{"id":26288,"date":"2021-09-08T12:37:27","date_gmt":"2021-09-08T10:37:27","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=26288"},"modified":"2021-09-08T12:37:30","modified_gmt":"2021-09-08T10:37:30","slug":"3-steps-to-boost-video-customer-support","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/3-steps-to-boost-video-customer-support\/","title":{"rendered":"3 steps to boost video customer support"},"content":{"rendered":"<p>Financial Services, Health and Travel are just some of the industries that have increased investments in video customer service from the beginning of the pandemic on. As we are talking about <strong>screen to screen<\/strong> conversations with customers, the devil is in the details. That&#8217;s why I suggest you embrace the following approach if you want to deliver unrivaled video customer support experiences.<!--more--><\/p>\n<h2><strong>1. Choose the digital platform wisely<\/strong><\/h2>\n<p>While there&#8217;s a vast array of omni-channel digital platforms you can choose from, <strong>only some<\/strong> of them have successfully integrated <strong>video<\/strong> support solutions. So in your scouting activities, make sure that the platform you&#8217;re interested in provides essential video customer service features:<\/p>\n<ul>\n<li>&#8216;<em>Click on the video widget<\/em>&#8216; &#8211; this option allows the customer to immediately start the live conversation with a specialized digital customer assistant. To get started on the right foot, the customer needs to have access to the video conversation in seconds.<\/li>\n<li>&#8216;<em>Schedule the video appointment<\/em>&#8216; &#8211; if instead the customer prefers to fix the video conversation at a later time, he will click on an integrated widget \/ calendar choosing the date and time (see image above).<\/li>\n<li>&#8216;<em>Make video escalation<\/em>&#8216; &#8211; let&#8217;s say that the conversation with your customer started through a live chat (text only). After the first exchanges, however, you realize that it is more appropriate to continue in video chat. Obviously, in addition to the technical functionality, you will have to define ad hoc processes and method.<\/li>\n<\/ul>\n<h2><strong>2. Get ready for the video call<\/strong><\/h2>\n<p>After scheduling the call with your customer the work it&#8217;s time to get prepared to deliver memorable video support experiences. That means making sure that both <strong>technical and visual<\/strong> aspects are in order because you don&#8217;t want to offer customer experience hiccups in the midst of the video call, right? This infographic sums up pretty well the main aspects you&#8217;d better take care of.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-26298 size-large\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/09\/Cheat-sheet-video-calling-713x1024.png\" alt=\"Cheat sheet video calling\" width=\"713\" height=\"1024\" srcset=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/09\/Cheat-sheet-video-calling-200x287.png 200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/09\/Cheat-sheet-video-calling-209x300.png 209w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/09\/Cheat-sheet-video-calling-400x575.png 400w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/09\/Cheat-sheet-video-calling-600x862.png 600w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/09\/Cheat-sheet-video-calling-713x1024.png 713w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/09\/Cheat-sheet-video-calling-768x1103.png 768w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/09\/Cheat-sheet-video-calling-800x1149.png 800w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/09\/Cheat-sheet-video-calling.png 1108w\" sizes=\"auto, (max-width: 713px) 100vw, 713px\" \/><\/p>\n<h2><strong>3. Master the conversation like a pro<\/strong><\/h2>\n<p>Lights on, now you are live with the customer! No, no\u00a0wait a minute&#8230;before going live, you \/ your agents need to be <span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/customerserviceculture.com\/en\/training\/\">properly trained<\/a><\/span> and up-skilled. In fact when it comes to video customer service both wordings and gestures play a crucial role during the call. I still remember this customer experience: in april 2019 I was at Milan Malpensa airport when I saw two passengers having a video conversation with an agent tried to get information about their flight. On the other side, the support agent did not control her gesture, so that it was more than evident that had lost her patience. As you may imagine the customers were upset and decided to immediately cut off that\u00a0horrible video conversation!<\/p>\n<blockquote><p>To prevent such bad customer experiences, check out the <em>Digital Customer Service Personas\u00a9<\/em>\u00a0<span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/bit.ly\/DCSP-EN\">skill-set model<\/a><\/span> that includes a focus on video support agents <strong>skills, knowledge and capabilities<\/strong>.<\/p><\/blockquote>\n<h2><strong>Over to you<\/strong><\/h2>\n<p>Take advantage of these 3 steps to deliver video customer experiences. Have you aligned your processes and trained your agents\u00a0yet? Start our private conversation answering to this<strong> interactive video<\/strong> (with text, voice or video).\u00a0\u2193<\/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>Have great conversations.<\/p>\n<p><span style=\"color: #999999;\"><em>Image credit: Unsplash.com<\/em><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Financial Services, Health and Travel are just some of the industries that have increased investments in video customer service from the beginning of the pandemic on. As we are talking about screen to screen conversations with customers, the devil is in the details. That&#8217;s why I suggest you embrace the following approach if you want [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":26291,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[796,121],"class_list":["post-26288","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-online-conversations","tag-video"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>3 steps to boost video customer support - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"If you want to deliver unrivaled video customer support experiences you&#039;d better embrace this 3-step following approach that I use with my clients.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/3-steps-to-boost-video-customer-support\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"3 steps to boost video customer support - Customer Service Culture\" \/>\n<meta property=\"og:description\" content=\"If you want to deliver unrivaled video customer support experiences you&#039;d better embrace this 3-step following approach that I use with my clients.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/3-steps-to-boost-video-customer-support\/\" \/>\n<meta property=\"og:site_name\" content=\"Customer Service Culture\" \/>\n<meta property=\"article:published_time\" content=\"2021-09-08T10:37:27+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2021-09-08T10:37:30+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/09\/video-customer-support.png\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Paolo Fabrizio\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Paolo Fabrizio\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/3-steps-to-boost-video-customer-support\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/3-steps-to-boost-video-customer-support\/\"},\"author\":{\"name\":\"Paolo Fabrizio\",\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"headline\":\"3 steps to boost video customer support\",\"datePublished\":\"2021-09-08T10:37:27+00:00\",\"dateModified\":\"2021-09-08T10:37:30+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/3-steps-to-boost-video-customer-support\/\"},\"wordCount\":514,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/3-steps-to-boost-video-customer-support\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/09\/video-customer-support.png\",\"keywords\":[\"online conversations\",\"video\"],\"articleSection\":[\"Digital Customer Service\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/3-steps-to-boost-video-customer-support\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/3-steps-to-boost-video-customer-support\/\",\"url\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/3-steps-to-boost-video-customer-support\/\",\"name\":\"3 steps to boost video customer support - 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