We, as 11Sight team, believe in the pure power of eye contact. It is the kind of connection we have always wanted our subscribers to have with their potential customers: a more humane one. And in fact, its power has been proven by an HBR study. According to the study, face to face communication is 34 times stronger than an e-mail.
In this article, we want to mention about some cool tips for you to conquer your video calls and get the most out of them. Each one of these tips come from our own experiences in this business of connecting people. So, feel free to at least give it a try. No harm will come out of them but, if you properly apply them, your sales and the satisfaction levels of your customers are more likely to skyrocket.
Be where you need to be!
As a customer representative, your focus should be on your customer, not on something else while you are listening to their words. Your customers are the reason why your job and your company exist. So, always look at your screen to show that you are focused.
Even the half of it is important!
You might think that your lower body is not important during a video call just because it is out of the frame. But it is actually way more important than you think. People can easily understand the posture you are in by looking at your upper body and your surroundings. And your posture is an important indication of how much you value your customers. So, before you are answering that next call, make sure you are either standing or sitting properly.
Body language and micro expressions still count!
We know… Transferring the right emotion through a video call is one of the hardest things. But that should not prevent you from using them. In contrast, you might want to use much more facial expressions than you usually do since it is the best tool you have during a video call. In addition to that, you might want to adjust the volume of your voice after evaluating the surroundings of your customer. If they are calling you from a crowded, busy road and not using an earphone, increase your voice.
Do not try to drown them, let them breathe!
You, your customer and we also know that your product’s value proposition is unique. And yes, there are definitely lots of cool features you want to mention. But remain calm in the beginning and let your customers explain why they called you before you start firing at them. Remember these people can leave you just with a click on the red button. Do not scare them off, instead, try to pull them in with patience.
You are looking great! But…
You probably are wearing a nice set of clothes and put on a nice cologne. You are amazing! But it is not you that your customers want to see. It is your product! They called you for a reason. Try to keep a good balance between you and your product’s appearance on your customer’s screen. Always start the video call with your smiling face and, this is important, never end the call while showing your product. Be sure you gave a much sincerer smile to your customer at the end of the call. They are now your acquaintance after all.
It is your responsibility to know it!
Know the platform you are using at an expert level. Do not struggle with it during a video call. Be smooth and calm. How can you expect to impress your customers while you cannot even use your own product or service? It is a cheap shot and you will end up seeing your customers leave right away.
For more of these tips, do not forget to check out our other posts. And we are always excited about our subscribers’ success stories. Send us your best practices and let us mention your achievements in one of our case studies! Call us now by using the button on the bottom right!
Do you ask this question to your customers? Well, you’d better not.
Because when you ask if they need help, it might give the impression that something is wrong with your product or worse, them.
The customers of today are much different than before. Millennials and born-digital Gen Z expect more than help. They need experiences, personalized services, instant actions.
Give them what you have, and if you don’t have what they need, find it. The competition in all industries has been harsh and it’s gaining power every day. Sad truth, but it is what it is.
We must change the ways we do business, which most of us have already done. The world’s economy is going down because of the coronavirus pandemic. In order to stay “alive” in this chaos, let’s change our approaches. Customer experience plays a great role in this survival.
Here are some other ways that enhance the customer experience with only words:
“Can I show you around?”
A website is usually a little bit more complicated than a store. Pave the way for your customers on their journey and never let them miss a point you’d like to put forward.
“Is there anything that catches your interest?”
What do you do when a customer asks to see a specific product? You show them products they’re asking for. So do the same thing on the web. The only difference, since you cannot see them visually, is to ask their interest first.
“It’s great to see you here, what brings you around?”
The customer “experience” includes emotions too. Show your customers that they are special and cared, so that they can be comfortable to ask further information.
Remember, always ask some questions to get answers, because you want to meet your customers, and they are not willing to tell about themselves. So, you should ask the right questions to understand their interests and provide better experience.
Another hot point is personalization. If you say “I’m here to help” and leave your precious customer in the hands of bots, think again. No matter if the question is general or unique, respond your customers by yourself. So that they won’t be just another person in line, they will be the VIP.
Your service should be fast enough to keep up with the speed of the digitalizing world’s customers. The steps must be precise enough to get things done. A solution like 11Sight can help your customers reach you with 1-click without any downloads or subscriptions. Why not try the 1-click solution for the video support service free for 1 month?