Manage Your CX: Customer Experience on Video
As we mentioned in our previous post, our company has been a global and remote employer for 20 years. You could say we have learned a thing or two about video conferencing with our employees and clients. This is the second part of the Video Conferencing Best Practices two part series. In this post we will highlight how to engage the audience and create the best customer experience possible with you and your business during a video conferencing call.
If they feel good and know what to expect, that can only help. So here are some tips:
- What to expect: Send an email prior to the call. This can be upon registration, but it is also wise to send a reminder 24 hours in advance with some details. Include a short bulleted list to help them prepare and get set up.
- Logging in takes a few minutes: Either request they log in early or plan for your meeting to start a bit late. Either is fine, but give your customer a heads up to avoid or reduce anxiety.
- Test mic & speakers during the login process: No matter that technology works for you and that you know how to manage technology. Sometimes, it glitches. So requesting this simple test while logging in will insure a positive experience and acknowledge that we all know it might fail for a minute. Most video conferencing systems will ask you to confirm your microphone and speakers during the login process. Even so, you can add a screenshot so the user can find the “test” feature quickly during the call.
- Computer versus mobile experience: While most video conference systems function on all devices, it is usually better to use a computer rather than a mobile, tablet or cell device for video calls. This is especially true if you will be presenting or screen sharing during the call. So request that your customer use a computer and ask them to let you know if it will be otherwise.
- Video link: Don’t assume that your customer knows where to go to find the video link and/or call details. I have yet to experience a company sending me too many emails about accessing the video call and I do this everyday, all day. If your customer has to scramble to find the link to your call, it affects how they show up, affecting the entire experience.
- Be Personable: A key component of allowing the customer to feel at ease is to be human. Allow them to forget they are on video and be the human side of the call they are hoping for. People are far more likely to do business with someone they can connect with, even over video conferencing.
These best practices are a few tried and tested methods that have been successful for us at Strategic Results Marketing. Our clients and employees often respond to how easy it is to be on video with us, and that should be the goal of any business currently operating remotely. We hope these help you engage and connect with your clients and employees. If any stand out to you specifically, please let us know your thoughts and how it helped you. We love to hear how you are working in your business, share your comments below!
https://uit.stanford.edu/videoconferencing/best-practices
