Interpersonal Customer Experiences via Video
Have you ever had a difficult time communicating the details of a policy with a customer remotely? Well, technology is always evolving, and now there is a free and easy-to-implement tool that can transform the customer experience through the use of video. It sounds too good to be true, right? Well, this is the real deal, and I’d like to introduce you to a product that my agency recently started using called Loom Video. Loom is a tool that allows you to share your computer screen with a customer, prospect, or client, while including a small video in the corner of the screen of yourself and your voice using your webcam. For some, this may not sound like a game changer immediately, but when we discuss the fine features and how you can make use of this great tool, I’m sure you’ll see the benefit of implementing this powerful tool into your agency as well. But first, why exactly are we looking to focus on video?
Why Video?
We turned to Hubspot, that recently ran a study in late 2016 showing that including a video on a landing page can actually increase overall conversions on that page by 80%. Did you also know that 92% of mobile video consumers share videos with their peers? While this data is incredibly powerful and should immediately convince you that your agency should be marketing via video, let’s focus more on direct communications with customers through video.
Additionally, Hubspot also tells us that if you include a video within an email, there will be a 200-300% increase in click-through rates on that email campaign. That’s huge! Not only that, but after watching a video, 64% of users are more likely to purchase a product online. To top it off, 65% of executives visit a marketer’s website, and 39% call a company directly after watching a video as well.
So how does this all add up for you and your agency?
Customer Communications Reimagined
Here’s where Loom can really have a strong impact for your agency’s customer experience. Have you ever had a difficult time reviewing the fine details of a policy or coverage with a customer or client? In many situations, it’s critical that we as agents go through, line by line, the details on our customers’ insurance so they properly understand how they are covered and what their policy fully entails. If, for some reason, a client can’t visit you in person at your agency, discussing their policy could become difficult.
Thinking Outside the Box
With the power of Loom video, it is now much easier to review a policy remotely with a customer. I can pull up a client’s policy onto my computer screen, and include a video of myself in the corner, while going over their policy. Loom records everything on my computer, my webcam, and my voice, so I can mouse over the details of a policy line by line, and speak to the customer directly about what each detail represents for them in terms of their coverages. After the video is finished, Loom saves the recording, allowing me to send it to the customer or client directly by email, worry- and hassle-free. More importantly, the product itself is free!
In Conclusion
This should be a no-brainer—As we mentioned above, the power of video is that it will most definitely help the customer experience for those who shop through your agency. By using video, we have more face time with our customers, which is also helpful not only for our brand but in developing even stronger client/customer relationships, and can gain us more renewals.
At the end of the day, we answer all of our customers’ questions and needs, they get to see a hard copy of their policy as part of the video, and everything is private between you and the customer, so there’s no breach of confidentiality. To get started with Loom video, visit https://www.useloom.com/ and follow their instructions for getting set up. Remember, the use of video is relevant now, and if you’re not getting on board, then you could be falling behind. Happy Marketing, everyone!
