Today, we can get everything at our fingertips with one push of a button, cars, groceries, goods and much more. Customers’ don’t look at businesses anymore by industry, they expect the customer experience based on how they want to interact, not how your business WANTS to interact. Customer experience is no longer measured by industry, it’s measured on what we expect across all industries. We have created a generation of socially A-D-D consumers that want and expect everything at their fingertips INSTANTLY.
The corporate landscape for customer support is to provide the best customer service at the lowest cost, this often creates customer churn. Hence, if you want your customers to stay loyal, you have to invest in the customer experience. As a result, Gartner predicts that by 2018, more than 50% of organizations will redirect their investments to customer experience innovations. Customer experiences can build up or tear down a brand if they don’t stay current in evolution of customer service technology. Furthermore, Forrester predicts by 2020, consumers will buy on customer experience vs. product or price. One Touch Video Chat technology allows you to instantly reduce costs while increasing customer satisfaction.
Some of the ways support organizations are implementing video chat:
- Allow diagnostic services for technical support where a centralized support agent needs to see what the customers is seeing. Hence, reducing handle time and costs.
- Enable INSTANT customer surveys to gain feedback post the video call.
- Implement a differentiated concierge service and/or a retention service to increase trust and remote relationship building.
- Reduce rebate and returns time with virtual returns to see product defects and issues remotely.
- Implement real time validation of products, service tags and manufacturer warranties to reduce fraud and costs.
- Assist in face to face INSTANT support and accountability in times of need such as substance abuse, suicide, bullying and emotional distress.
- Provide technician to technician support to more effectively “show” instead of “tell” any support issues.