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Best Practices for Implementing Video Customer Support

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Article Summary:As more businesses add video as a customer service channel, it's important to establish the right processes and infrastructure for success.

As more businesses add video as a customer service channel, it's important to establish the right processes and infrastructure for success. Video requires careful planning to ensure positive experiences for both customers and agents. Some best practices include:

  • Select the right video support platform like Udesk that offers high quality, reliable connections along with features for call control, screen sharing, recording etc.
  • Train agents on video soft skills like making eye contact, using gestures and facial expressions to build rapport even over webcams.
  • Set clear guidelines around agent appearance, workstation ergonomics and lighting for professional video interactions.
  • Pilot video in select departments first before company-wide rollout. Get feedback to refine processes.
  • Market video support proactively on websites and within existing communications to drive customer awareness and adoption.
  • Integrate video across channels through platforms, mobile apps, websites for seamless customer experiences.
  • Establish KPIs and monitor metrics like resolution rates, average call duration to optimize video support effectiveness.
  • Use recordings to coach agents and ensure quality standards are maintained over video as well.
  • Address any technical issues quickly to avoid frustrating customer experiences with video calls.
  • Empower agents to identify situations where video would add value vs a call or chat.

With Udesk, agents get in-platform video chat, screen sharing and recording capabilities. Its AI helps route interactions to video when useful. Businesses gain tools for call monitoring and analytics too to refine processes over time based on customer and agent insights. This ensures high quality, frictionless video support.

Take our Video Chat for a spin—for free—to see how it can work for your business.

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The article is original by Udesk, and when reprinted, the source must be indicated:https://www.udeskglobal.com/blog/best-practices-for-implementing-video-customer-support.html

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