Video calling can be an excellent way to engage with customers on your website, whether it's used for sales or support purposes.
Having said that, there are certain things you need to think about before you integrate a video calling feature to your website. Watch the video find out our Top 5 things to consider when video calling your customers.
Hey guys! Thanks for tuning in. Today we're going to be talking about video calling. I'm going to be giving you my top 5 things to consider when video calling your customers, so let's get started!
The first thing to consider is that video calling is personal. This can be a really great thing for building rapport, but only if your agents are up to it. Video calling can be hugely successful, if your agents are relaxed, confident and competent in front of the camera.
If the agent is uncomfortable in front of the camera, this can become quite awkward for the customer and conversation can then become jarring.
So the second thing to consider is that you are visible! I know it might sound obvious but remember that your customers can see you. Appearances count for a lot in making a good first impression, so make sure that your agents are well-groomed and smiling.
It's also an excellent way of showing off your company's professionalism. If you have a state-of-the-art incredible call centre, show it off if you don't...make sure you tidy up first!
The third thing to consider is making sure you have good audio-visual. Make sure your agents are in a well-lit space, where the customers can hear them clearly. You might have the most fantastic agents in the world, but bad audio-visual can be incredibly distracting for the customer.
The fourth thing to consider is to use video calling as a way to defuse tension. In lots of cases, customers are getting in touch with a contact centre because they're unhappy with something. If a customer feels disconnected to the person at the other end of the phone, this can allow tension to rise quite quickly.
Video calling can actually be used to help defuse tension in these situations, because the agent and the customer both can see that they're speaking to a real person, and not just an empty voice at the other end of the phone.
The fifth thing to consider is body language. Studies have shown that up to 93 percent of communication is nonverbal. While it's important for agents to keep in mind their own body language, it's also really important to keep an eye on their customers body language and any changes that they might see.
Try to make the customer feel at ease and try to pick up on social cues this can help keep the conversation honest, and flowing in a positive direction.
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