We all like that online shopping gives us lots of options. We can compare prices and scour through thousands of reviews left by customers who purchased before us. Despite all this convenience, customers are craving an authentic, personal experience from businesses that they can believe in.
Video calls can give them that undivided attention and dedication that customers want to feel valued by a business. They make it easier for businesses to offer personalized support and service, improving their experience.
If you thought sales calls and online customer service support chats were effective, just wait until you see what’s possible with video calls. In this post, we’ll show you how you can improve the customer’s experience at all touch points and boost client retention with incorporating video calls into your business.
They See that They Have Your Undivided Attention
Chatting with your clients over the phone or via live chat can be convenient, but there are too many opportunities for distraction—on their end of the line and yours, too.
When you’re connected face-to-face via video call, your clients can see that your full attention is focused on them. You can smile and maintain eye contact while you talk and show the client new, exclusive products you just received this morning.
They’ll see that you aren’t splitting your focus between them and other customers, and you definitely won’t be chatting up more than one prospective buyer at a time over your digital chat interface. And when your client knows they’re the center of attention, they are more likely to stay engaged in the conversation—and possibly convert.
You Can Read Their Body Language
A video call gives you the advantage of being able to observe your client’s body language over the course of your conversation. You’ll be able to tell whether your client is excited about your product, or whether they’re disengaging or getting bored with the interaction. Are they genuinely smiling and talking excitedly, or are their eyes starting to glaze over? Do they have their lips pressed shut? Their jaws clenched? You can even see that subtle twinkle in their eye, if you look hard enough.
When you’re able to read your clients’ movements, gestures, and facial expressions, this will help you overcome objections and detect when it’s time to close a sale—or whether to ask if they need more help. Forty-four percent of prospective clients think that sales associates only care about themselves during sales interactions, so prove the stats wrong by reading your clients’ cues and responding intuitively to what they need.
It’s Much More Personal
You know those chat boxes that pop up in the corner of your computer screen when you visit the websites of B2B software? They’re automated. They’re likely to send you to chatbots. Even if they don’t, the level of warmth that comes from the screen is about on-par with a well-trained chatbot. There’s nothing personal about it.
Video calls eliminate this. It immediately becomes personal, because they’re seeing your face. It humanizes your brand, and makes it easier to build that person-to-person connection. They’re talking to a person, not a screen, allowing them to bond with you. They’ll have a name and a face that they like and associate with your brand, and they’ll be a lot more likely to be loyal to you long term.
There’s nothing like face-to-face conversation; it’s the next best thing to an in-store experience. Sixty percent of customers want to connect directly with a sales representative once they’ve researched a product and are thinking about purchasing it; what better way to connect directly with potential clients than over a video call?
You Can Offer Unparalleled Tech Support
Video calling gives you the ability to help your clients troubleshoot their problems face-to-face, unlike automated tech support chats, forums, or impersonal calling center interactions.
Amazon’s Mayday button is a great example of this innovative approach to tech support. Amazon device owners just simply tap the Mayday button on their device and a representative appears on their screen. They’ll walk the customer through their troubleshooting questions until they find a solution.
Providing such personal, focused tech support will keep your clients coming back. Chances are, they’ll send their friends your way, too.
You can use MergeIn to offer tech support to any of your customers. Your client doesn’t have to worry about trying to describe that weird, shrill shrieking their fridge is making; you can hear it first-hand through the video call and troubleshoot much more efficiently.
How to Incorporate Video Calls With Your Business
Incorporating video calls into your business is easier than you think. You can choose a video calling tool and give access to your sales staff, your tech support team, and your customer service representatives. Train them how to use the actual tool. Show them how you’d like it to be used in practice. You can show your sales team how to send SMS messages to schedule sales calls, for example, and then how to process orders through the app if applicable. This should be a fairly smooth transition, and one that won’t take an overwhelming amount of time to implement.
We designed MergeIn to fill this purpose. We can help you offer personalized attention to every single client. Whether they’re looking to make a purchase or wanting to throw their purchase across the room because of technical difficulties, you’ll be ready. You can send SMS messages and voice or video calls directly to customers. You can even take purchases and process them directly through our highly-secure app.
Video calling gives your business a leg up on the competition. Face-to-face interactions are valuable to both you and your clients, and will benefit you both (and your relationship). It will make your team- and the help that your customers need- more accessible and more human than ever. Humanizing your brand through video calling and prioritizing relationship-building with each individual customer will benefit your business and help you stand out from the competition.
Ready to wow your prospects and clients with personalized video calling? Learn more about what MergeIn can do for your business!