The 6 common mistakes to avoid when using video in customer service

Video is becoming an essential tool in customer service. However, its use can sometimes lead to costly mistakes that are damaging to the customer experience.

Let's dive into the 6 most common mistakes to avoid.

MISTAKE #1: Building a dedicated mobile app for video

Developing and maintaining a mobile application is expensive. Moreover, few customers are willing to download a new app. The experience of Darty illustrates this trap perfectly: high costs and low adoption.

MISTAKE #2: Using tools like WhatsApp

WhatsApp does not offer native integration with CRM systems. Data exchanged is not automatically recorded in the company's centralized system. Companies should invest in integrated, secure solutions.

MISTAKE #3: Relying on meeting platforms like Teams

Teams, Skype, or Zoom are designed for team meetings, not for customer service specific interactions. They are not suited to effective customer relationship management.

MISTAKE #4: Thinking video is enough on its own

Professionals need additional tools: live annotation, document sharing, real time pointer, photo capture. Without these business specific features, agents are severely limited.

MISTAKE #5: Ignoring internet connection issues

Vizalia provides a phone call running in parallel with the video call, ensuring smooth communication even when the internet connection drops.

MISTAKE #6: Using face to face video in sales contexts

In a sales context, the visual dimension can seem superfluous. Rather than focusing on the visual aspect, the focus should be on the concrete advantages of video: sharing visual information, clarifying complex points, and providing real time support.

By avoiding these common mistakes, you will be able to fully harness the power of video to improve your customer service.