Initially, I was going to write what you should invest in for working from home, such as an ergonomic chair or a proper desk. However, I deem this essential and almost not worth mentioning. I took some time to think of what I would write, and what I believe is the most important to focus on is, what things you should buy for a better customer online experience.
I would also like to state that I have not been sponsored to mention any of these products; this is just what I have tried and experienced.
Some companies had managed to stay ahead of the digital transformation curve when all their meetings turned remote, not much changed for them. On the flip side, I am seeing lots of organizations struggling with this new normal.
Here are a few things you should invest in to make your meetings from okay to an exceptional experience.
NUMBER 1: a Headset with noise cancelling
Most of us have some sort of communication device. However, these range from speakerphone on your laptop to the free headphones included with your mobile phone purchase.
The reason why your internal speaker on your computer doesn’t do the job is that it picks up so much external noise from your room. Most of the time, it has a challenge picking up the correct audio in the room. I have participated in numerous meetings, and the customer rarely raises the concern of sound during your sales pitch to say they can’t hear you well. I find headphones such as beats and apple AirPods also not up for the job for these types of meetings unless you are just listening.
My point is to invest in a headset where the company primarily sells communication devices that you have been tested in this type of environment and know works well. I have selected the Plantronics Voyager Focus UC. I have used it now for almost two years and absolutely love it because I get feedback from customers that the audio is excellent. I have also had some experience with Jabra and love Logitech! Even some budget-friendly headsets that work well.
NUMBER 2: An External Webcam
A lot of sales executives have needed to pivot from onsite meetings to over the phone. As you know and from your experience of the last three months it is not the same experience for our customers. It is going to be different.
I decided to invest in a decent steaming web camera that I could place above my monitor so the customer would see me front in the center. I have a lot of internal meetings with my team, and I have been viewing the side of their face for about three months. It is excellent for connection to provide eye contact with your team and customers. Trust me; it makes a difference.
The one I have been using and have tested is the Logitech HD Pro C922, and it seems to be working well, minus the fact that I cannot use Zoom backgrounds.
If you don’t want to invest in a webcam, my only suggestion is that you sit in the direction of your built-in webcam as you have these customer calls.
NUMBER 3: A wacom Tablet
Remember the days of whiteboarding in a customers office or on a scrap piece of paper? Well, those days are over in Canada for a few months or even potentially until 2021.
I am not sure when customers are going to want us to come in for a visit, so we need to adjust how we communicate our message and our sales pitch.
I have looked at Zoom, Microsoft Teams, and they both have whiteboarding features. With the Wacom tablet, it offers you no lag time when whiteboarding your meeting. I am in the middle of writing another blog post on how to set it up and the best practices on how to use it.
If you only want to invest in one of these three, I would suggest the Wacom Tablet, and it is so beneficial to draw out or write out what I am talking about with a customer or internal co-worker for training purposes.
What is some tech that you have been using during this time? I am curious about what has helped you connect with customers in a different new way?