Preparation is everything when it comes to creating a personal connection

Careful preparation is essential for a successful video consultation. Technical requirements must be checked and all important documents carefully prepared. It is important to avoid all disruptive factors so as not to further impair the customer’s attention span, which has already been reduced by the video consultation. As the consultant does not have to travel, the customer often does not feel guilty about saving time. Tailor-made advice that is specifically geared to the customer’s wishes and questions is therefore important in order to establish a personal connection with the customer and create trust. Otherwise, there is a risk that the customer will quickly abandon the consultation.

Benefit from the advantages of the digital consulting platform

Use visual aids to make complex topics in video consultations easier to understand and more interesting. Images, diagrams and videos can help to present products and services in an appealing way, as long as the customer is not overwhelmed and the presentation is well structured. Customers now expect a high standard, so an optimal mix of personal advice and new technologies is the key to a competitive advantage. Regular training courses help us to remain approachable and competent.

Digital consultations have changed the way we contact customers. Video consultations require a different consulting strategy in order to build trust and demonstrate professionalism. Short, easily plannable consultations without travel time offer the opportunity to invite various specialists to the call for individual topics or questions. Screen sharing and the quick exchange of reference readings via chat are further useful tools. However, it is also important to give the customer more time to make decisions and to plan the consultations in a sequence of 2-3 calls instead of trying to close the deal at the first appointment, as is often the case in physical consultations.

A high level of expertise on the part of the consultant is essential in video consultations. The consultant should have sufficient knowledge and resources to answer all of the customer’s questions. As the customer is sitting at their PC or laptop during the consultation, they can look everything up in real time and consult the company’s website. Although this option is also available in a physical consultation, it is used less frequently. To be successful in digital consulting, the consultant must not only be technically competent, but also be able to convey the most important information to the customer and provide them with further resources if required.

Ensuring data security and privacy

Data security is crucial for successful video consultations in the insurance industry. During the consultation, customers disclose confidential information such as personal data, financial and health information. Customers expect their personal data to be secure. Data breaches or data loss due to insecure transmission or storage can lead to a loss of trust and legal consequences.

In video consulting, compliance with data protection laws is essential in order to minimize data protection violations. This includes using secure technologies and working with trusted providers to reduce the risk of cyberattacks or data breaches.

Most companies have implemented appropriate information security management systems, but most errors occur at the consulting level. Consultants often communicate via insecure channels instead of using the tools provided correctly. Companies must therefore ensure that their employees are trained and follow clear guidelines to minimize the risk of data breaches. Careful preparation and a clear structure during the video call can help to gain and maintain the customer’s trust.

Technical equipment and a professional atmosphere

To carry out a successful video consultation, companies need to ensure that they have a reliable internet connection, a high-quality camera and a good microphone. The software used should also be reliable and user-friendly. The room in which the consultation takes place should be well lit and offer a pleasant environment.

The consultant should also make a professional impression, wear appropriate clothing and leave a positive impression on the customer. Clear guidelines for a company with “do’s and don’ts” help to avoid mistakes.