Preparing for a Customer Video Chat: 6 Easy Steps

Preparing for a Customer Video Chat: 6 Easy Steps

video-chat-for-car-dealers-and-car-dealerships-real-estate-agents-and-more-300x213So you’ve decided to offer customers the option to video chat with you when they are shopping online. Great, you’re on your way to more sales and happier customers! But if you really want to make sure this new feature is a success, there are a few things that you need to do even before that first call comes in. Read on to learn the 6 steps to preparing for a customer video chat.

1. Test the Audio and Video

What happens when a customer calls but your volume is too low or off altogether? Lots of frustration, that’s what! To ensure that you don’t run into this problem, test out the audio with a coworker and find a comfortable volume level to set your device to. 11Sight’s video chat feature also includes a helpful text messaging feature so that you can still communicate with customers in the event of audio difficulties. Also, find a few quiet areas of your office where you know you won’t be disturbed by the sound of cars passing by or other people’s conversations.

While you’re at it – also test out the video with a coworker and have them take some pictures.

2. Find Your WiFi/Mobile Data Range and Any Dead Spots

Picture this: You’ve reached a crucial moment in the video chat, where the customer is ready to buy! But suddenly… the screen freezes. You hit a dead spot in your office where the internet dropped out. Now you have to call the customer back, which can be a bit embarrassing and ruin the momentum you had leading up to the sale.

Thankfully there is an easy way to prevent this. Do a walkthrough of your office (or your car lot if you are an auto dealer, the property if you are a real estate agent, etc.) ahead of time, paying attention to the signal bars on your phone or tablet. Make note of where the connection is weak or drops off altogether. During the video chat, be sure to avoid these places and let customers know when you are getting too close to a dead spot. If customers know ahead of time, it’s far easier to reestablish the conversation after an outage.

3. Find Where the Best Lighting Is

One of the biggest reasons to offer video chat in the first place is so that customers can see your product. Also, no one wants to video chat with a mysterious face hidden behind dark shadows. So find a few spots where you know the lighting will make your product look outstanding. If it’s nighttime and you’re outside, use your phone’s built-in flashlight.

4. Know What’s in Your Video Chat Toolbox

Many video chat platforms have extra features that can help make your sales pitch smoother. You should practice with these features ahead of time so that you are ready to use them when you are with a customer and the need arises. For example, 11Sight’s video chat feature allows you to point to specific things on the screen using colored dots. Another unique feature of 11Sight is the ability to take photos (not just screenshots) and share them with customers. You can also record the conversation and watch it again later to remind yourself of what a customer said or questions that you need to follow up on.

5. Have a Cheat Sheet Handy

During the video chat, your attention should be on the customer at all times. If you turn away from the screen to fumble through papers or look something up on your computer, the customer will feel disengaged. So it’s crucial for you to know your product inside and out. For the more technical details and frequently asked questions, make a cheat sheet that you can quickly glance at for information. If the customer asks you a question that isn’t answered on your cheat sheet, and a response isn’t time-sensitive, defer the question to later. Let them know that you will be “happy to look into that” for them or “talk to your manager” and get back to them with an answer right after the call (or as soon as possible).

6. Set Goals and Create a Script for Success

If you want to know whether your video call with a customer was a success, you first need to define what success looks like. If you are a car dealer, maybe the video chat is meant to convince the customer that this is the car for them. Your goal is to get them to come down to the dealership and sign the papers after the call. As a real estate agent, you may be using the video chat as a virtual open house for an out-of-town client. Your post-call goal would be to get your client to submit a purchase offer (or a lease agreement if it’s a rental property).

Once you have established your goals, create a script to serve as a roadmap to the goal for your sales team. This should outline key product features to touch on during the video chat, address how to handle problem situations, and more. It’s very similar to the sales script you would use for a regular phone call, except that you have the added benefit of visual aids. Use that to your advantage in providing an immersive experience for your customers.

Now it’s time for you to put these ideas into action. Will you be ready when the call comes in?

*Ring Ring*


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Increase Car Sales with 11Sight’s 1-Click Video Chat Feature

Increase Car Sales with 11Sight’s 1-Click Video Chat Feature

Getting online customers in the door is one of the biggest challenges an auto dealer faces today. A common experience goes something like this:

“John” is looking to buy a car.

He finds your dealership online and really likes the Volkswagen that just arrived on the lot. John continues scrolling through the page, looking at the pictures and Carfax report, but then he finally notices that your dealership is TWO hours away from his home!

John doesn’t want to drive all that way without getting a closer look at the car first. Right now, he has the option to call, email, or text chat with you on your website. But for John, seeing is believing, and he doesn’t have time to wait on an email response. So, he decides to just visit a dealer closer to his house instead.

You never talk to John…

Or get the opportunity to convince him to make the trip…

That’s another potential client found – and lost – without you even knowing it.

What can you do to make sure that you don’t lose John and the hundreds of other customers like him?

A 2010 study by Consumer Reports showed that nearly 85% of car buyers are willing to drive more than 20 miles to buy a car. John doesn’t really mind the drive. He just wants to get a closer look – maybe inspect the leather, the extent of some minor dings, or how worn the tires are – and ask you some questions before making that long drive down.

That’s Where 11Sight Comes In

“A lot of our customers are coming to our dealership from far away. With our great new service, 11Sight, we are able to establish a face to face video connection with them easily!” — Alfredo, Hilltop Motor Group

Unlike most chat platforms, 11Sight doesn’t just stop at offering text chat or voice calls. Our comprehensive sales communication solution includes a 1-click video chat feature that makes it easy for you to build an initial relationship with your customers face to face. Now you can show them a car in real time instead of just being limited to calls, texts, or emails!

You get to make your sales pitch, convincing the customer that this is the perfect car for them, and they get to see it from the comfort of their own home. Afterwards, you can invite the customer down to see it in person. In this way, 11Sight helps you turn non-local shoppers like John into actual in-store buyers. The result – more sales and happier customers!

How It Works

With 11Sight, you place a button on your website that lets customers video call you (or text) with 1-click. Unlike Skype, FaceTime, or Facebook Messenger, there are NO downloads OR friend invites. The call takes place right in the customer’s internet browser. It’s that easy! Watch this video to see it in action:

Your sales reps can answer on any smartphone or tablet using our exclusive app. 11Sight’s 1-click video chat also has lots of great tools to help you make the pitch as easy as possible – including high quality video, the ability to point to a particular spot on the screen, an option to take photos (not just low-quality screenshots) and record video, analytics, and much more. You can also place your call button in an online banner ad or email, and even embed it in print material as a QR code. Imagine the possibilities!

… Remember John?

Now that you have 11Sight’s 1-click chat, you can establish a connection with him and countless others.

Ready to get started?

Sign up for 11Sight by clicking below. If you still have questions, get in touch with us.

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11Sight
Text. Talk. Video.
1-Click Sales Communication