You’ve heard us yammer on about this for some time already: video – right now – is the face-to-face channel of our digital world. People (especially millennials) feel more engaged and emotionally connected over video. Real-time video is the future of customer experience (CX), and the most authentic way for customers to engage with your brand digitally.
It’s no wonder that more and more companies roll out video-enabled contact centers to differentiate their brand. Positive interpersonal customer experiences give businesses a clear competitive advantage, allowing them to foster repeat customers, increase revenue and sales, and reduce customer churn.
Okay. Got it. But how do you actually get started here?
Seamless workflow integration is necessary in order to maximize the efficacy of customer engagement over video. A successful deployment of video-enabled customer engagement demands significant change management.
Luckily enough, the initial steps required to bring about this change efficiently are detailed in a new eBook we recently published: Video-Enable Your Customer Engagement Workflows.
Step one, as is often the case when it comes to breakthrough technology, is to define goals and create a clear sense of urgency around video-enabled customer engagement.
To establish a strong sense of urgency, you must be able to communicate three things: Why are you introducing video-enabled customer engagement? What does it mean for the future? Why is it critical to change – right now?
Some common motivations and goals for video-enabled customer engagement include:
- Expanding the availability of face-to-face interactions between customers and subject matter experts from a centralized location, reducing travel costs and increasing customer satisfaction;
- Delighting customers and creating repeat business by providing an “in-person” experience with every interaction;
- Increasing first-call resolutions and cross-selling opportunities – BluCurrent Credit Union’s product cross-sales increased by 20% after deploying Vidyo.
- Enhancing overall brand loyalty by driving higher Net Promoter Scores (NPS) for your organization as a whole.
Keys to success during this phase of the project also include fairly standard best practices for business. For example, your vision must make it clear why video is urgent for your organization. Form a coalition of executive support for the program and build out a specific plan for the group(s) this will affect immediately. Start with a small group within your organization, if possible, and allow for analysis of lessons learned and a stronger plan for future growth.
Download the free eBook for more on the next steps. It makes the case for Video Customer Engagement Workflows, details key real-world deployment strategies and provides a solid framework for your success. Vidyo’s deep expertise in B2C solution design, project management, and agent readiness ensures a successful launch of your organization’s video customer engagement program. So get started – right now!