Call Centre Communication: Traditional Communication vs Visual Channels| 08th December 2015
Within the customer experience service industry, many companies use one single method of communication to handle each customer interaction. For example, customers are asked to call in to the centre if they have an issue or want to renew some part of their service; customers are asked to email a generic email address to change information; they might be directed to FAQs to find out more about products and processes; or they are sent electronic or paper mail when it's time for a bill or renewal.
These communication methods can be time-consuming and expensive to manage because of the sheer volume of customers being fed into these traditional communication channels.
Of course, there are still customers who prefer to phone into contact centres to speak to 'a real person'; but for Millennials and those who come after them, digital communication trumps traditional. That means using apps, text chat/instant messaging, video exchanges or social media channels before they think about picking up the phone to call.
So what are the perks of going visual?
From Single-channel to Omni-channel
The key to success in digital communications is to add to existing traditional call centre communication methods, transforming them in a way that will lower operational costs and increase customer retention and satisfaction. We don't want to make things more complicated for your customers, do we?
Creating an omni-channel communications approach will allow your customer service agents to engage with customers using multiple channels and touch-point methods. This still leaves open traditional communication methods to customers who prefer the 'call us' approach. However, combining digital channels such as personalised video, instant chat, email, screen grab recordings, images and social media to the communications mix will allow digital natives and those looking for a quick resolution to their issue to find a channel that gives them exactly what they want: a quick, easy and information-rich customer experience.
The Rise of Video…And More!
According to recent reports, consumers are spending more time watching video on their smartphones and tablets than ever before. (Hey, Instagram and YouTube aren’t huge success stories for nothing). Think about how engaging, fun and digestible video is compared with reading a written manual; customers connect much more easily with short videos or visual cues, than with lengthy text.
Creating welcome videos as part of new customer on-boarding and using video explanations can help customers understand products and processes. Combine that with video, screen sequence recordings, images, audio, text and document uploads and you’ll be exchanging truly illuminating communications between your agents and customers before you know it.
Want to know how going visual can help your business? Try these:
- Customers take quick selfie recordings and photos to show you what their issues are
- Have a virtual face-to-face conversation with agents and customers using video chat
- Send customers a video introduction of your product or service to pique their interest before they buy
- Explain how your product or service works with simple screen grab sequences
- Make a podcast to tell your story
How Can we Help?
Miituu CX is a video service solution that can be incorporated into omni-channel digital communications channels to improve customer experience, increase customer satisfaction and reduce call centre operational costs. Our video service delivers engaging and relevant content that you can personalise for your customers' needs.