In business, information is key, and happy customers are usually created through quick, attentive, accurate service. In simple terms, we know our customers can benefit from speedy results to complex questions.

Collaboration services are born from a desire to bring people together to answer questions and get results quicker. Our team at Perfect Video Conferencing built a successful practice matching great collaboration solutions to problems presented by our customers. The need for an immediate, informed, second option takes that consultation need to a entirely different level. This is a problem that is more complicated and therefore more costly (or profitable) to solve. Yet there is a perception problem.

When you think "second opinion"  you likely default directly to a medical consultation, right? Most people do. But what if second option consultation drove revenue in other arenas?  What if contacting a legal specialist or a language specialist quickly solved your customer needs and also provided you with immediate revenue opportunities? We believe it does.

First, however, let's look to the logic of second opinions rendered in a medical consultation.  In healthcare, there is a proven need for and desire of an informed second opinion. Cancer treatments were the first logical genesis of second opinion consultations. Beyond that, long-term, chronic and complicated conditions like AIDS or Diabetes have modified consumer expectations of medical services and motivated them  to search for an informed second opinion. That second opinion is used then to help address complicated, complex and often life-threatening conditions. Our customers have come to us because they desire providing that second opinion consultation, but also want to do so in a cost-effective, timely and accurate manner.

Hitch Video Contact center was born from this knowledge.  It is better for customers to receive an accurate answer quickly.  It is also more profitable for our customers to service their customers in a more efficient manner.  A second opinion matters, because when done right, it empowers the consumer with knowledge and equips the provider with resources that better service the customer need.

Let's consider the legal customer and a consultation.  Our video conferencing customers resisted the idea of business to consumer consultations under the traditional assumption that an in-person face-to-face consultation is best.  Perhaps it is, but it is also expensive and time-consuming, both for the firm and the client. It can also take considerable coordination.

What if a video consultation could help service the client quicker? Imagine the scenario where an estate planning lawyer could be presented with a issue from a client that has significant tax implications.  The same firm retains a number of tax attorney resources at a different facility.  With a video contact center solution, the lawyer could be meeting with this client - on-site or remotely over video - and could dial into a video call queue to gain the expertise of one of those tax attorneys at the other facility. The firm can leverage the specialized knowledge of their staff, no matter where they are, for a quick access consult.

Does a second opinion matter? Well, that certainly depends on who is offering the second opinion! Hitch services assumes getting a second opinion will not only provide better customer service; it will also solve customer problems and meet their needs in a timely, accurate and cost-effective manner.

Please add a comment to this blog post if you think we are onto something or if you want to hear from one of our team.