Preparing for a Customer Video Chat: 6 Easy Steps

So 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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