Every business worldwide is impacted by the outbreak of the COVID-19 coronavirus. But especially if your service depends on in-person contact with customers, the outbreak and resulting government measures can pose serious threats to your business continuity.
To maintain business continuity and personal contact with your customers, you might be deploying a video call solution for Customer Engagement. In this blog, learn from our Customer Success team how to implement video calling for customer contact on a short term.
Integrating a new communication channel like video calling in your client-facing team usually takes time. Not only do you need to find the relevant touch points to integrate the new channel in your internal processes, adoption among employees also takes time.
To help you accelerate the implementation of video, we want to share some relevant initiatives from our Manager Handbook that guide managers in actively rolling out video calling within their team. This article is a summary of 4 main steps you can take as a manager in order to create successful employee adoption of video calling as a new channel for customer interaction.
1. Goals: set and communicate clear goals & KPIs
Purpose: Make clear to your team that video calling with customers is a means to reaching the team goals together. Do this by showing how exactly video calling will contribute to your core KPIs.
Step 1: What is the value of video calling for your team? What business results can it bring? Even if the corona outbreak is the reason to start with video calling, the value for your business is not made up by video calling itself.
The business value for you is the result of the personal conversation that video calls allow you to have with customers: define this result in concrete metrics, such as time saved, increase in NPS, rise in sales conversions.
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Step 2: Translate the business values into concrete goals, for example: number of hours in traveling time saved per month, increase to +50 NPS after one month, rise of 33% in sales conversion in two months.Examples of KPIs impacted by video calling. See the full list here >
- Waiting time, time-to-serve
- First-contact resolution rate
- Handling time
- Sales conversions
- Up-sell and cross-sell rates
- Customer satisfaction: NPS, CSAT and CES scores
- Customer loyalty
- CO2 emissions
Step 3: Communicate the goals to your team. An example of how to communicate goals: ”By using video calls for customer contact, we want to guarantee business continuity. Our current sales conversion is 40% and our goal is to maintain this percentage of sales conversion.”
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2. Coaching: use 24sessions for your own 1-on-1s
Purpose: To increase the use and adoption of 24sessions, use the tool yourself! For your own personal or team meetings, for example. This emphasises your personal dedication and allows for some practicing at the same time.
For example, suggest having your team’s 1-on-1s via 24sessions by planning a ‘test meeting’ with the concerned team member. This is the perfect opportunity to discuss the goals that were set, but also to check how comfortable your team member is with video calling.
3. Accomplishing and communicating progress: share successes 🙌
Purpose: Share the successes your team reaches along the way. This will drive adoption and boost the team’s motivation. Examples of successes to share: having a first video call, the first 10/10 customer review or the first deal closed thanks to video calling.
Follow these steps to make sure no-one in your team misses out on successes:
Step 1: Write down the success stories that are shared during team meetings or while you’re gathering feedback in 1-on-1 meetings.
Step 2: Login to the 24sessions platform and read the reviews from your customers. Write down 2-5 positive reviews.
Step 3: Add a reminder to your agenda for sharing a success story and happy customer reviews every 1 to 2 weeks. You can share successes with your team by email, or during an (online) team meeting, for example. This way, video calling will get some positive attention every 1-2 weeks.
Step 4: Invite a top user/ambassador of video calling to share their experiences or tips & tricks so far in a team meeting or via email. An ambassador is a team member who has had 5 successful video calls and is positive.
4. Enablement: Take care of your hardware
Purpose: Video calling requires a webcam and a microphone. Very often, we see that our users make use of the internal camera and microphone on their laptop or computer. However, the quality of this hardware is not always optimal. Make sure you provide all team members with the required hardware, to make implementing video calls a smoother process.
Define the minimum camera and audio quality you think is required for video calling, and then buy this hardware for your team!
Examples of hardware requirements for video calling:
- External Logitech webcam
- External Jabra speakers
- External headphones
Hungry for more tips?
Are you curious about our Growth Model for video calling? Have any questions about how to implement video calls as a new Customer Engagement channel in general? Get in touch! We are ready to support your team wherever possible.
Learn more about our Growth Model for CX video calling >