Communication
Channel |
Improved with
Online Video |
Implementation
Options |
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WEB SITE
The internet can provide a very robust interaction with consumers. But the challenge is providing the user with content that engages and retains their interest. |
Video dramatically improves the internet experience. Over 75% of internet users already watch online video, consuming over 8 minutes of video in a single session. |
- Install the video player on your web site – small amount of code to implement – and begin to immediately offer professional video.
- The customer can be encouraged to REACT to the video, completing a series of educational videos, and even receive a certificate of completion.
- Individual videos can be used to support specific web content, enhancing the customers understanding.
- Video can link back to other documents or forms on the web site.
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CALL CENTER
In this environment, a call center to deal with customers in crisis can present a significant challenge. It can be hard to staff, difficult to train, and deliver inconsistent results. |
Video enhances the call center by delivering a consistent message to customers on the web, as well as providing the call center agents an opportunity to direct the customer to the video education series. This increases your pull through and lowers your costs. |
- Send customer a customized link to a video tutorial to get them started – this will increase the response rate, and decrease talk time.
- Prompt “customers on hold” to visit video tutorial, which should make existing agents more efficient.
- Encourage customer to share the video with family members or financial advisors.
- Videos can be produced in multiple languages, improving your ability to communicate with customer.
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DIRECT MAIL
Sending documents and material to the customer is typically a step in the process of communicating with the customer, but you cant be sure if they read it, understand it, and even respond to it. |
Video enhances your direct mail efforts by allowing you to direct customers back online for an education session. Video allows you to hear it, see it, read it AND react in a single session.
Use of video may reduce the amount of documentation sent, saving time and money. |
- Include link directly in mail to video education series.
- Use the videos to supplement the “dense documentation” that customers often receive.
- Stress that the video series is confidential and available all day, every day, no waiting.
- Include pictures or images from video, to make marketing pieces more robust.
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COUNSELING
An in-person counseling session can be the most valuable interaction for a consumer who is prepared to engage in it. |
Video can enhance the counseling session by providing education in advance of meeting with the counselor. In many cases, the video education may be able to replace the educational requirement of the mortgage workout program.
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- Counselors send the video link to the customer.
- Counselors can view the video WITH the customer, often having the video deliver tough news.
- Counselors can use the video as a training tool to reinforce their own understanding of the subject matter.
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PUBLIC RELATIONS AND MARKETING
How often are you able to deliver the newest technology, the newest solutions in an innovative way, and prove your commitment to your customers? |
Online video is a web2.0 solution that has proven to be popular with customers. This will provide evidence of your commitment to using ALL the possible tools to help consumers in crisis.
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- Create press releases regarding use of WEB2.0 tools to demonstrate your commitment.
- Use success stories to reinforce your commitment to customers.
- Be positioned as an innovator
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