For the second iteration of our “Video Trends in 2020” series, we’re looking into a concept that has been gaining traction in recent months: one-on-one video communication.
What is one-on-one video communication?
One-on-one video communication is the idea of using video to communicate with someone face-to-face digitally. There are several applications of this concept that aren’t as new, like video interviews or using video for business meetings for remote team members. In 2020, however, we’re expecting to see these capabilities continue to expand. As the concept takes hold, new ideas will make more creative expressions of video communication possible. Two areas where we specifically expect to see growth are customer touchpoints in both sales and customer service/support.
How to use video for sales
When it comes to sales, many company representatives are inserting short, personalized videos into their sales processes. For example, if a prospective customer has questions about how a service would apply to their industry or business, some companies are finding that it’s more effective (and efficient) to record a quick video explaining the options rather than sending a lengthy email response.
These videos don’t take much time to create, and often they aren’t being scrutinized for production value or video quality, but they’re an easy way to stand out in a customer’s mind. They also make it possible to associate a face with the company’s offering, making the whole process feel more personal and authentic.
How to use video for customer service
The application for customer service follows the same idea. If a customer is having trouble with some portion of your buyer’s journey, or they have concerns about a product or service they received, addressing the problem face-to-face in a quick video is an increasingly popular option. By using this approach, customers get a timely, comprehensive answer to their inquiry, and company representatives are building rapport and can explain complex steps in a more digestible manner.
The idea in any of these cases is to use video in a more casual way to speak to someone digitally, and we’re anticipating these uses to continue to expand into 2020 and beyond. So, next time you’re performing a task at your job, ask yourself: Could I use a video to make my life easier?
If you prompt yourself to consider potential video uses regularly, we have no doubt you’ll be able to find ways to use it to your advantage for digital communication. Let us know what you find!
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