It’s not unusual for Americans to connect with a potential customer over a screen opposed to an in-person meeting.
Whether this is a positive or negative change in our culture, I’ll leave that up for you to decide.
But it’s certainly a reality!
Robert Wollan, a senior managing director at Accenture Strategy says:
The lack of human interaction can make customers feel like they are living in an episode from Black Mirror. Some problems are better handled through a real person than chat-boxes and automatic phone calls.
Videos can help break down the digital barrier because, more than any other medium, video helps people empathize with what they see on-screen.
Here are some helpful solutions to improve customer retention, enhance customer experience, and create loyal promoters and evangelists.
Solve your customer’s problems before they even happen! You can do this by creating FAQs videos that are easily accessible to your customers.
Not only is this helpful, but it shows your customers that you are thinking of them.
Providing exceptional customer service through video is more than just solving the day-to-day problems.
You want to make sure your customers are experts! Educational videos should be short and sweet.
Webinars allow you to interact with more than just one customer at a time.
This gives you an opportunity to provide quality customer service in an effective and efficient way.
Keep your customers in the know.
Sending product update videos is a great customer service strategy because it can prevent any confusion or miscommunication with your product(s).
Go from bot-like to human and high-quality!
Personalize each video so every customer feels cared for and valued.
Are you an amazing chef, a coffee connoisseur, or a parent of two delightful corgis? Sharing this information can make your client relationships stronger and build your fan club.
Posting brand advocate videos is a great way to let buyers know that other people are enthusiastic about your company and recommend your business.
Videos like the one above can make your company more credible and can also increase foot-traffic, leads, conversions, brand awareness.
Providing the right amount of human interaction within customer service is easier than you think. Video provides a personalized experience that conveys emotion more than any other digital medium.
So yes, technology is evolving the way we communicate, but including video in you email allows you maintain that personal touch and human connection.