Reports: Generate reports to share with call participants, or to use for internal analysis of agent performance. Reports allow you to track, assess and evaluate the performance of agents during a call.
  8. Annotations: Draw or annotate on-screen during video sessions. This allows your agents to support and guide customers through various use cases. All annotations can be recorded and stored.

How to optimize collecting information during video customer service calls?

Collecting necessary information about your customers’ needs can not only help you solve your customer’s problems faster but also gives you an idea of what to improve in dealing with future customer service inquiries. Many different video communication solutions on the market may help you with optimizing that process. However, you need to keep in mind that not all solutions may fit your individual needs. That is why it is important to gather your requirements, decide on use cases and test different solutions so that you can deliver the best experience to your customers. 

Would you like to learn more about customizing video software solutions to your use cases?

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Nick van Xanten

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