Customer Engagement

4 Reasons Why Personalised Interactive Video is The Future of Customer Service

Liz Roche, Director, Product Marketing, Customer Engagement Solutions

It’s important for businesses to focus on creating a real interactive personalised dialogue with their customers – wherever, whenever and however they’re ready to listen and respond. These communications need to be convenient, accessible and easy for everyone to understand. It’s a customer service experience that’s no longer just expected these days. In fact, it’s demanded.

We all know social channels have exploded in popularity and importance over the past few years, especially as a viable customer service tool. But, guess what channel has become more important than ever? Video. According to Nielsen's Australian Online Landscape Review the average adult spends over seven hours per month watching online video. And that number only continues to grow.

So, how can businesses ensure that they’re meeting their customer’s constantly changing needs? With the spotlight on video, businesses have a real opportunity here to leverage an increasingly popular channel while also streamlining their operations, meeting customer demand and delivering a better customer experience.

Some businesses have recognised that opportunity and, as such, there has been a growing trend in the use of online personalised interactive video (PIV) for improving customer engagement across a variety of industries.

PIVs allow companies to use customer data to provide the consumer with a chance to “self-serve” in a personalised and interactive way, which can help businesses lower customer service costs and increase customer satisfaction, among many other benefits.

Here are four other reasons why organisations can benefit from PIV opportunities:

1.    Streamline processes

What businesses may not realise is that PIVs can be easily integrated with a multi-channel communications strategy and technology. As such, they can be used to better streamline processes across the organisation, like helping to create easy-to-understand personalised video bills and statements.

2.    Personalise the experience

If you’re not personalising your customer’s experience, you’re missing out on opportunities to truly engage with that customer. PIVs allow businesses to instantly deliver highly-personalised consistent presentation videos that are uniquely designed for each viewer.

3.    Empower sales teams

The customers aren’t the only ones who will benefit – your internal sales team will as well. PIVs can help to accelerate their sales process and empower the sales teams by allowing for simple, automated lead qualification.

4.    Entertain the customers

Customers are constantly inundated by channels competing for their attention. And guess what? The most entertaining one wins. PIVs allow you to customise your customer’s experience and thus, entertain them by keeping them more engaged.

Businesses are beginning to understand the power that video can bring to their organisations. Not only will the approach help lower customer service costs, it will ultimately allow your internal operations to run more smoothly and efficiently.

For more information on the benefits for PIV, read our recent blog “The Next Frontier for Insurance Customer Engagement: Interactive Videos” or click here to watch one of Pitney Bowes’ PIV demonstrations

Watch our recent webinar hosted by Loyalty360, “Powering Engagement Through Personalised Viewer-Driven Video.

In the media: Telstra first to deploy customer video technology