Low time to resolution (TTR) is a must-have for call centers. But traditional support tools (like audio calls and live chat) create unnecessary friction that extends each support interaction, impacting customer satisfaction and the bottom line.
Enter live visual support. With just two components – video software and a smartphone or tablet – customers and agents can communicate over video to quickly diagnose problems and troubleshoot solutions. The best technology doesn’t even require an app download; an in-browser call smooths out the experience.
Here, I’ll explain three ways this support model can slash TTR on every call.
1. Live Video Lets Agents See What Customers See
Audio- and chat-based support interactions leave a lot of room for miscommunication. Consider, for instance, a customer who doesn’t know the right words to describe their TV audio issue. To clarify the problem at hand, an agent may have to ask multiple follow-up questions or ask the customer to send a photo of their device setup for review. In either case, the interaction drags on – and extends TTR.
With live video, though, agents can see exactly what customers see. Customers can use their device camera to show agents the problem at hand – no app download needed. What’s more, the agent can walk the customer through basic troubleshooting (like checking the TV’s on-screen menu settings) and visually confirm that each step has been properly executed.
The takeaway: when agents use live visual support technology, they can waste less time clarifying customer’ support needs and reduce TTR.
2. Live Video Enables AR-powered Troubleshooting
Remember our earlier TV audio support scenario? On a typical phone call, an agent might ask the customer to troubleshoot by checking the HDMI cable plugged into their TV’s ARC port.
But depending on the customer’s tech-savviness, the agent may have to verbally explain which side of the TV to go to or where the ARC connection is located. And the ARC-connected cable could be tough to distinguish from any other HDMI cords plugged in. The impact: a clunky troubleshooting process that increases TTR.
Live video cuts out the friction. The right software should let customers connect to an agent via browser in seconds – and include augmented reality (AR) capabilities that let agents overlay helpful information onto the customer’s visual display.
Instead of spelling out how to find the ARC port, for example, an agent can simply use on-screen markup capabilities to…
- Draw an arrow to the correct side of the TV.
- Circle the ARC port.
- Flag other areas of interest as needed.
AR-powered support can dramatically shorten the troubleshooting process. Combined with the first-hand perspective that live video provides, agents and customers can work together to efficiently solve problems on the first call.
3. Live Video Makes Room for Empathy
Customer support has an empathy problem: 36 percent of customers aren’t happy with the level of empathy displayed in customer support interactions. And a lack of empathy impacts more than customer satisfaction.
When agents struggle to fully understand a customer’s situation, it can leave the customer feeling frustrated and unheard. As tensions rise, it becomes harder for both parties to collaborate to solve the problem at hand – extending TTR.
The support medium is a huge culprit here. Without a way to see a customer’s device, agents can’t easily assess the problem at hand. And it’s difficult to defuse on-call tensions without seeing customers’ facial expressions.
But live video can help. With eyes on the problem, agents can grasp a customer’s situation in seconds instead of minutes. What’s more, a face-to-face connection gives agents the visual signals they need to tell if a customer is growing frustrated. This way, they can adjust their support approach to keep tensions low.
The bottom line? When agents use live video tools, they can make room for the empathy needed to make support interactions a breeze.
Use Technology to Deliver Fast, Frictionless Support
Traditional customer support tools create a lot of friction. And friction increases TTR – something call centers can’t afford amid today’s sky-high call volumes.
With the help of live video, though, agents can power through call queues while delivering the high-quality support customers demand. Your customers will value the time savings. They’ll rave about their support experience. And in the long run, they might even turn new customers your way.
