How to Reduce Call Volumes and Improve Customer Satisfaction

The Problem

“Can you read minds?”
Ask most call center professionals and the answer is, “Sort of.”

Call center employees are asked the same questions day-after-day, and call-after-call. So much so, that you wonder, “Well, why can’t a well-designed website FAQ solve the problem?”

FAQs certainly help, but problems remain:

A. It’s not personalized: FAQs do not help that customer understand their unique data. Nor can they give truly personalized advice & assistance.

B. It’s not digestible: Few people enjoy reading big blocks of explainer text.

So, how do you solve the problem?

Digestibility: Simply put, don’t ask people to read a lot. This is where video comes into play. Show, don’t tell.
Visual metaphors: Humans are visual learners. A picture truly is worth a thousand words. Well designed visual metaphors communicate ideas in seconds that words fail to communicate in hours.
Personalization: Video can no longer be one-size-fits-all. Users don’t want abstract data- they want to understand their data, and more importantly, how it impacts them.
Interactivity: We don’t need to guess what our customers want when we can just ask them. Interactive video lets users pick what they want to learn about. Gamifying the experience makes it fun and puts customers in control (and who doesn’t like control?)

Putting it all together:

How do we do it?

Idomoo is the pioneer and industry leader in data-driven Personalized Video. Each user watches a Personalized Video that is uniquely populated with their own data. It’s not a video, it’s their video.

Their name, dates, policies, numbers, services, etc. are tailor-made for each individual viewer.
Each person sees only the scenes that are relevant – and nothing else.

Interactivity takes it to the next level. When data isn’t available, we ask the users what they want.

It’s like an interactive “video call center” with all of the personalized data and none of the wait time.

Results:

89% of viewers rank their Personalized Video positively*
24% increase in advice ranking amongst those that watched a Personalized Video*
7% reduction in total call volume & additional reductions in call duration**
21% reduction in Negative Calls to Care Center***

What are the benefits?

Support costs go down.
Customer satisfaction goes up.
Everybody wins.

Explore More Content

Daryl Goldberg

Daryl oversees the Global Client Services team at Idomoo. He manages projects for major clients, creating and implementing data-driven videos for some of the world's largest brands.

Explore More Content

Subscribe to Our Newsletter

Why Video Changes the Game for Customer Acquisition

You’re more likely to do business with someone you’ve got a good feeling about, right? It’s human nature: We trust what feels welcoming and approachable. Effective customer acquisition efforts are all about creating that positive, familiar relationship with someone even before they become a paying customer. If you’re thinking that sounds tricky, it really doesn’t have to be. Seeding that “good feeling” among your leads can start with something as simple as incorporating video into your marketing strategy. Video has the power to humanize your brand, showcase your personality and build trust — all critical elements of new customer acquisition. Whether you want to introduce your product, present a special offer or simply make a memorable impression, video has a unique way of engaging people, putting a face (or voice) to your brand and making it approachable. Continue reading to discover how video marketing can revolutionize your approach to growing

Why CX Is the Key for Travel Brands Looking To Stand Out

The travel industry has grown rapidly, with more people traveling than before. Global travel and tourism revenue hit $916 billion in 2024 — and it’s only going up from here. The market is projected to grow by 4% annually, reaching $1.11 trillion by 2029. As travel surges and competition heats up, the customer experience (CX) has emerged as the most effective way for travel businesses to acquire and keep guests. While consumers are eager to travel, new pain points can easily get in the way of their excitement. Delays in flights, for instance, increased for most major U.S. airlines in the first half of 2024, with over 20% of flights delayed in August for 9 out of 10 carriers. Issues like these are becoming increasingly common in this current era of travel, and they can ruin brands’ chances to win and secure consumers — especially considering the rise of “JOMO”

How Video Is Driving Customer Communications

Marketers have been turning to video for years to overcome the challenges of text communications. Video is more memorable, shareable and engaging — and people love it. It accounts for the vast majority (over 80%) of all consumer internet traffic. But video technology is changing. Previously, brands used video mainly to communicate big messages. Think of splashy branding campaigns or ad spots to raise awareness. Because video was expensive and often hard to produce and update, it rarely found its way into day-to-day customer communications. Not so anymore. Video doesn’t have to be generic for a broad audience. It can be timely, interactive and deeply relevant for current and prospective customers. One of video’s greatest strengths is its ability to convey tone, body language and emotion, making customers feel truly connected to your brand. This makes it a powerful tool for building meaningful relationships and delivering exceptional customer service. By