How Video Calls Expedite Customer Interactions

I work for a company that sells and installs security camera systems nationwide. It’s not always easy, because every job and every location is completely different, and there are only a few things that are the same every time. We only have one office, located just outside of Cincinnati, Ohio. So you can see where complications may arise.

Before any installation, we have to see and inspect the area in which the cameras will be installed. There has to be a game plan for where everything is going to be in order to function properly and take care of the client’s needs. Usually, this involves having a representative from the closest area to the job site travel to meet with the client, and spend a few hours checking everything out and taking notes. This can get pretty pricey because of the travel time, and time spent at the job site.

A lot of times, actually most times, this isn’t good for anyone. The company has to pay the rep for the time spent at the job site giving a quote, and the travel time. To make it even worse, most clients want a free quote, which involves a site visit. It’s not an easy thing to do.

So, the other day, I’m sitting at my desk and going about my normal routine in the office, and my boss pulls out an iPad and starts Skyping with someone. After a few minutes, I realize hes actually on a Skype call with a client from the other side of the country. He was asking the client to show him around his business, asking questions, and coming up with a game plan for installation right from his desk.

It’s not so much that I was amazed… I mean, we have all made Skype calls, and we have all used a tablet before. It’s nothing new. But I was a little bit shocked that no one has really started doing this on a regular basis yet, or started offering “digital site visits” as a standard service.

Think about it for a minute. You don’t have to pay anyone to go see the site, you don’t have to worry about traveling, and you don’t waste one second of time. You can have the customer show you around the entire place, take notes, and give them a 100% accurate quote without even leaving the comfort of your desk chair. The customer is happy because they got a free quote, and you are happy because you are able to do it so easily.

These are just the little things I’ve been thinking about since I saw it happen the other day. I really think this could be a new standard, and something that we can offer potential clients on a regular basis.