Visual Engagement as Advanced Support
In today's digital era, customer expectations have risen exponentially, and businesses must keep up with these expectations to retain customers and maintain a competitive edge. One of the ways to achieve this is by offering advanced customer service through inbound video chat, co-browsing, and visual engagement strategies.
These technologies have revolutionized customer service, allowing businesses to connect with customers in real-time and deliver personalized experiences. It's time to take the step forward into advanced customer service using these technologies.
The Challenge: Improving Customer Service for a Contact Center
A leading retail brand was facing challenges in delivering exceptional customer service. Customers were increasingly dissatisfied with long wait times, disconnected interactions, and needing to repeat information over and over. The organization needed to improve its customer service delivery to retain customers and maintain its reputation.
The Solution: Inbound Video Chat, Co-browsing, & Visual Engagement Strategies
The financial institution decided to leverage advanced customer service technologies, including inbound video chat, co-browsing, and visual engagement strategies. These technologies allowed the institution to connect with customers in real-time, provide personalized experiences, and resolve issues quickly.
Inbound Video Chat: With inbound video chat, the financial institution was able to offer face-to-face interactions with customers. This technology enabled customer service representatives to see customers and empathize with them, improving customer satisfaction.
Co-browsing: Co-browsing enabled the financial institution to share screens with customers. This technology allowed representatives to guide customers through complex processes, such as filling out forms or navigating the institution's website.
Visual Engagement Strategies: The financial institution also utilized visual engagement strategies, such as no-download video chat & mobile camera sharing, to enhance customer interactions in any environment, on any device. These visual aids helped customers understand information better and made the experience more engaging.
Customer Service Benefits of Inbound Video Chat
Provides a more personalized and humanized interaction with customers, boosting customer satisfaction and loyalty.
Allows customers to visually demonstrate their issues or questions, making it easier for support representatives to understand and diagnose the problem.
Reduces the need for back-and-forth emails or phone calls, which can save time for both customers and support representatives.
Builds trust and transparency between customers and support representatives by providing face-to-face communication.
Can be used to gather feedback or conduct customer surveys in real-time.
Provides a competitive advantage over businesses that only offer traditional support channels.
Customer Service Benefits of Cobrowsing
With cobrowsing and screensharing, customers can receive personalized, visual support that can help resolve their issues quickly and easily.
Cobrowsing and screensharing can help support agents better understand the customer's problem by seeing their screen, which can lead to more effective and efficient issue resolution.
Customers appreciate the ability to receive real-time support through cobrowsing and screensharing, which can result in increased satisfaction and loyalty.
With cobrowsing and screensharing, agents can see the customer's screen and guide them through the solution, resulting in quicker issue resolution and reduced call duration.
Cobrowsing and screensharing can be a cost-effective solution as they reduce the need for additional support channels, such as in-person or phone support.
The Outcome: Higher CSAT, Lower Handle Times, & More!
Inbound video chat, co-browsing, and visual engagement strategies offer a powerful way for businesses to deliver advanced customer service. These technologies enable businesses to connect with customers in real-time, provide personalized experiences, and resolve issues quickly.
For retail, telecomms, financial institutions, or any other customer service hub, these technologies can improve Net Promoter Scores, reduce wait times, increase efficiency, and improve business outcomes.
As customer expectations continue to rise, leveraging advanced customer service technologies is essential for businesses to remain competitive and retain customers.
Visual Customer Service that Integrates With Your CRM
Recursive Labs unified Visual Customer Engagement software was built for enterprise customer service, call center, & CCaaS teams that utilize major CRM or VCC platforms like Salesforce, Zendesk, Microsoft Dynamics, Amazon Connect, & Five9. We also scale down to businesses of any size! Run your own CRM? No problem. We can provide our Open API so you can build custom connectors.
Recursive Labs is an industry leader in next generation visual customer engagement software in the form of secure no-download cobrowse, screenshare, video chat, & mobile camera CRM software. We help companies connect customers & support teams seamlessly through no-download visual engagement tools that integrate with major CRMs.