The use of video in business
For an average bread-eater the word “video” conjures up images of their favourite TV show or movie. Typically, no one thinks of a video as a business tool.
Video conferencing in business has been known for ages, but for many years its growth wasn’t at all dynamic. Everything has changed, and that’s due to the convergence of such phenomena as the ubiquity of portable video devices, the emergence of inexpensive and reliable platforms as well as high-bandwidth networks and easy-to-use tools.
And so we dare to say that 2016 will be the year of growth for a video as a business tool. Therefore, you might want to take a look at how a video can be used in your organisation.
- Internal cooperation
To work well, you need to have a great team. You also need to be able to manage that team. The best way to do so is to organise a direct meeting. However, it is only possible if people work in the same place. In this day and age, employees often work in different offices; thus, meetings take a lot of time and mean high costs.
Mobile employees can communicate through teleconference calls, but it doesn’t stimulate creativity. Video conferencing is a different story! You can see your caller and their body language; simultaneous viewing and sharing of documents ensures that each member of your team has the same information. In addition, video conferences are shorter, because they are better organised and more efficient. A recorded audio or video can be then added to project files and will be available for those who need to see it.
- Customer Service
It has been found that a video is a great tool in terms of reducing expenditures as well as strengthening relationships with customers. An interesting example is an ATM video, where customers are greeted by a smiling consultant that appears on the screen. Small wonder, video chat buttons on Web pages are more and more popular. They are used by many corporations, including American Express, Hertz, e-Trade, or Bank of America. Their main advantages include more personalised interactions and a higher ratio of First Call Resolution (properly addressing the customer’s need the first time they call), which means reducing the time spent on customer service.
- Product support
Help-desk staff can use a video call to contact customers and show them how to install or operate a device. Callers can simultaneously view instructions, and consultants can run instructional videos.
When things go wrong, sometimes there is no time to arrange a meeting. Easy-to-use platforms, such as those provided by Cisco, allow employees to easily initiate a video conference from their computer or a Cisco phone. If a problem happens in a remote workplace, participants of a videoconference can share photos or descriptions to solve it.
Another great example of the use of video technology in solving problems is telemedicine. This technology has been successfully introduced into use in underdeveloped countries, where access to medical specialists is very limited.
Probably the most compelling reason for the use of video technology in business is revenue growth. You can replace expensive travels with a telephone conversation or email, and give a presentation through video conferencing. A sales representative or call center consultant can be connected with a potential customer face to face. What is more, they have access to many tools, such as product presentations, charts, PowerPoint presentations, etc. If there is a problem or a question that requires wider consultations, staff may make a video call with a qualified expert.
There are no doubts video channel is growing as an important tool in business communication. That, however, means we need to monitor the contact with the client and its quality. Well, we will write about that some other time!