The video industry has undoubtedly changed many different aspects of our lives. From the way we do business in the workplace to staying connected with friends and family across the world, video has found a place in our daily routine.
One of the more recent niches that video has started to invade with is tech support. Up until recently, tech support has mostly gone through one medium – those long, drawn out phone calls. You know, where you dial that 1-800 number and call it a night because it’s going to be a long ride. Up until now, we’ve all dreaded dialing tech support.
Personally, I feel that tech support, as we know it, is incredibly outdated. I recently saw a commercial that got me fired up on this topic, and quite frankly, I thought it was brilliant.
The Verizon MY FiOS app is now using video as a means to enhance their tech support. Once I saw this, it reminded me of the countless times I waited on hold and spent hours being transferred. Of course, this exercise usually led to my service provider telling me they needed to send a technician to my house on a weekday between 8am and 8pm. There are too many inconveniences to list happening in that scenario. If video support was available to me, I strongly believe my issues could have been resolved more efficiently all around.
I’ve seen this method of tech support used elsewhere – most notably, Amazon Mayday. After checking out their tech support, I feel they’ve really raised the bar on the customer service experience. It was clear to me that Amazon made it a point to create the same experience one would get when physically going to the service desk at a store. For privacy and security, the customer is never shown on video. Only the tech support agent is seen over video. To verify your identity, they’ll ask questions related to your account. At this point, tech support can assist you with anything; including gaining remote access in order to give you detailed tutorials of the device, as well as customizing the device settings for you.
I realize that providing top-notch customer service over video comes with a price. Many companies simply can’t justify the costs associated with implementing this level of technology. Call centers and live chats that are often outsourced seem to be norm, but there’s something to say about the stats here. Typical call center and live chat ratings can often be riddled with low scores and not-so-great feedback from customers. Compare this to Amazon Mayday, where their goal is to answer customer calls within 15 seconds or less. On average, they achieve a 9.75 second response rate with favorable feedback from customers.
The big question here is at what point does cost versus customer satisfaction come into play? There is something to be said about face-to-face interactions. With all the texting, live chats, and call centers, we often forget that we’re all human beings interacting with one another. The gift of video is here to bridge that gap, and I’m pleased to see the benefits it has had on customer service.
Do you know of another business that uses video for tech support? Let me know in the comments below!