You read it right! Customer support is now provided over video calls and such services have exploded over the past year. However, with video customer support, there is a question of whether on-demand is better than scheduled video calls or vice versa. Or whether it has any impact on the overall satisfaction of customer experience. This will all be explored in this article.
On-Demand VS Scheduled Video Calls
As the name suggests, scheduled video calls are referred to as video calls that are scheduled. That can be made possible through video conferencing tools such as Zoom, Skype, Microsoft Teams, etc. allowing video calls to be set up for a determined time and date. Families and friends use this option for catching up, and businesses use it for the purpose of meetings. The customer service industry uses scheduled video calls for conducting virtual appointments, personal consultations, etc.
However, there is a disadvantage to scheduled video calls that make customers prefer the on-demand video customer service, which is limiting customers’ convenience of communication by making them wait for an appointment.
This is where the on-demand video customer service comes in, bringing with it a more convenient and seamless customer experience. Customers only have to click on the video button on the website, and they are immediately connected to a customer support agent. For instance, if you have subscribed to one of the fastest internet services in the US i.e. Xfinity internet, you will find the same option for reaching out to customer service on the Xfinity website, which is available 24/7 to resolve any of the customers’ queries.
Now that the basic differences between the two concepts have been cleared, let’s explore the benefits that come with them.
Advantages of On-Demand Video Customer Support
The following are the advantages of a On-demand Video Customer Support
Instant Communication:
As discussed above, the one advantage that comes with on-demand video customer support is it is an instant method of starting communication with customers. Customers who expect immediate response can prefer this method of communication with the customer support agents.
Instant communication means that customers can reach out to companies while they are in the buying frame of mind, which is advantageous for the brand.
No Downloads:
One of the drawbacks of videoconferencing tools is that every person involved will have to get the same platform. For instance, if there is a scheduled call on Zoom, then the customer might also need to have the Zoom software. This means that customers will need to download a tool or plugin to be able to reach out to customer support, which might seem like a lot of work.
On-demand video call doesn’t work like that. You can engage in customer support video calls from any channel at your convenience.
Less Joining Issues:
Joining a video call always come with technical issues that prevent a user from joining one. With on-demand video calls, customers don’t have to sign in. Otherwise, it can lead to delays if they forget their username or passwords.
Customers might also have issues following joining instructions, which can lead to disruption of the entire customer experience.
Boost Customer Satisfaction:
On-demand video calls help customers to make a personal connection with the customer support agent, which can prove to be a positive experience for them. It can also build and improve rapport between the two, since video interactions allow better understanding with the help of body language, facial expressions, etc.
Advantages of Scheduled Video Calls
The following are the advantages of a scheduled video call;
Less Internal Resources Needed:
An advantage to scheduled video calling is that there are fewer internal resources needed to manage and support it. For instance, in on-demand video calls, there needs to be a system in place that can make queueing, routing, and dealing with demands on the spot. This requires an element of development and deployment, which is why with scheduled video calls, it is best to prepare beforehand for all elements that might be needed in a video call.
More Time to Prepare:
As mentioned before, when video calls are scheduled in advance, it gives more time to prepare for the customer support agent. This means that they can make the calls more personal to the customers by better equipping themselves with any queries that might need to be resolved.
Final Thoughts
In summary, there are advantages and disadvantages to both kinds of customer support video calls. Ultimately it all depends on the use; whether you want to offer real-time video customer support or scheduled one. In the former, on-demand video customer support is the obvious answer; it is easy to use and doesn’t require customer login, or any downloads or plugins. On the other hand, scheduled video calls in customer support can be used for product demos or personal financial meetings.