Let’s face the facts; when talking with your customers, traditional communication strategies are a thing of the past. They’re like fossilized bones. You can dig them up again, but they aren’t going to start walking around and acting how they would’ve back in the day. Something is missing. Something crucial.
Modernity.
Everything is online nowadays. Video chats and live chats have made a considerable mark on the way businesses communicate with their customers. Times have changed.
There is one thing that’s stayed the same, however. The customer journey needs to be smooth, and a customer needs to feel like your company aligns with their needs in all the ways they interact with it. Without such an alignment, you might as well wave goodbye to the customer. People don’t have time to wait around. The competition is fierce and the customer is unforgiving.
Why Is the Customer So Important?
Here are a few stats for you to consider:
- Research from Dimension Data has revealed that improving digital customer experience led to a rise in revenue for 84% of businesses.
- 92% of businesses reported an increase in customer loyalty.
- 79% of businesses revealed it allowed them to save on costs.
You should also consider that 96% of customers in Microsoft’s research say that customer service plays a role in their choice of and loyalty to a brand.
According to Vonage, video chat in customer experience is set to explode the most out of all methods. Its usage, compared to other methods of communication, is around 14% today. It’s expected to rise to 27% over the next 6-12 months.
The report also states that the number one reason that customers switch brands is due to feeling unappreciated.
I could keep listing stats about the importance of customer experience for days, but if you’re here I’ll assume you already know how critical it is and this little refresher has doubled down your desire to know the top 10 ways to improve your sales strategy through recording video calls.
10 Ways Recording Video Calls Helps Improve Customer Service
For simplicity’s sake, the 10 ways will be broken into three categories:
- Benefits for the customer
- Benefits for the sales person
- Benefits for the business as a whole
Benefits for the Customer
1. Improved Interactions with Customers
If you’re running a customer-centric business, then observing customer service representatives in action is essential. Just like you can’t improve any other skill without analyzing your current methods so you can identify what needs changing, customer support is no different.
By recording customer support video calls, using an online meeting recorder like tl;dv, you can understand your customers’ needs on a much deeper level. Just be on the lookout for ways that you or your team might not be fully listening or understanding the customer’s point of view. While you might be tempted to act like Ian with some of the user feedback you get, try to understand your users a little more.
@tldv.io We love constructive criticsm #productmanager #product #tech #productmanagement #corporatehumor #startup
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2. Personalized Service
One of the best ways that recording video calls can improve customer service is by personalizing the experience for each customer. You can refer back to previous interactions with a customer to understand their history, concerns, and preferences better. If a customer feels remembered, they’ll instantly gain more loyalty.
This is made super easy with tl;dv’s video library and AI-powered search function so you can find the video you’re looking for in seconds. Customers love to feel special, and this is a great way of utilizing video calls to get to their hearts.
If you can master this technique, you can be sure to increase customer loyalty. Customers like to feel heard, and like to feel remembered even more. It makes them feel more like friends than consumers.
Benefits for Sales People
3. Quality Assurance
Recordings can be reviewed to assess the performance of customer support representatives. It can help identify weaknesses and check if representatives are following protocols. This, ultimately, benefits the customer as they receive better treatment, but it benefits the sales people even more as it allows them to permanently modify their process, rippling into their interactions with all future customers.
Being able to watch footage of your own performance is key to improving and expanding upon your knowledge. It allows you to spot flaws and biases that you may not be aware of in the heat of the moment. While it might be awkward to watch and listen to yourself on video, it’s well worth it if you want to become a better salesperson.
Remember, though, don’t just watch yourself. Monitor the customer’s reactions and their body language. Do they shut down or switch off at any point? Why? Do they laugh or smile or open up at others? See if you can identify what caused it. The better you get at identifying what turns your clients off and what engages them deeply, the better you become at selling your product.
- Spot interesting body language or reactions from your customers.
- Watch to see if you (or the representative you’re analyzing) caused it, and if so, by doing what.
4. Training New Customer Support Members
What better way to train customer support representatives than by showing them footage of all the video recordings you’ve got saved up from your interactions with customers over the years. With tl;dv, you can make a highlight reel out of your videos, choosing the most instructive clips to include, so that it makes onboarding a breeze.
