Call center agents depend on verbal communication and customer-provided information during phone calls to assist with sales or troubleshoot problems. However, they cannot visually observe what customers are doing on their phones or screens. This limited insight can create difficulty communicating, resulting in "phone fatigued" customers.
"Watch While You Wait" provides visual context to call center agents and demonstrates how easy it can be for customers to download the service's app. This video bridges the communication gap, targeted to drive smoother sales interactions, more confident sales agents, and longer lasting customers.
After distributing the video to six dealers, five of them shared it with their leadership teams. Among these, four dealers reported significant success when using the video in their training sessions. These four dealers observed a noticeable improvement in the quality metrics related to the video.
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