Customer-centric leaders like you should incorporate AR-powered interactive video into your channel strategy, today.
What is interactive video support and what are the business benefits?
- Interactive, remote video support is a business communication tool that layers collaboration tools inside a video call.
- Seeing what customers see provides the context companies need to help their customers quickly and effectively. It removes limits and assumptions and allows the consumer to show a company what they need in real-time
Reasons leaders are utilizing interactive video in their CX strategy:
- Interactive video chat helps customers feel smart
- Interactive video powered by AR is faster
- Consumers want personalized video interactions
Interactive video chat helps customers feel smart
Recently, I bought a new dryer. To my dismay, the dryer did not come with a power cord and I was forced to try and explain to the customer service agent what my dryer outlet looked like. Now, I’m a professional communicator but am not an expert in electrical lingo. Between the words "thingy" and "like", I struggled to articulate whether the prong would point to the left or the right.
If you have ever had to explain even the simplest concepts to an expert, you know how quickly the conversation can leave you feeling unintelligent.
Consumers today are more informed than anytime in history. They do their best to use the information they have to resolve issues themselves and interactive video is a great way to ensure the consumer is feeling valuable when the issue is escalated to an agent.
Interactive video powered by AR is faster
Since I couldn't find the words to explain my power outlet to the agent, we both decided a picture was best. The agent sent me a series of steps to send the correct file. Unfortunately, my picture didn't make it to the agent and I didn't realize that fact until after the call.
Many points of failure can happen in transferring files back and forth and this can lead to consumer frustration and additional costly touch points.
AR-guided video allows companies the ability to collect the right information the first time and incorporate the unique data into their already existing processes seamlessly.
These improved, more efficient customer experiences translate into game changing strategies for customer centric-organizations.
Consumers want personalized video interactions
According to Forrester, customers expect more from customer service organizations. They expect you to value their time, make engagements easy, and deliver answers and resolutions in a highly personalized manner.
Digital solutions are so effective, Forrester Research recently introduced a new emerging category called digital-first customer service solutions which includes synchronous video. Personalized interactive video is now established as an easy and familiar channel for many consumers post-pandemic.
See how innovative brands use interactive AR video
Lowe's Innovation Lab is rethinking how they meet the the needs of their customers in the modern day. One of the areas Josh Shabtai, Sr. Director of Ecosystems for Lowe's innovation Lab and his team are building out is the democratization of expertise.
Lowe's acknowledges home improvement is really complex and they have a unique vantage point in bringing together different experts from all types of improvement backgrounds. One of the ways they are tackling this is to connect experts with customers virtually through their Lowe's for Pros JOBSIGHT experience powered by Streem.
We rely on Pros now more than ever to keep our homes and businesses safely up and running, which is why we are working hard to build new ways to keep Pros working and to be the new home for Pros both now and into the future.
Connecting experts and customer is just the tip of the iceberg for customer-obsessed brands like Lowe's who recently announced their vision to empower their customers to be experts through spatial commerce. "Home improvement can be complex, but at Lowe's, we're investing in emerging technologies like LiDAR, AI and mixed reality to make home improvement simple and intuitive," said Seemantini Godbole, Lowe's executive vice president and chief information officer.