Best-Practices and Insider Tips For Closing More Sales Using Web-Based Video Collaboration
by Paul Rudo on 25/01/11 at 5:13 pm
VeriShow is an app-based corporate support platform created by HBR Labs LLC.
HBR Labs is a technology company that began its entry into web collaboration technologies with LiveMDExpert, a web tool where users and healthcare experts can connect to discuss health-related information.
As an app-based collaborative tool, it provides e-commerce websites (such as jewelry stores, auto dealers, and luxury-item retailers), firms and companies (such as architecture firms, law firms, insurance companies) with a platform where they can communicate effectively and in real time with clients and customers.
The platform allows users to choose different apps to use during the session depending on the type of communication they need. This makes it an effective and flexible communication tool.
Today, I’ll be interviewing Ariella Lis, who is a business development associate at HBR Labs.
How does VeriShow compare to other video-enabled communications apps like Skype or GoToMeeting?
VeriShow is not just a collaboration “solution”; It is a multimedia platform which allows users to integrate several different apps from the list below simultaneously during an online session:
- document sharing
- co-editing
- whiteboard
- screen share
- review web pages
- a variety of calculators
- chat translators
- fill in forms together
- and more…
What are some best-practices for online chat apps when it comes to lead conversion?
It depends on the specific need.
With VeriShow, an online, real-time interaction between a company representative and a potential consumer is supported by a rich set of applications that helps the consumer/participant understand, see, and interact in the sale process, whether the object for sale is a product or service.
While some online businesses do offer live chat to support shoppers, this application takes the engagement to the next level.
For example an online chat conversation with a car dealer can include a video tour of the car and a live session where the shopper can fill in a form together with the salesperson.
VeriShow also has a sophisticated queue management system. This system enables online representatives to collaborate with customers through the platform, and customer-tracking is organized and straightforward.
What should companies look for when shopping around for a video collaboration system like VeriShow?
Companies should evaluate their need first. Are they interested in increasing conversion rate through real-time, live engagement?
Are they trying to generate new efficiencies by eliminating the need to communicate back and forth with customers virtually? Generally, they should look for a service that is SaaS (software as service) based, which does not require the user to download software and can be run from any computer.
They should look for a solution that can enhance their client interaction easily. They should choose a solution which includes applications and tools that fit best with what they need to discuss.
They should make sure the platform works with low bandwidth, so it can work through firewalls, can be used spontaneously and is highly synchronized. Finally, it is also wise to choose a platform which allows for recording and review of online sessions.
What are some of the biggest challenges that companies face when it comes to customer support, and how does VeriShow help? Do you have any real-life examples?
Shoppers want live support even through the web. It is natural for shoppers to call 1-800 numbers (typically staffed by call centers) when they have questions about a company’s product or service, or send an email. But often, that is not enough.
VeriShow provides a customer support environment to help companies get to the next level. We have more than 900 corporate accounts, many of which are companies or organizations with multiple users; they use it to help improve engagement in a variety of industries including e-commerce, e-services, education and more.
What are some of the biggest challenges associated with telecommuting? How do you see the telecommuting trend changing within the near future?
People want to connect with real people – not animated avatars. We help make that happen.
Call centers will need to convert to online live help centers in order to remain relevant with the increasing demand for browser based customer support. Seeing a friendly face and connecting with a real person in real time can make all the difference in customer satisfaction and in sales.
How do you see VeriShow changing in the future?
VeriShow will become a “hub” of several applications that will be used to enhance interaction with customers.
Verishow will soon provide an API so companies can develop or modify their own application to use within the platform during online meetings.
Anything else you’d like to add?
VeriShow is more than just a “screen share” solution. It is a new business paradigm. In that model, there is a core multimedia, web-meeting platform technology that allows for simultaneous use of multiple applications to make web meetings highly efficient, effective, easy and flexible.
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