Direct Video Support: The Key To Excellence At All Service Levels




By Stephen Dignan, Vice President of Global Marketing at LogMeN

The “Customer is King” slogan has never been more important than in the era of social media. A single negative experience with a business can open up the debate at its widest, which in turn will not only affect the customer base but also its impact on potential customers. Where the experience of bad communication is spread as infection.

A recent survey by LogMeIn showed that 82% of customers stopped dealing with a brand because they had a bad support experience. In fact, there is a perception among clients that six different attempts are needed to solve the problem. There are also growing numbers of digitally active customers who have expressed dissatisfaction and disappointment at the presence of many unfinished services and the lack of personalized, fast and collaborative customer service.

Digital markets are facilitating consumer shifts, which make buying and selling smooth and natural. The move to another competitor is immediate and direct. To address the threat of this business, you should look for multi-channel support with a strong focus on live videos. Let me explain why.

Directions to consider

A recent survey by LogMeN has revealed three fundamental transformations that directly affect brand building and customer service:

Customers use mobile phones. About 53% of customers use mobile phones to search for products before they buy, and 44% use appliances to make purchases while 83% use them to support customers.
Customers are fully aware. The survey found that 72% of customers search on the Internet before contacting the agent, and that 69% of them do the actual search while dealing with the agent. At the same time, only 49% of call centers track the digital behavior of customers.
Customers are required. Expectations are high, with 45% of consumers today expected to have live chats within one minute of their request. Ninety-one percent believe that there should always be a means of communication with the direct agent, and 72% of the customers said that they have abandoned their mobile sessions due to the complexity of the details of the process.
At a time when customer expectations are high, there is considerable evidence that companies are not keeping pace with the current situation. On average, companies use 18 or more interfaces in their communication solutions; agents lack contextual data and customer records; and 47 percent of call centers believe that technology has long been blocked by customer service excellence.

Full picture

With customers who rely on information and are looking for personalized service, you need to take into account the need to involve them in every part of the sale, from promotion to post-purchase support. You should also have a communication platform where you have customers and provide them with their favorite channels – chat, video clips, social media and messaging applications – as well as the need to organize information across systems and contact points in order to provide a comprehensive view in time between the client And the agent. In addition, there is a need to continue troubleshooting follow-up from the first time each time.

Most professionals believe that service focus and personalization help increase customer satisfaction, develop loyalty and generate more potential customers. 74% of consumers believe that personal service encourages them to experiment with new products and services. 89% of companies expect the customer experience to be the benchmark for 2017. So your platform should provide clear, historical and valuable data to the agent and provide customers with a unique service that allows them to enjoy a supportive and humane experience.

You can make a big leap toward the ideals of service customization and problem resolution from the first time, using the interactive video service and the built-in reality. Field service organizations can not only simplify their operations and increase reform rates for the first time, but can also reduce travel and other general expenses associated with field visits.

The video service is a relatively new support channel, but it has the ability to open doors to new competencies, complementing existing communication channels for a complete solution, whether through an agent at the call center or through a delegate.

The birth of the business again

While video support is part of the platform, you have to take into consideration that customers are changing the problem. They have mobile devices at hand and call service centers at the beginning, so they can reach the agent who owns their record. If the agent can not resolve their problem, they can use the video support service. To see the matter before their eyes allows the agent to respond to them in an endless and productive manner, in turn providing more targeted support.

Many problems are resolved in the call center using a similar setting. But when the field visit becomes necessary, the video can be used to help field technicians to increase problem-solving rates from the first time. Professional technicians can share previous video connections with those in the field, or provide support to partners, using interactive whiteboard technology or chat layers to guide technology on-site through repair work. The video platforms also allow less experienced technicians to leave the field on their own and seek help when faced with new situations.

Therefore: personal service results in an increase in problem-solving rates from the first time; and reduced travel costs and working hours. Direct video support is also the future of customer service excellence.


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