This post was written by Jói Sigurdsson, Founder and CEO of CrankWheel, a screen sharing solution available on AppConnect.
In Deloitte’s 2017 Global Contact Center Survey, contact center executives said one of the big changes that will transform the customer experience in the next few years is the aim of making interactions “effortless.”
Consumers prefer solutions that are quick, convenient and on their terms. From next day delivery and free returns to AI-powered chatbots, brands need to deliver experiences that are tailored to modern consumer demands and trends.
Customers don’t want to wait on hold for hours. They don’t want to play guessing games with complex menu options, or come through to the wrong person and be told to call a different number. Customers expect better; they demand a level of service that makes them want to stay loyal, promote your business and spend more.
Some interactions require visual communication to show, not tell, customers information they need to know. Instead of a call, here are seven times when a screen share is worth a thousand words between a customer and contact center agent.
#1: Product demos
Product demos, when a new or potential customer wants to understand a product, always benefit from screen shares. Instead of simply giving someone a free or trial account and hoping they figure it out; show them how it works.
They will feel better equipped when using the product and allow your sales agent to find out more about their pain points and can direct them to features that solve these problems. Everyone wins! In this scenario, you’ve got a much better chance of converting a prospect into a customer at the end of a free trial period when they understand how, exactly, a product works and solves their challenges.
#2: Product-focused customer service calls
Some products, such as software, apps, subscriptions and services – such as cable TV – need visual support. Trying to explain something over the phone can get tedious and confusing, especially if what the customer needs help with involves multiple stages, features and steps.
Some customers won’t have the same grasp of technology as most. Extra help is needed. Give them this, simply and efficiently, by showing them exactly what to do with a screen share interaction instead of just a phone call.
#3: Complaints involving product/service features
Complaints can be an opportunity to improve relationships between customers and brands when they’re handled well.
When a complaint is handled poorly, customers feel undervalued, are inclined to voice their frustrations on social media and will go elsewhere. Unhappy customers tell others, whereas unhappy customers who’ve received a complaint resolution that fixes the problem are often positive brand advocates.
Imagine the power of a complaint resolution when an unhappy customer can be visually walked through a solution to a problem –especially when it involves complex product or service features – that fixes something they thought impossible to fix. This is the potential power of a positive screen share experience.
#4: Complex product integrations/features
Anything involving complex features or integrations with other products or services often needs a screen share while on a phone call.
Visual walkthroughs make these processes far easier, quicker and less likely to fail. Customers will need to call back if they can’t make something work, which could result in a complaint or cancellation of a contract if they aren’t happy. Preemptively solve these problems with a short screen share that teaches them what they need to know in one go.
#5: An upsell opportunity or retention call
Consumer brands and software companies have a vast amount of data on how a customer interacts with them and uses their services. When you’ve got this information and know someone wants to cancel or has come to the end of a trial, use this to retain or upgrade that customer.
Walk them through features they’re unaware of, or have struggled with. Wow them with new service offerings and offers. Give them a good reason to stay, which is where a screen share during a phone call offers you a massive advantage. A screen share – when a customer wants this option – will give you an advantage over competitors.
#6: Trial expiring demo call
Similar to the above, particularly for self-service products, when a customer has signed-up to a trial without any interactions with anyone at the company. Giving them a chance to speak to someone, while asking questions and being shown features, will show them that your company cares about its customers.
While a phone call or an online message does that too, a phone call with a screen share has advantage that you can walk people through features they may not know of, but would benefit from engaging with. This makes it easier to retain and convert these trial customers.
#7: A demonstration of hidden product features
A phone call can do this, with limitations, but a screen share during a phone call simplifies and speeds up the process, providing you offer it seamlessly, with an emphasis on an effortless interaction.
Ideally, screen sharing should be offered in a way that is zero hassle for the your customer or prospect, taking into account that your customer may not be tech-savvy, they may not have the latest software on their computer or an up-to-date smartphone, and even if they are and they do, they may not be willing to install any software or jump through further hoops just to let you show them something.
CrankWheel is a screen sharing solution that is available on AppConnect, meant to be used as a complement to a phone call, or to respond instantly to a customer filling in a lead capture form on your website.
If you’re interested in finding out more about the Talkdesk and CrankWheel integration, join CrankWheel’s upcoming webinar.
Publish Date: February 13, 2018
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