Is Video the Future of Customer Service? | Wade Radcliffe

Today we’re talking about the importance of visual context in customer service and to do that we brought on Vikas Bhambri and Wade Radcliffe, who was Director of Business Development at Streem and is now the Vice President of Strategic Sales at Xerox. We talk about why video can really help improve the customer experience, such as cutting down on troubleshooting or quoting time. There may be some pushback from customers or even service reps that they won’t want to see each other, so Wade’s solution is having both be able to see what each other are seeing and discuss their situation, and then ease into having face to face time. Wade’s intro 0:30 Why is it important to introduce visuals? 1:48An example from Vikas 7:08Visuals and car dealerships 10:33How to start with visuals 13:43How it works 15:08“So I’ve seen your space, now let’s have a face to face conversation about how we go about ordering furniture for you, for example. Like a lot of things in the contact center world, you kind of want to have your channels work for you as opposed to you trying to make a certain channel work perfectly.” 6:42