Visual customer service. If you haven’t considered, maybe it’s time you changed that.
I have a thought-provoking question for you. I’ll ask, and before you read on, I want you to take about ten seconds to really think it over. Here’s my question:
What really makes your customer service one-of-a-kind?
What’d you come up with? Is it the people? Is it the speed of service? Maybe it’s your dedication to solving the customers’ issue(s). Whatever it was, chances are it’s something your competition has/does too.
Obviously they don’t have the exact same people. But for every particular individual on your team with a distinct skill set, they have someone on their team with something comparably unique.
You’re fast? So are they.
Dedication? That’s pretty subjective.
You and your competition can go back and forth all day trading barbs on the nuances that characterize your organization. The fact of the matter is that so long as you’re both in the same industry, you’re both operating within the same status quo. That is, of course, unless challenging the status quo is something you value (perhaps something else to ponder).
Visual customer service
This is where visual customer service (live chat, screen sharing, cobrowsing, etc.) comes into play.
Read: What is Cobrowse? And How is it Different from Screen Share?
Visual customer service sets you apart for three reasons:
- It makes you more accessible. If your customer is having an issue, the effort it actually takes to contact you and resolve it is an obstruction in and of itself. Visual engagement solutions mean that help comes to the customer (not the other way around). Our social economy is constructed by a consumer base that values “on-demand” above all else. Visual customer service solutions combine the convenience of home with the richness of an interpersonal interaction.
- It makes your content easier to consume. Visual customer service simplifies the needs analysis process because in sharing in the experience of consumption, both the customer and service rep can visually identify the same need. Visual engagement tools give you the opportunity to address a customer issue without the customer having to do anything more than tell you the problem.
- It lends itself to a better narrative. Winning and retaining business now means trading in multiple forms of capital. A good customer experience becomes capital in the form of a story that a customer can share. The ability to tell a good story (share a good customer experience) is what gives you the competitive edge. The other cool thing about a story: every single one you’ve ever heard is one-of-a-kind.
It’s time to stand out from the competition
In today’s social economy where the utility of products and services we consume is virtually non-distinguishable, customer experience is truly becoming the only way to stand out from the crowd. The rise to prominence of consumer reporting and review sites means that consumers have more power than ever to leverage you against your competition.
Customer service is no longer about the customer always being right. It’s about the customer always being validated (i.e., no longer being obstructed by the process of consuming your brand). Furthermore, it means simplifying the consumption process to the point that it supersedes your customer’s urge to seek out an alternative.
Read: Customer Service: 4 Ways to Reduce Effort
In short: whatever (and whoever) you are, you have to be the easiest brand of it to consume. Don’t out-compete your competition – out-distinguish them. Be visual with your customer service and give your customers a different, clearer story.
Want to see how visual engagement can work for you? Download your free eBook: Do I Need Visual Engagement?
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About Glance Networks
Glance helps enterprise organizations create the ultimate customer experience with smart, omni-channel visual engagement solutions based around integrated cobrowse, screen share, and one-way agent video. We are one of the world’s simplest, most reliable and secure platforms that enable companies to see, show and share anything online, creating a frictionless path to great experiences in sales, support and customer service. The result is improved customer satisfaction and loyalty, increased revenue growth and operational savings. From financial services and healthcare to retail and travel and leisure, even the most advanced technology and SaaS organizations – we transform the customer experience for today’s business. Learn More »
About Michael Janowski
Michael Janowski is the Marketing and Public Relations Coordinator for Corporate Dynamics Inc. in the West suburbs of Chicago. Corporate Dynamics Inc. (CDI or CorpDyn) is a premier sales and customer service training firm and the developers of the revolutionary Beat Your Best™ sales process. Michael’s background is primarily in social media, branding and public relations. At CDI, his work involves creating mutually valuable business partnerships through mediating the ongoing virtual conversations between brands and consumers. Michael can be reached through his website or by email at mjanowski@corpdyn.com.
