Expert Streem call preparation and messaging

 

Pre Streem Call Availability

There are a few items to confirm with your customer before starting a Streem call.

 

• Safety first. Please remind the customer to be aware of their environment and look away from their smartphone when they are walking. 
• Confirm the customer is able to safely access the product and/or space the Streem call will be addressing.
• Customers may be calling from their car or someone in their household may be utilizing the space. There are many reasons a customer may not be ready to engage in a Streem call so it is important to get this confirmation first. 
• Verify that the customer is/will be using a smartphone or tablet and recommend they connect to wifi. Please note that smartphone audio and video settings are key to a seamless experience. 

 

Please see the Streem Troubleshooting Guide for more recommended customer phone/tablet settings. 

 

How to Introduce Streem to Your Customers

 

Once you have confirmed the customer is available to Streem, the following introduction is recommended:

 

“We have a tool that utilizes video streaming via the camera on your smartphone. This will allow me to see what you’re seeing to better assist you. It's very simple to use.

I'm sending you a link via text message. Just click on it, agree to the terms and conditions and you'll activate a Streem call with me."

Alternative Language Suggestions

 

Streem is a new tool that can be difficult to explain to a customer.  Below are some common mistakes made when describing Streem and some alternatives to use so your customer has the best experience possible. 

 

AVOID: I need access to your smartphone, camera, data

USE: I will send you an invitation to a Streem call 

 

AVOID: I can/need to see your home

USE: Seeing your product will allow me to better assist you

 

AVOID: Facetime or Zoom Call

USE: Virtual service tool or video streaming service