In today's modern-day business world, video calls have become an increasingly popular way for businesses to interact with their customers. With the rise of remote work and virtual meetings, it's important to create a high-level customer experience in video calls to ensure that your customers feel valued. Let’s explore some tips for creating a positive customer experience in video calls.
First and foremost, a smooth technical set up is critical for a successful video call. You don't want to start the call with technical difficulties that can lead to frustration and a negative experience for your customer. Having a process in place to test your video conferencing software and equipment before the call to ensure that everything is working properly. I like to encourage my clients to make this process a part of their morning routine to eliminate any issues for those unexpected video calls regardless is they are with customers, clients, or colleagues. Pay attention to your camera, microphone, and internet connection to avoid any interruptions or delays during the call. If you can either hardwire directly into your Wi-Fi or be as close to the Wi-Fi as possible will eliminate most connection issues. Also, investing in a high-quality webcam or camera can also improve the overall sound and video quality of the call.
Next, pay attention to your appearance and surroundings. Dress professionally and ensure that your background is uncluttered and professional. This will help establish a positive first impression and create a more polished appearance for your business. Some factors to keep in mind beyond having a clutter free and professional environment is good lighting as camera angles. If your audience cannot see you because of lighting or if your camera angle is making you appear insignificant or over powering the experience is far from exceptional. It also says your attention to details are not as sharp as you may claim and leave the audience feeling you don’t really care about them.
Personalization is also key in creating a positive
customer experience. Take the time to learn about your customer's needs and preferences befor
e the call. Use this information to tailor your approach and make the conversation more relevant and engaging for them. Address them by their name frequently and acknowledge their questions or concerns. Perhaps you have a common interest and can curate a specific piece of art or object into your background.
Active listening is another crucial aspect of creating a high-level customer experience in video calls. Listen attentively to what your customer is saying and respond appropriately. Avoid multitasking or distractions during the call, as this can negatively impact your customer's perception of the call. Stay engaged and present throughout the conversation. Bonus tips: ask if they are okay with you recording the call so you can stay fully engaged. This also allows you to go back and listen to ensure you don’t miss any impor
tant details.
Clear communication is also important in video calls. Speak clearly and concisely and avoid using jargon or technical terms that the customer or new colleague may not understand. Use visual aids, props or screensharing to help illustrate your points and ensure that your customer is following along. Summarize key points and ask for feedback to ensure that your message is effectively communicated.
Finally, follow-up with your customer after the call. Send a summary of the conversation, any action items, or next steps, and a thank-you note. This reinforces the positive customer experience and demonstrates that you value their time and business.
In conclusion, creating a high-level customer experience in video calls requires attention to several key factors. Smooth technical setup, professional appearance and surroundings, personalization, active listening, clear communication, and follow-ups are all important elements in creating a powerful customer experience. By focusing on these aspects, you can enhance your customer's perception of your business and build a stron
ger relationship with them.
Cheers~
Amy Lokken
amy@mudmodular.com