Zoom Room Technology and Etiquette

ZOOM ROOM

VIDEO CONFERENCING TECHNIQUES

As a social media specialist, you will be called upon to communicate with customers periodically. Although phone calls and emails are appropriate, Social5 encourages the use of video conferencing technology to build strong face-to-face relationships. Our marketing materials describe Social5 as the SOCIAL social marketing company. Our Zoom Room technology allows this to happen. This course is designed to help you avoid amateur video conferencing mistakes, allowing you to communicate effectively and professionally with customers.

How To Access Zoom

First, let’s get you set up with Zoom. It’s simple. Just click on the following link and download the software. The process will take less than two minutes. Once it is complete, you will find yourself in our virtual conference room. Simply leave the meeting once you are done.

Click Here: https://social5.zoom.us/my/meetwithcontent

That wasn’t too hard, was it? Once you have completed certification as a Social Media Specialist, you will have the opportunity to use this room at your discretion to communicate with customers. It will provide a professional environment to discuss matters of content, advertising and SEO with customers. You’ll even have the opportunity to share screens if you would like to illustrate a particular topic.

Because this is a shared room for the Social5 Product Team, make sure to schedule a time with Customer Relations Manager Sherry Sorensen. As you advance through the certification process, private rooms will be made available for your convenience.

Communication Principles

When communicating with customers, please consider the following principles. We want to make sure that all interactions with customers . . .

• Result in a positive customer.
• Provide an unexpected benefit or value.
• Demonstrate expertise in social marketing principles and strategies.
• Lead to a perception of professionalism.
• Convey gratitude and genuine interest in the customer’s success.
• Result in thorough communication back to the Social5 Team to ensure exact execution.

Video Conferencing Etiquette

Communicating with customers via video conference isn’t that hard, right? You might be surprised. To avoid having your video conference look like amateur hour, we would encourage you to read and follow the techniques below. These simple steps will ensure that you have a positive experience with customers that results in more credibility, not less. As simplistic as some of these strategies may seem, they will make a world of difference on the call.

Choose A Quiet Location

The first rule of video conferencing is to minimize distractions. Select a location for your call where you will be free of background noise. This noise could result in customer frustration for a number of reasons. Some reasons are readily apparent. Others aren’t, unless you are familiar with Zoom technology. The customer could find it difficult to hear. They could become distracted from the conversation. Or they could become irritated by your video feed enlarging every time a sound occurs in the background.

Choose An Appropriate Background 

Pay attention to your background. The goal is to make the call to look as professional as possible. Look for backgrounds that are simple and office-like to reinforce that appearance. Avoid backgrounds with closet doors, refrigerators, exercise equipment, televisions and other furniture that would signal to the customer that you are working from an ad hoc space at home. Also avoid backgrounds that include excessive clutter or visual distractions.

Avoid Back-Lighting 

So what is backlighting? This happens when the light behind you is brighter than the light in front of you. Consequently, the camera on your computer will darken your face, making it difficult for the customer to make out your facial features. This happens most frequently when an individual chooses an open window as a background on a video conference call. Look for locations that have an abundance of light on your face, and limited light on your background.

Consider Facial Lighting

Consider adding a lamp to your video conferencing space that would shine some additional light on your face. Although this may seem silly, it can make your image appear more clear and inviting to customers. Just as a smile can lead to a positive first impression, bright lighting can give a perception of approachability and openness that lead to a better customer experience.

Double Check Your Microphone

Before starting the call, make sure your microphone is working properly. Zoom will allow you to check your internal or external microphone before the call to make sure the customer, who may be reluctant to say something, isn’t straining to hear the conversation. You may want to consider asking the customer if the audio is coming through properly. If you have checked your microphone beforehand, you might encourage the customer to turn up the speaker volume on his or her computer. Make sure to speak clearly with the customer and avoid jargon that may cause them confusion.

Use Visuals

Whenever possible, use visuals in your conversation with customers. This will enhance the customer experience, particularly if you can use visuals that are related to the customer’s brand. You can display these using the “Screen Share” function on Zoom. We would encourage you to come prepared to the call with positive information the customer isn’t expecting, such as analytics on social, advertising or SEO performance. This will leave the customer feeling like we have exceeded expectations.