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Forbes is excited to launch video-based customer service.

Hannah Forbes, Head of Brand and Content Managment

By Hannah Forbes | First published: 18th December 2019

A customer using Whatsapp to speak to Forbes Customer Care Advisor

Latest Tech

With customer care at the very core of our business, Forbes is constantly looking for ways to harness the very latest technology in order to deliver an optimum service at all times. We understand that having real help in real time is invaluable to our customers, and our technical help lines provide a multi award-winning service, always endeavouring to diagnose problems remotely before swiftly dispatching on of our qualified engineers. We are always exploring new ways to develop our omni-channel customer service strategy and our head office staff already communicate with our customers via telephone, on-line chat, email, text and social media.

A Virtual Face-To-Face Experience

Our teams are now delighted to also be able to use the latest technology to deliver a virtual face-to-face experience, which will assist further with remote diagnostics, expedite response times and absolutely minimise any product downtime. Introducing video-based customer service will enable hugely beneficial real-time contact with our technical help team. Incorporating video calls into our customer service offering will enable us to:

  • Identify product faults remotely
  • Resolve user error issues
  • Ensure that engineers have the requisite spare parts
  • Eradicate unnecessary callouts – saving customers time
  • Guide customers through product menus
  • Immediately identify where a product swap out is required

Business Whatsapp & FaceTime

In almost a century of operation, our business has evolved considerably over the years and we are always extremely agile and responsive to new technological advances and customer service trends. We fully understand that the human-powered on-line communication is key and that video-empowered communication will comprise an even bigger part of businesses' multichannel customer service strategies going forward. For us, it is about providing our customers with the freedom to decide how they wish to communicate with us, and enabling a simple solution that is simple to use and easy to access. To this end, we will be facilitating this service through Business Whatsapp and FaceTime as, after extensive research, we believe that this is the most accessible means of video communication for our customer base. We are excited about the additional degree of personalisation that it will bring to our customer interactions and the added professional edge it will deliver to our service delivery.

WhatsApp and FaceTime logos