Oct 8, 2022
This podcast was created in partnership with Streem
Delta thinks I am a liar. Or at least it felt like they did on this phone call with me. If we had a video option, the entire experience would be better for both sides, and I would have the flight I wanted. Video can be the untapped jewel of your experience design, and we will explain why.
The problem was a schedule change that put me out of Boston instead of Atlanta. I wanted to switch the flight back to Atlanta on a different one that was the same price but was unable to do so on my own online. So, I called the contact center. Unfortunately, they had a different fare on their system than I did, so I felt they didn’t think I was telling the truth. During that phone call with Delta, I wished I could show them what I had on my screen so they could trust me.
I had a similar experience with my doctor. I had pain in my chest and wanted to indicate to the doctor where it was without seeing him or giving him a 400-word description. The video was not an option, so it was a wordy description in stops and starts.
In this episode, we talk with special guest Jóhann Hannesson, Lead Product Manager and the head of Web Development at Streem, about using video in a Customer Experience. Hannesson says that video could be the missing link between your customer who has a problem and the expert they are talking to in the contact center who, through video, can help them faster.
Key Ideas to Improve your Customer Experience
So, why do humans prefer video in these situations? There are two answers. First, there is a level of information exchange that words do not always have. You are not always depending on a customer that is not necessarily an expert in communicating the problem with terms concisely and accurately with the contact center. Second, it facilitates communication by allowing people to talk and look at the problem together. Video allows the customers and contact centers to work together on the situation.
Here are a few other critical moments in the discussion:
- 01:55 We introduce our guest host, Jóhann Hannesson, Lead Product Manager and the head of Web Development at Streem.
- 05:55 Hannesson explains how interactions with a contact center have friction when they rely on non-expert customers to communicate with expert contact center employees and how video can help resolve them in practical ways.
- 15:21 We learn that not only does video make calls easier for the customers, but they also improve the employee experience, too.
- 22:00 Hannesson explains how video has improved customer contacts and helped resolve issues more efficiently.
- 25:07 Hannesson shares a specific case study that used video to reduce repeat home visits.
- 29:22 We all share our practical advice about how to use video to improve the metrics that matter most to your organization (and that none of us are footballers, in case you were wondering).
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Customer Experience Information & Resources
LinkedIn recognizes Colin Shaw as a 'World's Top 150 Business Influencers.' He has 290,000 followers for his work. Shaw is the Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden needs that drive value ($). The Financial Times selected it as one of the best management consultancies for the last four years. Follow Colin on LinkedIn and Twitter.
Click here to learn more about Professor Ryan Hamilton of Emory University.
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