Most people dread customer support due to disparate reasons ranging from operational inefficiency of the brand to not-so-good facilitation of interactions. And even after realizing the shortcoming in their customer service domain, brands find it challenging to streamline the process and go beyond the call of duty to serve their customer in a favorable manner.
However, the same cannot be said for the companies that have introduced Live Visual Assistance (LVA) into their workings. Reason? Well,
live video-based visual assistance significantly reduces the probability of interactive issues. It does so by allowing the customer support professionals to look into every detail of their customer's complaint and determine the best course of action within seconds — thus, ensuring the delivery of a great customer experience at all times.
Besides, it is something that customers, too, need in their lives, for they want the experts to scan through the technicalities and come up with robust solutions. Ask yourself, wouldn't it be nice if an expert is virtually available to guide you through the process of repairing your television.
Now, wouldn't you want to emulate the same for your brand? It would be one hell of an experience for the customer if the customer support agent visually assists throughout the sorting out of the issue.
To that end, this article will emphasize five ways that live visual assistance can be used to enhance customer experience and improve the overall efficiency of the support process.
1. Speed and Efficiency
By using live visual assistance, companies can significantly improve the speed at which they are able to handle customer support. For example, when dealing with chat support agents, customers can often feel ignored and may not understand why the chat is taking such a long time to be answered.
With live visual assistance, however, there is no need for a customer to wonder what is happening because they will be able to both see and hear what is going on (courtesy of live video). With this, a customer can then be able to recognize the real reason as to why the chat is taking longer than usual and how the agent is planning and advancing the resolution. In addition, agents will be able to answer questions more quickly because they won't have to pause and retype information if the customer doesn't understand it.
2. Focus on a Specific Issue or Service
What if your company provides narrow niche-related services? What if the product or service is too sophisticated to operate? In that situation, chatting with an agent wouldn't possibly be the best option. Live visual assistance wards off this problem by allowing the support agents to direct their attention to the specific customer issue. Simply put, they don't have to subject to lending general answers to a variety of questions and, as such, multitask their roles.
Live visual assistance provides them with the means to deal directly with the area that they are needed in order to provide better customer support. In scenarios where the agent requires sophisticated and detailed product information from the customer, video-based interaction is the most feasible option.
3. Easy Training for Agents
When dealing with live visual assistance, agents can receive training without the need to attend a full-on training course. Instead of having to travel to a support center or office, agents can simply be able to watch how things are done from the comfort of their home — precisely what the companies are inclined towards in the New Normal.
This allows the agents to receive an understanding of how the service was intended and how best to deal with it before customers experience it for themselves—a win-win for both the company's agents and the consumers.
4. Reduced Need of Support Centers
As mentioned above, the agents can learn and practice from the comfort of their home or perhaps the location that they find suitable to carry out their work. Instead of having support centers open during normal working hours, this can significantly reduce the need for employees to be away from their home, children, or even friends and family.
That being said, brands incorporating live visual assistance can allow support agents to be more available to customers by facilitating them to have a live chat whenever they want or need rather than having someone in a support center 24/7 or 7 days a week.
5. Reduced Cost of Training
If, on the one hand, live visual assistance can be used to reduce the need for support centers, on the other hand, it can facilitate the reduction of the training cost. Since live visual assistance provides a more real-time experience for customers, customer support agents need less training for particular responses and streamlining procedures.
Also, since Live visual assistance allows customers to see their agent as they are speaking to them, communication is automatically more effective. In such a scenario, the need for training is mostly to enhance the particular language agents, and customers use for communication.
Live visual assistance is going far beyond merely finding the answer; it is changing how customer support is performed and even what it means to be a customer support agent. Thanks to the use of live visual assistance, businesses can now offer better quality customer support in a more efficient manner. And all employees can perform equally and provide for their customers exactly what they need in a manner that best suits them.