Video is the fastest way to resolve customer issues and provide answers. Your customers will have a better experience when you help them resolve problems easily. That in turn will help them get more out of your product or service. This post will give you information about the benefits of customer support videos, and then talk about how to integrate video into your support strategy.
The Advantages of Customer Service Videos
If you want to get the most out of your customer support, you should start using video. If a video is any good, it will explain a lot of information in a very short period. If you want to use YouTube for business, it’s important to invest time into creating “how-to” content that educates potential customers. Let’s look at what video customer service can do for you.
- By answering the request forms faster, you’re cutting down on your time-to-resolution.
- Are you able to help your customers solve their problems before they request a refund?
- Not closing support tickets costs customers time and money.
- One way to do this is to make the support process feel like an experience.
- Provide contact information to patients who are lost without it
Good customer service videos are designed to be easily consumed. The best customer service videos enhance the connection between customers and agents while also establishing a personal relationship.
Create Knowledge Base for video:
The same 68% of customers say they prefer self-service support, which means that knowledge-centered services (KCS) will be a must-have. When someone asks a question, you are sure to add it to your knowledge base so other users can find the answer easily. Getting rid of manuals, PDFs, and guides is as simple as loading your knowledge base with video. The video format is a more engaging experience, and it’s also more convenient than reading the documentation.
There are a number of different reasons why it’s good to use video in your knowledge base.
- Troubleshooting Techniques: Customers’ needs will vary from one another, but you can use pre-packaged video instructions as a universal solution.
- Account Creation: Make it easy for your customers to get their account set up.
- Video FAQs: A video FAQ can help you reduce customer support costs, and also get new customers.
Using video to explain these knowledge base topics (and more) makes them easier to digest. The more you can do upfront, the more time your support team will be able to spend helping customers with critical issues.
Resolve Support Tickets with the creation of Video:
Support will turn to an expert if you can’t answer a customer’s question using your knowledge base. Video lets you create tailored walkthroughs and demonstrations to quickly resolve complex issues, just record and send.
1. Asynchronous Video Support:
Pre-recorded or “asynchronous” video can reduce the needs for:
- Email, chat, and calls support: Instead of sending a long text, a recording of a phone call, or a really long chat conversation, you can send it as a video.
- Annotated Screenshots and automatically Logins: This tool will record your screen to show the user exactly what steps to take to get their request fulfilled.
Utilizing video for your customer support is a great way to increase the productivity and competence of your support staff. One thing you can do is to share videos with community members who want to learn more about the software.
2. Live Video Support:
Use pre-recorded video when you can, but if you want to use live video, don’t let yourself be discouraged by anything. Video chat customer service can be used by companies worldwide to provide the same level of care customers would receive walking into a brick-and-mortar location.
3. Start with Video Customer Service:
Videos are more personal than a text or phone calls. They’re more of an experience. By giving your customers a way to get in touch with you, you can help them get the answers they seek. In addition to being more effective, video is often more impactful than text or a phone call.
Send Appreciation and Thank You Videos:
It’s important to say thank you to your customers, especially if they didn’t get the resolution they wanted. One great way to make your support more effective is by adding a video as a follow-up to a customer’s support request. The best thank you videos use the customer’s name and refer to the specific details of their support request. A well-designed thumbnail will capture viewers’ attention and convince them to watch your video.
Establish videos for Customer Onboarding:
When you’re looking into a new product or service, it’s helpful to have a video explaining features and showing you the process. Our library of customer onboarding videos makes your first few days or weeks with our product a breeze. These videos will help you take customers through the process of getting started and show them some great features.
Optimize Support services with Video Analytics and CRM Integration:
Tools like video CRM integration and video analytics make your workflows cleaner and improve support outcomes.
· CRM Integration:
By integrating videos into your customer support software (CSS) or customer relationship management (CRM) system, you can connect users to the videos that can help them the most. Agents can automatically produce and share videos from support responses, and use those videos to create and share customer case records with your company. If a customer watches a video and indicates that it helped them, they can provide feedback without leaving the video and automatically close the ticket.
· Video Analytics:
Video analytics lets you measure what is and isn’t working for your support strategy. With video, you send the content to the user and hope for the best. But with the right analytics solution, you can see how much of each video a user views, as well as where they’re pausing and re-watching. Analytics lets you continually optimize your entire team’s performance. Analytics helps you see which videos are performing best and where you can improve.
Research, analytics, and insight are great resources for improvements to make your product or service experience the best it can be. Here are a few examples of what I mean:
- If viewers often skip a long intro sequence, you know it’s a good place to trim down your content.
- If one agent makes more sales than another, you can analyze why. Then, you can pass the knowledge on to the rest of your team.
- When your customers are using your product, they’re building up their own usage patterns. These patterns tell you where to best focus your support video content and agent training.