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Step up Customer Assistance with Live Video Support

How to use live video support in customer service

Innovative ways to provide customers with immediate assistance, guidance and support lies at the heart of every customer-centric organization. Live video support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. Live video support can be used by customer service agents either to initiate a face-to-face live video chat support session or to offer live video interactive assistance.

Live video chat support

With live video chat support, face-to-face communication is established between agent and customer. Depending on the business model, the agent may either start the video chat from the start or use it to escalate a text-based chat or voice session. The human-interaction drives a personal connection as agents can pick up on customers’ body language and tone of voice. This benefit has been duly noted by businesses with Gartner Research estimating that approximately 100 of the top 500 corporations worldwide use video chat support for customer-facing interactions.

Use Cases:

Shopping Concierge: Video chat support allows agents to connect with online customers in real time, offering them advice and recommendations that directly increase sales. Examples are advice on color matching, feature comparisons or style recommendations.

Customer inquiries: When customers turn to a company for help, video chat support gives a face to the business. This is ideal for customers looking to make travel arrangements, change the details on their hotel stay, report a defect in a purchase or see a product demo.

Employee onboarding: With video chat support, staff trainers or mentors can help a new employee learn the ropes by providing video-based guidance to answer questions or provide direction.

Example:

Personal Capital is a wealth management firm that uses video chat to improve the onboarding of new top-tier clients and maintain trusted relationships with those clients long term. With the idea that personalization builds credibility, Personal Capital’s advisors provide instant, personalized financial services to clients so they can invest with confidence. A growing number of brokerages and financial planning firms, including Bank of America and TD Ameritrade are following suit, offering financial advice with a personal touch via online video chat support.

Live video interactive assistance

Live video interactive assistance enables agents to visually guide and collaborate with customers. The technology combines video streaming, where online media is simultaneously recorded and broadcast in real time to the viewer, with augmented reality, an interactive technology that superimposes a computer-generated image on a user’s view of the real world. The combination of these two technologies creates a powerful collaborative solution for remote visual guidance. More efficient than auditory communication, visually highlighting the desired action will enable the customer to comprehend and execute the instructions faster and more satisfactorily. With Goldman Sachs  predicting that AR will be an $80B market by 2025, it seems that more and more forward-thinking companies will be implementing live video interactive assistance.

Use Cases:

Technical Support: Especially useful for troubleshooting and product unboxing, agents can use live video interactive assistance to more quickly identify technical issues visually.

Once the issue is identified, the agent can visually guide the customer through the steps,  leading to better customer experience and higher resolution rate. Examples include Internet connectivity, cable wiring issues, troubleshooting TV error messages, and unboxing a new coffee machine etc..

Billing issues: Agents can use live video interactive assistance when a shared view of a document is required to solve issues such as billing inquiries, invoice clarification, personal detail updates, coupons, returns and damaged goods.

Visual claims: Live video interactive assistance can enhance the entire insurance claim cycle by delivering faster and more accurate claims processing, more efficient remote adjustment, better risk classification, improved documentation handling and reduced fraud.

Sales: Live video interactive assistance can reduce abandoned carts and unsigned contracts by providing an engaging and interactive customer experience that helps close the sale right on the spot.

Example

Amazon Mayday: First launched in 2013 in connection with the Kindle Fire, Amazon Mayday was an in-app video support that connected an Amazon agent with the Kindle customer with the tap of a button. Customers saw a live support agent, while the agent’s view was limited to the customer’s screen. Once the agent assessed the Kindle Fire issue, they could guide the customer to the resolution by annotating on the screen.  Amazon customers gave high marks to the service, especially due to their speedy response rate — less than 15 seconds.

Recently, due to misuse and high costs, Amazon discontinued Mayday for Kindle support. However, Mayday has evolved to Mayday Screen Sharing, which is offered on Amazon-supported devices via free customer support, 24×7, by tapping on the Phone & Email icon or via the Help App on the device home screen.

TechSee’s has taken this idea to the next level with their intelligent visual engagement platform that provides live video interactive support using computer vision and augmented reality to a wider market. One customer benefiting from TechSee’s technology is Vodafone,a Tier-1 communication service provider that supports a wide range of hardware devices and services. Live video interactive support helps ensure more efficient issue resolution, less costly hardware replacements and truck rolls, and higher levels of customer satisfaction. For example, by seeing the connections on the back of a customer’s set-top box, router, or modem, an agent can immediately understand the problem and guide the customer to the correct connections.

Benefits of live video support to your business

  • Improves customer experience and NPS score
  •  Demonstrates a commitment to personalization
  • Drives contact center and operational excellence:reduces truck rolls, lowers NFF returns, improves FCR
  • Drives contact center and operational excellence:reduces truck rolls, lowers NFF returns, improves FCR
  • Reduces operating costs
  • Empowers agents and lowers attrition
  • Shortens  staff training
  • Drives competitive advantage

4 steps to choosing a provider:

There are several live video support solutions on the market. On the most basic level, the solution must efficiently connect the customer service agent and the customer with minimal friction.  In addition, there are four key areas to focus on when researching live video support providers:

  • Capabilities
  • Access
  • Integrations
  • Platform quality and track record

1. Robust platform with key capabilities: Once you determine your Use Case based on your business requirements and KPI goals, look for a robust solution with the features that best suit your needs. Key capabilities  can include: annotations on live video, ive and photo modes, and the ability to support communication even in mediocre mobile coverage conditions.

2. Access: Is the technology easy for customers to access? Check whether it is delivered via a browser or whether an app download is required. If an app must be downloaded and installed, it presents a barrier to customers who often are wary of the process or simply don’t have the time.

3. Integrations:  Look for an ecosystem-friendly platform that is based on open APIs to maximize data integration and agent workflow. Some key integration features are single sign-on, integrations with CRM, customer app and knowledge base, and customized call flow support.

4. Proven track record: The provider should have experience! Due your due diligence when checking for a relevant customer base, proven capabilities, and recent success stories.

Summary

Live video support is growing in popularity across a wide range of businesses due to today’s technological advancements, consumer demand for personalization, and the proven value it brings to the enterprise. Whether your specific use case requirements call for live video chat support or for live video interactive assistance, the technology offers numerous benefits to companies that choose to harness the solution to enhance their customers’ experience. Is your business on board?

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