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Imagine How Instant Video Can Change Customer Service

Imagine How Instant Video Can Change Customer Service

Last month, Facebook added Instant Video capabilities to their Messenger app. It’s exactly what you’d expect: you can broadcast live video specifically to the person you’re messaging. It’s very similar to Skype, which is one of Facebook’s biggest competitors in the messaging space. Retailers and other business owners should be thinking about the role instant video has as a customer service tool.

[Tweet “Skype is one of Facebook’s major competitor in the messaging space.”]

Customers are increasingly comfortable using messaging apps to communicate with brands. Facebook has rolled out a number of bots to automate some basic parts of the customer service experience: things like confirming your physical or web address, hours of operation, and even some simple sales. Those bots can only do so much: effective customer service and sales will always require some degree of human to human interaction. That’s where live video comes in.

Live video gives you an opportunity to demonstrate who you are and what your brand is all about. It’s an ideal platform for answering questions about what a product looks like, or how it works. Additionally, live video is fantastic for providing instructions or clarifying areas of confusion.

Sometimes customer service conversations can get really heated, especially if a customer is upset about something that didn’t go the way they’d anticipated. Customer service experts have found that face to face contact with a customer service representative can reduce customer’s anxiety and stress levels tremendously. This makes sense: so much of communication is non-verbal. Live video allows the customer to see the representative’s facial expression and body posture, which can make it easier for them to know their concerns are being heard and will be addressed appropriately. Of course, it is a good idea to make sure your team is trained and prepared to present themselves in a professional fashion on video chat before you start using Live Video in this way!

People feel a stronger, deeper connection to brands they engage with on a one-to-one basis. Using Live Video can help your customer service team establish and strengthen the bond between your company and your customers. Consider how you’ll start using Live Video today.

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Creative Director/Senior Designer

Tom DiGrazia

With over a decade and a half of professional design experience, Tom brings his knowledge of design principles and focus on user experience to every aspect of his contribution to TTG. Paying special attention to each client’s brand, personalized needs and individual interests, he strives to create compelling concepts utilizing intuitive and highly-refined design solutions. In addition to traditional and digital design work and oversight at TTG, Tom also boasts a wide portfolio of web development projects with the company, allowing him to stretch his CSS and HTML skills across multiple platforms and disciplines. He feels that being a designer in the digital landscape of websites, eCommerce solutions, email marketing platforms and social media, it is important to understand the code that goes into these areas as it assists his ability to tailor designs specifically targeted to achieve the best end result and further builds understanding and communication with backend development teams.

In his off hours, Tom is an avid pop culture enthusiast, staying up to date on the latest shows, films, comics and games. He can also typically be found taking part in a whole host of artistic activities that help him further stretch his creative legs. Regardless of the activity, Tom is always accompanied by his dog, Eli, and his cat, Tib.

Design, Photography, Illustration, Digital Imagery Manipulation, Wesbite Development

Photoshop, Illustrator, InDesign, Lightroom, HTML/CSS, Wordpress


Courtney Dumont

As Senior Marketing Strategist & Analyst at Technology Therapy Group, Courtney is energized by the ability to flex both her left and right brain daily. Courtney discovered her passion for Marketing at Bryant University, where she spearheaded research on students’ perceptions of Social Media Marketing for her Honors Capstone Project. After graduating Bryant in 2012, she joined the Technology Therapy team, where she’s honed her skills in social media, search and social advertising, email marketing, SEO, and more.

Since joining the team, Courtney has created digital marketing strategies and managed campaigns for clients across the country, ranging from plastic surgery centers, to jewelry stores, to construction companies. With a cohesive, cross-channel approach and a focus on data-driven decision making, she has increased their leads by up to 217%. But Courtney doesn’t leave her zeal for social media at the office; she also runs a local foodie Instagram account with her husband to document their meals across Rhode Island and beyond. Check them out: @hoppilyfed.

Marketing Strategy, Data Analysis, Google Ads, Facebook Ads, Social Media

Google Analytics, Google Ads, Facebook Ads, Facebook Creator Studio, Instagram, Klaviyo, Mailchimp, Emma Mail, Google Data Studio, WordPress, YouTube, LinkedIn, Facebook, Microsoft Office