Customer experience
Anna Gorina
27 March 2024
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Customer service is essential for any business. A negative customer interaction can spread by word of mouth, but so can a positive one. While traditional call centers have existed for decades, they lack some of the features of face to face interactions. As consumers shift their shopping habits online, customer service is also making this transition. Contact centers have become more prevalent as more and more companies transition from traditional call centers to offer live chat and video support for their customers. Since customers’ expectations are only getting higher, this technology is being implemented in a wide range of industries to improve the customer experience.
Live video support is customer support conducted via video in real time. The customer service agents interact with customers who can both see their faces and hear their voices. This visual interaction allows the support agent to communicate empathy and to understand the customer’s emotions better.
When a customer experiences a service failure, the benefits of video chat are crucial to achieving service recovery. Indeed, classical chat software offers many advantages for your business depending on the use cases, but a live video chat allows much more, as a complement to live visual assistance. Using video chat software, the agent gets a better idea of the customer’s issue with your product or service. This software can be a mobile app or a web app like ViiBE, which requires no installation. A simple SMS message or a web link is all that is needed to connect to a ViiBE call from any device.
Augmented Reality (AR) enhances the capabilities of remote assistance. As this technology becomes widespread, its usefulness becomes more apparent across the board. Tools like ViiBE have AR-enabled features to empower your support team to assist your customers better. ViiBE allows support agents to circle the screen to draw the customer’s attention to something important. This helpful functionality is installation-free and works with the customer’s existing hardware.
If you have specialized AR hardware, ViiBE has got you covered too. ViiBE integrates into RealWear’s augmented reality hardware and allows experts to guide technicians in real-time. Since ViiBE’s web app is platform-agnostic, you can use it on any device without worrying whether your hardware has become obsolete.
Live video support is an excellent tool for customer service that builds upon existing systems. Adding this channel of communication improves customer interactions in any kind of use case. There are several different ways to use it in customer service, here are three main use cases:
This is the most common use case. The customer contacts your service directly to resolve an issue with your product or service. This is the most conventional way to use live video support and the most analogous with traditional call centers. Live video assistance adds new functionalities you didn’t have over the phone. Video chat allows the customer to show and not just tell their issue. With ViiBE’s video chat, your customer can also easily share documents with your agent. ViiBE’s expertise call routing helps the support agent put the customer in touch with the right expert from the beginning. This saves time and increases customer satisfaction.
Potential customers may visit your website to learn more about your product or to browse before purchase. An excellent idea is to offer website visitors the option to easily connect to a representative if they have any questions or concerns. You can integrate co-browsing into this to follow along with their activity on your website. Co-browsing with live video chat creates a rapport between the agent and the customer, similar to a brick-and-mortar store. It allows your agent to provide your customer with a more personalized experience by making suggestions based on their browsing.
After a customer has experienced an issue, it is essential to review what happened. Following up with customers to ensure their satisfaction with a survey is crucial to any contact center’s success. ViiBE’s knowledge management tool allows you to access past interactions, which it organizes under individual tickets for each issue. Multiple calls from one single customer are organized under one ticket. You can use ViiBE’s knowledge base for quality control as well as for training purposes. It is important to have a system to flag reoccurring customer issues into a knowledge base and update your training and processes to prevent the issue from happening again.
Every company is unique in its needs and ambitions. ViiBE’s video assistance solution is customizable according to your company’s use case and budget. ViiBE gives you the flexibility to implement its technology as you see fit. You can use ViiBE as a standalone video support platform or a “plug & play” solution integrated into your existing call center platform. You can also create a virtual call center with your own agents spread across the globe. Whether you are a big company or a small enterprise, ViiBE can help improve your customer service.
VelyVelo uses ViiBE to help maintain its fleet of electric bikes for delivery services. Thanks to ViiBE, VelyVelo has reduced repair times and increased customer satisfaction by guiding customers through repairs themselves. VelyVelo integrated ViiBE into their existing ticketing solution and now connects their customers to a mechanic with a simple SMS message, no software installation required. ViiBE’s ease of use has been proven in a wide array of industries and use cases.
Excellent customer service is key to achieving customer satisfaction. Live video adds a new dimension to your customer interactions and gives your support agents more capabilities. ViiBE has designed its software to be easy to use for both your staff and your customers. It has the flexibility to work on anything from a smartphone to an AR device without installation. It can integrate easily into your existing call center software or allows you to create a virtual call center. As our many success stories have shown, ViiBE is the best way for your company to improve customer service with live video chat technology.
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