Video conferencing does not = meetings! Now that we have all been exposed to video calling in so many ways, let’s take a step back and look at the opportunities to go far beyond meetings and turn video chat into a strategic growth opportunity for your sales, marketing, support and product goals.
First you want to identify the goals, “What’s the intent of this interaction?”
- Is it sales to attract, explain and engage new customers?
- Is it meant to engage people who already know you and you need to interact with them to become customers?
- Or is it meant to service your current customers, delighting them and transforming them into happy customers!
- Finally, is it for your team to connect or work more efficiently?
To help spark innovation, here’s a list of ways you could be using video conferencing or video chat. Get creative and think about how you might be able to combine learnings from the various video use cases to produce your own creation. There are no boundaries.
10 types of video conferencing or video chat:
- Meetings - Let’s start with the obvious. Like it or not most of us are in 2-4 meetings per day. Meetings are better with video so make sure you are using a platform that encourages video as the central medium. Remember our understanding in meetings is 7 percent verbal, 38 percent vocal and 55 percent visual. Don’t settle for the basics, you could innovate your meeting strategy by adding video chat to the “places” you need to meet people. For example, what if you had an always open meeting room for your marketing team? You could have a set meeting time, but you could also pop into the “marketing den” any time to meet with peers or check in on conversations. In that meeting room you could store your most important documents like marketing plans and calendars.
- Basic customer service - Sometimes text chat just does not cut it for customer questions. So how could you quickly escalate to video chat? By embedding video chat into your customer service tool set, you support team could text a link and jump on video to see the faulty product or guide a user to the right solution quickly. With a smiling face on the other end and a problem solved, 5 minutes on video chat is sure to move customers from frustration to delight. Important: keep the customer in context of your support channels, don’t send them a link to join a zoom meeting.
- Creating a new service offering - Mind blowing how many new business ideas have gained traction with a 100% virtual delivery. So what is holding you back from innovating your model and keeping pace? There must be some segment of customers that would rather just connect with you online. *Special note* don’t just think about existing customers, you might be able to delight a customer base you never reached before by adding video chat to your service offering.
- Delightful customer experiences - If your product or sales process is complex you probably have 7-10 customer touch points. If you find opportunities to reduce friction, customers will respond. Video conferencing is a great way to delight your customers at each step in their journey - consideration, purchase and ownership.
- Community - Many business and nonprofit organizations have engaged communities. The role of the organization is to plant the seeds and create opportunities for the community to connect in meaningful ways. It’s 2020 and COVID is likely to hinder in person community events so let’s start thinking beyond forums and groups to virtual meeting spaces powered with video chat.
- Collaboration - Similar to community, some companies have lots of customers working at the same time in their ecosystem. Simply add video chat as an option for users to connect with other users. You can make it very open to allow any connection, or only allow users to connect with people in their network.
- Advisors and mentors - Every successful business has power users, experts or evangelists. By creating 2 way video connections between these people and those who want to learn your company will grow. Almost more importantly quick video calling between these groups will be efficient and timely.
- Product enhancement - Similar to completely new service offerings with video conferencing, just adding video chat to your existing product could improve it’s value. Let’s say you offer a platform for dentists to manage their business and customers. Why not add video to your product, giving dentists the ability to use your tool to virtually deliver their service.
- Ad-hoc conversations - Sometimes a quick video chat sync can feel cumbersome. It doesn’t have to be a meeting, if you have the right video chat tool, you can quickly start, invite and engage. It could be 20-30 seconds from issue to video chat without set up, downloading, signing in, or passwords.
- Recurring discussions - You know those conversations that you have 100 times a year? Repeat information, the same questions, the same next steps? Now is the time to drastically improve that process. Collect the information for the meeting and connect your video chat service. Now you have one location where users can use the information before, during and after your call.
These are just 10 ways to use video conferencing or video chat, combine any of them and you have endless possibilities. At Zipcan our mission is to bring video chat to every corner of the web. We think about these opportunities every day and our customers are innovating with our simple service. Share your ideas on our social channels and we would be happy to hop on video for an ad-hoc conversation about your particular use cases.