Serving your customer has always been an important part of your business, but one more of your business is done online, how do you maintain the same high levels of customer service? One way that you can do that is by bringing back the off-line customer experience, but tailoring it for increasingly-connected world.
Using video is an excellent way to do just that. In fact, live chat is considered to be the best form of customer service available today, and according to Bain, just a 5% increase in your customer retention rate can improve your profitability by up to 75%. With such a small improvement in customer tension leading to such a large increase in profitability, why aren’t you using video solutions like live chat? If you’re unsure of where to start, then here are five great ways that your business can use video to improve your customer service.
Use Live Chat For Customer Support
You may have guessed that live chat was one of the improvements that you could make to your business to improve customer service, and you’d be right. Live video chat is one of the best ways that you can connect with customers, and using live video chat in a customer support capacity will allow you to take a dissatisfied customer and better turn them into a happy one.
One key concern when it comes to live video chat for customer support is that you really need to make sure that your video quality is as high as possible. Customers may be contacting you on a variety of types of Internet connections, and you need to know that your video service is able to handle both low and high bandwidth connection speeds. Video chat companies like Agora.io provide a plug-and-play solution to video streaming that you can use today.
Use Live Video for Customer Onboarding
Live video isn’t just a great solution for customer support, but it can be used throughout the customer acquisition lifecycle as well. A great way to do this is by using live video for customer onboarding, something that can improve the customer experience and lower your costs as well. If your company is dependent on onboarding, then using live video to do this onboarding and training will lower the cost of travel and make it more convenient for your customers to set up a time to do a live training. They will be able to ask questions and interact just like you were in the room, even if you are across the world.
Set up Live Webinars
One of the best things about using live interactive video is that you can broadcast your message to anyone who wants to listen. This makes video an excellent option for webinars, which naturally benefit from an increased back and forth between the presenter and the participants. You can set up webinars for individuals, but you can also host group webinars. The natural benefit of hosting a webinar is that you can then use any of the video that you create to set up a video training module or advertisement for your customers. You can also use many of the questions asked during the webinar in your marketing materials, or in your FAQ and training materials to more proactively answer customer questions.
Create Customer Review Testimonials Using Video
There is no better review for your business than from a current or past customer. While any testimonial is a good one, using video allows your customers to better connect with the message and it can show that it’s coming from a real customer. While there is no difference in the message, using video creates 22% higher engagement, according to Hubspot, and when you are delivering a message as important as past customer praise, you want to make sure that your viewers are engaged as possible.
There is no end to the options available when you decide to use video for your business, but you need to make sure that you’re doing it properly. Picking out one or two options to begin using video is the best way to start to learn this new marketing medium, and you’ll be surprised at just how quickly you’ll be able to integrated into every part of your business.
Are you using video today? Let us know how you’re doing it in the comments.