This goes for other employees with internal meetings too. Employee onboarding software that records meetings will help you easily get your new workers up to scratch. After recording your internal meetings, you can quickly and efficiently get your new recruits up to speed with how the business works and what’s expected of them. They can see how colleagues interact with one another and get a greater sense of the work community. This is especially true for remote and async teams.
5. Performance Evaluation
By analyzing call recordings, managers can evaluate the performance of customer service representatives objectively. This evaluation can help identify top performers, recognize their strengths, and identify areas where additional support or training may be needed.
This is also an exciting opportunity to allow your employees to learn from each other. If Andy is able to make customers feel comfortable very quickly, this is a skill that can be highlighted and shared among other representatives. However, Andy may have a problem with bias in his results, whereas Sarah is very objective and not emotionally involved. For this, Andy can learn from watching Sarah’s technique and style.
6. Compliance
While compliance doesn’t sound like the most fun topic in the world (it’s not), it’s important if you want to stay out of hot water.
Call recordings serve as documentation for compliance purposes. In regulated industries, such as finance or healthcare, recording customer interactions helps ensure compliance with legal and industry-specific requirements. Additionally, these recordings can be used as training materials for new hires or ongoing compliance training for employees.
While this can be an industry-specific benefit, and it’s not as fun as improving a skill or personalizing the customer experience, it is arguably just as critical. Navigating the bureaucratic minefield of compliance, particularly in emerging industries like blockchain technology where the laws are somewhat hazy, is essential.
Benefits for the Business as a Whole
7. Feedback and Innovation
Listening to customer interactions through call recordings allows organizations to gather valuable feedback. By understanding customer needs and pain points, businesses can identify opportunities for innovation, develop new products or services, and enhance existing offerings.
By mastering customer support, you’ll be able to rapidly get up to speed with what customers are finding irritating. If there’s something off with the UX, or if there’s a certain feature that’s in demand, your customer feedback will all be gathered in one easily accessible place.
While before, you may have attended many meetings with customers and used them to focus on improving customer service, if you have these meetings stored in your tl;dv library, you can go back to them time and time again for different reasons. This one: understanding the desires of your customer and being able to offer new features, services, or products that fill the demand.
8. It Saves Time
Save time by cutting out unnecessary live meetings. Managers will then be able to spend their energy elsewhere and recap customer support meetings at a time that fits them. This can be enhanced further with tl;dv where you can make reels and highlights out of several videos all at once.
This is a massive benefit for the business as attending meetings takes up a lot of time. In fact, in the United States alone, there are around 11 million meetings per day! That’s an insane amount of time to dedicate to listening to other people talk, often about things that have no relation to you or your expertise.
@tldv.io Makes perfect sense. #meeting #comedy #corporate #meetings #9to5 #firstday
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Not only is recording meetings going to save time for managers, but also for stakeholders and even other team members. With tl;dv, you can send timestamps directly to the email address of your colleagues, or link them to your favorite work application like Slack or Notion. These timestamps will jump straight to the important part of the meeting, allowing you to skip over irrelevant parts.
9. Identifying Customer Trends and Pain Points
By analyzing call recordings, you can identify recurring issues that need to be addressed. This information in hand, you can make data-driven decisions, implement targeted improvements, and enhance the overall customer experience.
While this is also inevitably good for customers, the business side of things will benefit most. This useful data can apply to not just one customer, but your entire customer experience strategy, bringing in countless improvements in the form of testimonials and reviews.
10. Resolving Customer Disputes
Don’t play the game of he said, she said. Insead, record your meetings and get indisputable proof. By recording meetings with tl;dv, you will have a transcript, translatable into almost 30 languages, which will let you know exactly what was said and by whom with a high degree of accuracy. This is important to have if you need evidence when it comes to misunderstandings between customers and representatives.
For example, if a customer believes they were offered a full refund, you’ll be able to search the transcript for the mention of the word “refund” and see what comes up. Alternatively, you can use another software to record your meeting and then sit through the entire video call, open-eared, trying to listen for something that may not even be there.
Start Improving Your Customer Service Today
Download tl;dv for Google Meet or Zoom and start your journey towards increasing customer retention and loyalty.
There are a great deal of benefits gained from recording customer support meetings. If you start now, you’ll be sure to rake in the rewards in the weeks, months, and years to come.
