Summary: An example of how a one-click Skype call improved my customer service experience, and how a VSee video call with screen-share could make it even better.
Yesterday afternoon, after discovering that my tires had been slashed, I was online trying to figure out if my insurance policy would cover the damage. (Yes, BIG, annoying bummer, but fortunately I telework!). I wasn’t having much luck because they wanted me to get an account online first, which I really didn’t want at that point.
Well, lo and behold, I noticed this little link that said something like “Click me for a free Skype call.” I’ve seen plenty of live chat links for customer service (which have mostly been lousy experiences for me), but this was the first time I had seen a free Skype call. Feeling rather like the curious Alice-in-Wonderland, I decided to click it. After all, it was easier than looking up and dialing a phone number, and it would save me some cell phone minutes.
The first click didn’t automatically connect me, but pulled up my Skype account. The second click started up my call, which immediately went to an automated menu system. I had a split second of panic before I found the virtual keypad for punching in my number choice, which immediately got me to a live representative. He was great–sympathized with my situation, explained to me that I needed to file a claim, and then got my information to get it started it for me. It was very smooth and painless…much, much better than a live chat and even less effort than a phone call.
I suspect my insurance company understands the importance of being able to see customer service reps because it has gone way out of its way to hire and train people who are really good at conveying warmth and caring through the phone with only their voices (I mean these people could be voice actors!) The thing is most companies aren’t going out of their way to train that kind of customer service rep, and that’s where a video call could make a difference.
Besides how much cooler would it be if I could also see the customer representative and then visually check to make sure that all the information he or she filled in was correct! That’s the kind of thing that VSee with its secure video call and screen-sharing capabilities makes possible!