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Don't Show This Again.
This blog post was co-authored by Genesys technology partner, Streem.
Take a moment and list all the weekly chores you could do with your eyes closed. Now think about which ones you could do efficiently and effectively. I’ll bet the list isn’t very long. But every day, we ask our contact center agents and customers to perform complex workflows with only a text-based or spoken description of the issues.
Self-service web, IVR and chatbots are improving — staving off most common, low-complexity requests. This means the interactions that actually go to your experts are more nuanced and complex than ever. To address this reality and meet rising customer expectations, customer experience teams should add real-time, interactive video to their toolboxes.
In many of these complex use cases, adding visual context transforms interactions from poor handle-time metrics to winning customer experiences that deliver double-digit improvement on KPIs like first-call resolution, handle capacity, sales conversion rates, Net Promoter Score (NPS) and agent retention.
Look at the example below. What if I read aloud the text on the left to describe the building shown on the right, instead of just showing you the picture? Studies show that an image conveys context more efficiently and effectively, sometimes by 60,000 times. Video allows agents to see the full context of a situation — nearly instantly.
Adding visual context to your sales and support functions creates an incredible level of accuracy and precision. Less information is left up to interpretation; visual context reduces, if not completely eliminates, language and jargon barriers.
Interactive video uses your team’s deep expertise to solve and document your most complex customer transactions (i.e., metrics busters) at the first interaction. This saves on product returns, extended handle times, follow-up calls and potential technician truck rolls.
When your agents see what their end users see, they can collaborate more naturally to find a solution. Reps are fully engaged and their brains can work at a natural speed. Furthermore, your customers are at ease knowing agents understand their situations completely.
Teams that use Streem interactive video in their customer workflows have reported NPS of up to 96 — with customers noting the ease and efficiency of the secure, no-download video call.
Customer experience teams that use virtual tools like StreemCore™ video see transformative growth. Plus, they can identify new business opportunities within the first weeks of use.
Streem clients report notable improvements across business units and customer teams, including:
In 2020, the rules have changed for most businesses. Customer experience teams want new ways to connect with existing and prospective customers, provide best-in-class remote support, and build resilience into their current business models. With months of work-from-home under our belts, teams and end users are not only open to video, they demand it. And this especially the case when they can offer it seamlessly through devices they already use.
Enterprise customer teams are transforming their customer experience and their bottom line with the added connection and context of interactive video and virtual tools. Don’t leave your team in the dark. Learn how you can transform your business with a visual layer.
Discover more about Streem Web Platform with Genesys Cloud in the AppFoundry marketplace.
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