O online service became common since companies started to adopt the modality of home office due to the pandemic scenario. For this work to be done well, good tools are needed, such as Zoom. Therefore, it is important to know how to use Zoom in online service.
After all, the tool has several functions that can be used for this purpose. So that you know what they are, we bring them in this article, in addition to presenting tips to make an efficient service through Zoom. Come on?
What is Zoom?
Zoom is an online video conferencing platform in which its users have access to audio, video and fabric, making it a good option for everyone who needs to hold online meetings both via desktop and cell.
Despite being launched in 2013, Zoom had a significant increase in registrations in 2020 due to the social distancing caused by the pandemic, which increased the number of companies that joined the work. home office.
In the first few months of 2020, its number of users went from 10 million to 200 million.
This number is not surprising when we consider that companies have seen Zoom in various uses for customer service as we will present below.
How is Zoom used by companies?
Zoom is a very complete tool that serves various business sectors. However, we will focus and show here the main ones that cover customer service:
- meetings: as Zoom enables meetings made by people who are far away, it allows connections to be made with customers who are anywhere on the planet;
- webinars: the tool also has this transmission format focused, above all, on educating and engaging the public;
- bracket: To serve customers who need assistance, you can use Zoom's screen, video and audio broadcasting feature;
- trainings: if there is a need to teach something to customers or employees, Zoom features also work;
- lives: finally, live streams for your target audience can also be done by the tool.
What are the features of Zoom?
to do a good online service, it is necessary to know the tools that it has, we highlight them below:
- Zoom Meetings: is the main function of the platform, it allows up to 1000 participants in the premium version and 100 in the free version;
- Zoom Video Webinars: using it, you can hold meetings with up to 100 speakers and 10 participants as part of the premium solution;
- Zoom rooms: This function is dedicated to sharing multiple screens in video conference rooms, both for present and remote users.
- zoom Phone: is a cloud corporate phone system to make calls with smart features;
- Zoom App Marketplace: here, third-party apps can be integrated with Zoom for a better experience;
- Zoom Video SDK: this is a platform for developers that provides APIs, Webhooks and SDKs.
What are the advantages and disadvantages of Zoom?
Now let's see what are the pros and cons of using Zoom to provide care.
What are the advantages of Zoom?
First let's see the benefits that the platform offers.
transmission quality
One of the biggest benefits of Zoom, of course, is the quality of audio and video while streaming.
So, if your service needs not only audio, but also video (especially for sharing fabric), Zoom is one of the best options on the market that has these functions, in the same way as its competitors, but maintaining the quality.
concurrent participants
Another benefit is getting many participants into meetings at the same time. The platform's free plan allows the insertion of up to 100 video users.
Even if your company is small and doesn't have many employees, you need to consider the possibility of holding a conference with people connected to your company – such as suppliers, for example – who require this Zoom function.
What are the disadvantages of Zoom?
Now we move on to the cons.
Time limit
Despite the advantage of having meetings with many people in the free plan, there is a time limit for its execution. Group conferences (ie with more than two people) last up to 40 minutes.
Other tools also have limitations: Google Meet has 60 minutes for video calls and WhatsApp, despite not having a time limit, it only allows 8 people per group.
So, if these restrictions get in the way of your service routine, the best way is to invest in the premium plan.
Lack of support
As we said, the increase in the number of users on Zoom was quite expressive. This meant that he had to deal with different types of customers and needs.
Soon, the lack of support caused many people who use the tool to experience problems and not get a response. According to Zoom, features such as increased support, tutorials and training were made to help users in this regard.
How to use a Zoom account for desktop or mobile
Zoom is available in desktop version and also in smartphone app format. Now let's show you how you can use them.
Zoom on mobile
After downloading Zoom from the Apple or Google Play Store, you can immediately start a meeting by creating an account or logging in if you have already done so.
Then, choose the option “Start a Meeting” and add the contacts who should participate. If you don't have everyone's email, you can generate the link to the virtual room and send it to any channel where participants are (such as WhatsApp, for example).
If the service is a presentation in which only the attendant should speak, there is the option to mute the other audios. Recording the meeting will also depend on the host's permission.
During the video conference, you are able to send files, which is important if they are customers or suppliers to whom you must send documents such as a draft contract, for example.
If you need to take notes during the meeting, there are also tools that allow all participants to write or even draw during meetings held by cell phone.
computer zoom
When accessing the official Zoom website, you will find the same options as in the mobile version in the top right menu. However, in this one, there is an advantage: downloading the Zoom software is optional for the guests.
While it is recommended to have it installed on your computer, the people you will be calling into the meeting only need to enter their caller ID to join.
In addition, the menu located on the left part of the screen is very complete and intuitive for you to enter or modify information about the meeting.
In case you have any doubts regarding how to use the tool, the desktop version has very complete tutorials (in English).
⚠️ Also check out these related articles 👇
➡️ Learn how to do online service at home office
➡️ Discover the 10 tips on how to implement online service on WhatsApp
➡️ Check out 5 practices on how to implement online chat in your company's service
Tips for doing online consultation via Zoom
Finally, we bring here a total of 4 important tips for you to take into account during consultations.
1. Record your meetings
When attending Zoom, make sure that all meetings are recorded for the following reasons:
- you may need to refer back to the conversation at some point later;
- if, in a customer service, he disputes something that was said, the recording becomes the evidence;
- it is recommended to have the service history saved in order to analyze and improve it constantly.
In order not to overload your computer or mobile memory, recordings can be stored directly in Dropbox or Google Drive.
Important: Before recording the call, you must inform the person participating in the meeting to have their consent.
2. Take advantage of multi-screen views
Zoom has the feature that allows you to display multiple screens in one place, which is very common in meetings that involve many people.
If the service is done with more than one person, this function can be interesting, as it generates a climate of union that refers to the meetings that companies used to have in pre-pandemic times.
When you share your own screen to show something (like a presentation, for example), it is highlighted while participants' screens are minimized.
3. Take care of the background of the calls
As much as the quality of service is the most important point, it must also be taken into account if the attendant appears on camera.
Even though the home office allows people to work dressed however they want and in any corner of the house, it can convey an unprofessional or unprofessional impression.
Therefore, it is important that the attendants look for a room in the house that is organized, well lit and that gives the feeling of a working environment, even inside the home.
4. Reuse past meeting ID
Every time you hold a Zoom meeting – or, in the case of this post, an appointment – an ID is generated, that is, a number that identifies a call made or scheduled.
Within the tool, you can create recurring or one-time meetings whose IDs expire instantly after the call or within 30 days of scheduling, respectively.
This means that, if you have regular appointments with the same people, a good tip is to use the same ID during this 30-day period, as this avoids the rework of creating different IDs.
By following these tips and guidelines that we present to you throughout this article, you will be able to use Zoom for online service.
We take the opportunity to remind you that there are other tools that are used for this purpose, such as WhatsApp. To find out how you can use it for this purpose, check out this content we produced on the topic!
