When an organisation has decided to adopt video as a means for interacting with customers and the public, it can seem daunting to make sure you get it right. At SQOD, we strive to ensure all users of our platform have all the tools necessary to succeed with adopting the solution and use it to its full potential.
We’ve put together our handy guide of how to develop a video-first culture, and when you start using SQOD our customer success team will be there every step of the way to ensure that the roll-out of the platform is a success.
1. Define Clear Objectives and Benefits
- Clearly define why video consultations are being prioritised. Objectives might include: improved customer satisfaction, better engagement, improved efficiency of consultations.
- Communicate Benefits: Articulate the benefits to all stakeholders, such as convenience, personal interaction, and the ability to share visual information easily.
2. Identify Your Target Audience
- Identify User Cases: Determine the primary areas within your organisation where video consultations can be beneficial.
- Needs and Pain Points: Identify what problems your organisation faces, and how video consultations can solve them.
3. Develop Policies and Guidelines
- Create Usage Policies: Develop clear guidelines on how and when to use video consultations, addressing issues like privacy, data security, and user consent.
- Standardise Procedures: Establish standard operating procedures (SOPs) for scheduling, conducting, and documenting video consultations.
- Trust and Security: Address any concerns about privacy and data security.
4. Create Engaging Content Promoting the use of Video Consultations to your Stakeholders and Customers
- Videos and Webinars: Produce promotional videos explaining how video consultations work and their benefits.
- Blog Posts: Write articles detailing success stories, common use cases, and tips for making the most of video consultations.
- Infographics: Create visual content that summarises the process and benefits.
- Inform the Community: Use various communication channels to inform the community about the availability of video consultations, including websites, social media, newsletters, and public announcements.
- Highlight Benefits: Emphasise the convenience, efficiency, and safety benefits of video consultations to encourage adoption.
5. Training and Support
- Staff Training: Provide comprehensive training for staff on how to use video consultation tools effectively, including technical troubleshooting and best practices for virtual interactions.
- Public Education: Educate the public on how to access and use video consultation services, offering tutorials or helpdesks to assist with any issues.
- Referral Programs: Implement a referral program where existing users can refer others and earn rewards.
6. Provide Excellent Customer Support
- Help Center: Create a comprehensive help centre with FAQs, tutorials, and troubleshooting guides. SQOD provides a help centre which features how-to guides of how to use the platform which can be utilised by our customers.
7. Promote Accessibility and Inclusivity
- Ensure Accessibility: Make sure the video consultation tools are accessible to people with disabilities, offering features like closed captioning or sign language interpretation.
- Language Support: Provide options for multiple languages to cater to a diverse population.
8. Feedback and Continuous Improvement
- Gather Feedback: Regularly collect feedback from both staff and service users to identify strengths and areas for improvement through surveys
- Iterate and Improve: Use the feedback to refine processes, update training materials, and enhance the technology as needed.
- Analytics: Use SQOD’s analytic features to track usage, ad use these insights to improve the use of the platform
9. Scalability and Future Planning
- Plan for Expansion: Once the initial implementation is successful, plan for scaling up the service to other departments or services.
- Stay Updated: Keep abreast of technological advancements and regulatory changes to ensure the video consultation services remain current and compliant.