After The chats, Social Networks, And Chatbots, Customer Support Will Switch From Video. A Smartphone Will Be Enough To Interact With a Remote Technician
The quality and speed of customer support are two of the factors that, for some time, have been guiding users in choosing one operator over another. An even truer assumption in the case of business users, who need to have dedicated technical assistance and who know how to find solutions in the shortest possible time.
To keep up with the needs of users, service providers have begun to increasingly enrich the “range” of customer service offerings. Alongside the “usual” telephone assistance, over the years, new channels of interaction have appeared: from chats within the website to social profiles dedicated to customer assistance, up to the latest trend in chatbots.
Or, at least, one of the latest trends. It happens more and more often that service providers offer their business users a video assistance service, particularly helpful in solving practical problems – such as the installation of a router or its configuration – without the need for the presence of a technician in loco. This allows you to reduce waiting times and provide the more immediate and timely help. But let’s proceed in order.
Chat, Bot And Video: Present And Future Of Customer Service
As mentioned, video assistance is only the last step in a digitization process that has allowed customer assistance to be speeded up and “brought closer”.
The first steps in this direction were made with the inclusion of chats within the official portals and the creation of social care profiles on Twitter and (above all) Facebook. The introduction of chatbots has allowed to further improve the user experience for customers, offering direct solutions to problems and user requests.
The Advantages Of Video Assistance
With video assistance, companies will be able to get even closer to their customers, “entering” directly inside their homes. How? Thanks to smartphone cameras. Users just need to frame the problem “piece” to receive precise and timely instructions.
Not only that: once the problem has been identified, the assistance operators will be able to take advantage of the video guides created previously and show them on the user’s screen: in this way they will have a direct reference and can act in full autonomy.
The benefits of this new customer service method are immediate. As just mentioned, the user can solve the problem independently, without having to wait for the intervention of a specialized technician. This will lead to a reduction in assistance costs and, above all, to shorten the time required to solve the most common problems.
How Video Assistance Will Change The User Attention Process
A few simple examples will help us to better understand how video assistance will change, once and for all, the process of attention to the user. You’ve just bought a brand new smart speaker but can’t complete the setup process – the device just doesn’t want to know how to connect to your home Wi-Fi network.
By calling video assistance you can receive all the information you need, but in a precise and timely manner: the operator who speaks to you could show you a video with the configuration steps, which you can perform live and verify with him that everything goes the right way.
Furthermore, video assistance will pave the way for the use of augmented reality in this sector. If you are unable to configure the new smart TV or fail to assemble the furniture you just purchased, just call for assistance, frame the sofa still in pieces and, thanks to the on-screen indications, augmented reality will help you identify which screw or bolt to take and where to insert it.
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