Until the pandemic began, it was easy to ensure proximity to customers through physical establishments or face-to-face meetings. However, it is clear that this fact marked a turning point in the way we relate to each other, leading companies to look for alternative channels to maintain contact. In this sense, means of communication such as video calls became a fundamental instrument.

Although many companies have already included it in their communication strategy, many are not yet aware of its full potential. In addition to allowing two parties to talk as if they were face-to-face, video calls offer many other advantages, such as increasing the number of contacts in the company and, therefore, the possibility of finding potential customers.

To help you learn about its advantages and the best way to start using it in your business, at Fonvirtual, we have prepared this guide with everything you need to know to provide customer service by video call. Keep on reading!

What is a video call?

Precisely because it became a very popular form of communication in the pandemic, almost everyone knows what a video call is. However, it is important to clarify its main characteristics in order to optimize its use in our company.

It is a form of real-time communication in which two parties interact via audio and video support. In the process, users can exchange text messages, as well as share documents, multimedia files, and even the screen of their device.

When we talk about the use of this channel in companies, although the term videoconference is often used as a synonym, there is a difference that should be highlighted. In the case of the video call, it is the customer who, through a button incorporated in the business website, starts the conversation. In the case of video conferencing, on the other hand, it is impossible for the customer to take the initiative, as the business must create a “meeting room” and share it with the customer.

In which cases is it recommended for companies to make use of video calling?

Typically, companies tend to use this medium internally, especially in teleworking situations. However, more and more businesses are becoming aware of the advantages of this communication channel externally, that is, with potential and actual customers. Some examples of the use of video call in business are:

  • Sales: during the purchasing process, users value the presence of a salesperson to help and advise them, especially when it is a more complex one. In provide-customer-service-by-video-callthis sense, the participation of an agent by video call will add great value to the process and increase the chance of closing a sale.
  • Product samples: some businesses not only physical shops, but also, an online one where they offer their products. However, in the latter case, there is a drawback: customers cannot physically see the product and therefore do not get a good idea of it. With a video call button on our website, this problem disappears. The user can make a free video call to an agent in the shop where the product is located. This way, he or she can show it to the customer in real time.
  • Technical support: in the event of a product or service failure, you will be able to contact a technician via video call. Thus, there is no need for either party to travel if it is something that can be easily solved remotely, as the agent will be able to guide you and show you the process to follow easily.
  • Follow-up: customer service does not end once the purchase has been completed. It is always important to check that everything is working correctly and that the customer has understood how the product or service works. Video calls are a great way to do this, as they allow for demonstrations of the product or service.

Benefits of providing customer service via video call

As we said earlier, the fact that we can see each other as we talk brings us closer. This, of course, is very positive in any situation, but especially in corporate customer service, as it brings “warmth” to conversations and leads to long-term relationships with them.

Other benefits of serving our clients by video call are:

  • Help resolve customer queries more quickly: sometimes customers have questions and problems that are difficult to solve without a demonstration. In this regard, video call solutions can be very useful. By sharing files, and even the device screen, it is easier to guide the customer and visually show them the process to follow. In this way, technical issues can be solved quicker.
  • They allow them to get to know customers better: related to the previous advantage, the fact of being able to maintain visual contact with the consumer helps the agents to know better what they expect from the company and to offer them a solution that meets their needs.
  • Reach a larger number of customers: one of the main benefits of providing customer service by video call is that communication does not depend on location. All you need is a device connected to the Internet. In this sense, customers from anywhere in the world will be able to contact the company and viceversa, which is a great opportunity to increase and diversify our sales.
  • Scalability: in a video call conversation, as in other channels, it is possible that the agent does not know the answer to the customer’s question or needs assistance from another colleague. In this sense, this form of contact makes it possible to include other people in the course of the conversation in order to guarantee the customer a solution.
  • Improves the company’s image: by solving problems in less time and providing more accurate solutions, the quality of the service offered by the company is enhanced, which has a positive impact on the company’s image among consumers.

How to serve your customers by video call?

Now that you have opted for the video call as a customer service channel, it is important that you know how to implement this means of communication in your company:

Find a specialized solution provider

The first thing to do is to find a provider that offers the best video call solution for your business. To do this, you will need to consider the following aspects:

Do I need to install or download any software?

Some providers require applications or software to be downloaded or even physically installed in the company in order to provide customer service via video call. This depends to a large extent on the technology used, as this is the case for SIP protocol.

A technology such as WebRTC, being an open source protocol, allows real-time communication through any browser. In this way, by accessing Chrome, Mozilla, Safari… we can make a video call without needing to download anything.

What level of communication security does it offer?

In a video call, as in any form of communication over the Internet, it is necessary to ensure that interactions are secure, especially if sensitive data is shared.

In the case of a WebRTC video call, unlike other protocols, the conversation is end-to-end encrypted, so both the customer and the company can be sure that there will be no possible data leakage.

Can video calls be taken from anywhere and on any device?

The most important thing about a video call solution is that it allows agents to take calls from any location and any device, be it a computer, mobile or tablet.

Today, it is common to find many employees working remotely. This is why there is a need for an enterprise video call system that promotes mobility and ubiquity. WebRTC solutions are ideal in this regard, as they do not rely on a physical device or the download of softphones, allowing agents to take video calls from anywhere in the world where there is a stable Internet connection.

Implement a video call button on your website

To make it easier for customers to contact you, once you have chosen the video call solution that best suits your needs, the next step is to insert a button on your website via a widget. You can include it in as many places on your website as you wish, as well as modify its design to fit your corporate identity.

Make sure you have an omni-channel communication solution in place.

For video call customer service to be effective, it is essential that it is part of an omni-channel communication solution.

By having all customer service channels connected (voice, video and chat), the agent will be able to manage all interactions from a single platform, and will even have the ability to switch from one channel to another.

At Fonvirtual we offer you a tool to unify your customer service channels: our virtual PBX. With it, you will be able to provide a quality service and manage your video calls and all your voice and video interactions from the same platform. Moreover, as it uses WebRTC technology, you will not need to download anything, and you can access it from anywhere and from any device with an Internet connection.

If you want to know more about our solution, do not hesitate to contact us. We will advise you and answer all your questions so that you have the best communication tools for your company.

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