So why are Video Relay and Remote BSL interpretation so important?
Excellent customer service is vital to the success of service provider organisations. Ensuring your customers get the help they need, when they need it and in the way they want it, will drive customer loyalty and new acquisition.
Service providers often set up their customer services over the phone, geared towards hearing people, however it’s often forgotten that there are approximately 150,000 deaf British Sign Language (BSL) users in the UK. These people face daily barriers in accessing services because phones are the number one contact method for many service providers in this country. You might have email or online chat services to support your deaf or hard of hearing customers, but these are often not accessible to BSL users. BSL and English are two distinct languages and for some BSL users, communicating in English can be a huge barrier. If you don’t give these customers access to your helpline services in their own language, you are at risk of losing their business, damaging your brand reputation and most importantly, discrimination.
Also consider an in-branch experience for a deaf customer. When they visit a branch or your reception and need to talk to your staff, what do they do? Do they resort to using pen and paper? It is just as uncomfortable for your staff as it is for your BSL customer. It is also very time consuming. A much better experience would be for your employee and customer to communicate naturally – your employee in speech and the deaf customer in sign language – and have a professional translator relay the conversation between them both in real time. SignVideo makes this possible.