{"id":25410,"date":"2021-04-28T09:28:47","date_gmt":"2021-04-28T07:28:47","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=25410"},"modified":"2021-04-28T09:28:50","modified_gmt":"2021-04-28T07:28:50","slug":"are-you-ready-for-video-customer-service","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-ready-for-video-customer-service\/","title":{"rendered":"Are you ready for video customer service?"},"content":{"rendered":"<p>Planet Earth, year 2021. More and more organizations have integrated new platforms and up-skilled their staff to cope with a huge, sudden demand for digital support. Accordingly, as new channels such as <strong>video<\/strong>\u00a0are now being used for customer service in many industries, let&#8217;s have a look at this great\u00a0<strong>opportunity<\/strong>\u00a0to deliver superior experiences and consolidate customer&#8217;s trust. So fasten your seat belt and enjoy a real use case.<!--more--><\/p>\n<h2><strong>The Digital Customer Service boom<\/strong><\/h2>\n<p>If we look at Digital Customer Service today, we realize that there&#8217;s been a strong acceleration in the last 12 months worldwide. That&#8217;s more than just a feeling as confirmed in a McKinsey study which have witnessed the rise of digital conversations since 2017. As you see below, this trend was already taking place before the 2020 boom (no need to explain why it happened).<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-25419\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/04\/McKinsey.png\" alt=\"McKinsey\" width=\"801\" height=\"474\" srcset=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/04\/McKinsey-200x118.png 200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/04\/McKinsey-300x178.png 300w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/04\/McKinsey-400x237.png 400w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/04\/McKinsey-600x355.png 600w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/04\/McKinsey-768x455.png 768w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/04\/McKinsey-800x474.png 800w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/04\/McKinsey-1024x606.png 1024w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/04\/McKinsey-1200x710.png 1200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/04\/McKinsey.png 1848w\" sizes=\"auto, (max-width: 801px) 100vw, 801px\" \/><\/p>\n<h2><strong>A video customer service usage example<\/strong><\/h2>\n<p>In this ever-changing scenario, I&#8217;m observing more industries starting to deliver video customer service: health, automotive, telco and others to follow soon. Yesterday for instance, I had a call with a financial services client already delivering <em>video customer service<\/em> for targeted customers. In a nutshell they&#8217;ve focussed on specific\u00a0<strong>customer relation\u00a0goals <\/strong>in order to:<\/p>\n<ul>\n<li>Provide customers with advise on mortgages and other high value investments.<\/li>\n<li>Lower customers efforts &#8211; by helping saving their time avoiding commuting for the above cases.<\/li>\n<li>Let customers feel closer &#8211; having a real time video conversations with their customer service specialists.<\/li>\n<\/ul>\n<p>&#8230;And of course achieving their\u00a0<strong>business goals<\/strong>\u00a0by:<\/p>\n<ul>\n<li>Standing out from competitors becoming &#8216;pioneers&#8217; in video support.<\/li>\n<li>Improving overall customer experience, thus <span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-use-digital-conversations-to-boost-your-kpis\/\">their KPIs<\/a><\/span> (my client have increased in just 6 months either their CSAT and NPS scores).<\/li>\n<li>Serving valuable assists to their sales and marketing teams increasing up &amp; cross-selling conversions<\/li>\n<li>Creating new\u00a0<span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/customerserviceculture.com\/en\/training\/\">know-how<\/a><\/span>, turning their customer service staff into video customer assistants. That is also contributing to pave the way to create new internal career paths for managers and front line staff.<\/li>\n<\/ul>\n<p>As for new competencies, download the\u00a0<strong>skill-set model<\/strong>\u00a0that I use with my clients to let them master digital conversations (now including video ones!).<\/p>\n<p><script src=\"https:\/\/beacon.by\/leadcapture\/embed\/1aa4a0cbf0a5cd47\" async=\"\"><\/script><\/p>\n<h2><strong>Let&#8217;s talk about you<\/strong><\/h2>\n<p>When you decide to deliver video support make sure to set clear goals beforehand. So ask yourself <em>why<\/em> doing it (purpose), <em>who<\/em> shall benefit (all customers or just a segment), <em>what<\/em> (all products \/ services or just few of them). Want to dive into this topic? Use this short interactive video to <strong>start our conversation<\/strong>!<\/p>\n<p><iframe loading=\"lazy\" style=\"border: none; border-radius: 24px;\" src=\"https:\/\/ask.customerserviceculture.com\/fdbazj2wk\" width=\"100%\" height=\"600px\"><\/iframe><\/p>\n<p><span style=\"color: #808080;\"><em>Image credit: Unsplash.com<\/em><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Planet Earth, year 2021. More and more organizations have integrated new platforms and up-skilled their staff to cope with a huge, sudden demand for digital support. Accordingly, as new channels such as video\u00a0are now being used for customer service in many industries, let&#8217;s have a look at this great\u00a0opportunity\u00a0to deliver superior experiences and consolidate customer&#8217;s [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":25444,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[111,121],"class_list":["post-25410","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-customer-service","tag-video"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Are you ready for video customer service? - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"Planet Earth, year 2021. Video customer service is being now in many industries. 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