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From assist tickets to data bases to buyer onboarding, customer support movies assist make the decision course of sooner, easier, and extra cost-efficient.
A number of years in the past, I had a full load of laundry to do, however my washer wouldn’t begin. Confronted with the prospect of an costly skilled restore (and carrying soiled garments for the following few days), I took issues into my very own fingers.
I discovered a useful buyer assist video on YouTube diagnosing the issue. Following the video’s directions, I used to be in a position to repair the machine’s defective door sensor for the low value of a single cable tie.
Tales like these are the brand new regular of buyer assist. Clients need fast and well timed decision to their points—ideally in an easy-to-digest format. Most individuals have give up a model due to poor customer support experiences. With the intention to preserve your prospects, you’ll want to present a tremendous degree of assist.
Video for buyer assist is the right option to ship faster and simpler options to buyer woes. It quickens the decision course of. Clients are happier with their assist expertise. It even boosts buyer retention by serving to them get extra out of your services or products.
On this information, we’ll scope out the advantages of buyer assist movies, then dive into methods you’ll be able to weave video into each a part of your assist framework.
- Contents
- 1. The Advantages of Buyer Assist Movies
- 1.1 What Video Buyer Service Can Do for You
- 2. The Stats on How Groups Use Buyer Service Movies
- 3. 6 Methods to Put Video to Work for Your Buyer Assist
- 3.1 #1: Construct a Video Information Base
- 3.1.1 Frequent Use Instances for Video in Your Information Base
- 3.1.2 How a Video Information Base Boosts Your Video Search engine marketing
- 3.2 #2: Resolve Assist Tickets with Video
- 3.2.1 Asynchronous Video Assist
- 3.2.2 Dwell Video Assist
- 3.2.3 Getting Forward with Video Buyer Service
- 3.3 #3: Ship Thank You Movies
- 3.4 #4: Create Buyer Onboarding Movies
- 3.5 #5: Optimize Assist with CRM Integration and Video Analytics
- 3.5.1 Assist CRM Integration
- 3.5.2 Video Analytics
- 3.6 #6: Practice Your Buyer Service Workforce with Video
- 3.6.1 Buyer Service Coaching Movies
- 3.6.2 Onboarding Distant Buyer Assist Hires with Video
- 3.7 How you can Overcome the 5 Boundaries That Hold Buyer Assist Groups from Leveraging Video
- 3.7.1 #1: Producing Skilled-High quality Video That Represents the Model Effectively
- 3.7.2 #2: Allocating Employees Time and Sources for Video Manufacturing
- 3.7.3 #3: Producing Buyer Service Movies That Have interaction
- 3.7.4 #4: Having Video Manufacturing Experience
- 3.7.5 #5: Funding Buyer Service Video Manufacturing
The Advantages of Buyer Assist Movies
Entrepreneurs and gross sales professionals have lengthy recognized how nice video is for explaining issues. It’s time for buyer assist to embrace it, too.
Video explains big portions of data in little or no time. Say you’ll want to discover ways to tie a bow tie. It may take lots of of phrases to clarify the method, and the written descriptions of every step may not be clear to the reader. Or you could possibly watch a 10-second GIF, tie that tie like a professional, and arrive at your occasion on time.
“How-to” is among the high 4 classes on YouTube. It’s usually the primary place folks go to get solutions to every kind of questions, from tying bow ties to studying use a product.
Individuals would slightly watch a video to resolve an issue with a services or products as an alternative of getting in contact with the enterprise’s assist crew. And when 42% of customers are keen to pay as a lot as 16% extra for a product with a pleasant, welcoming expertise, it’s in your greatest curiosity to make your assist workflow shine.
And it really works! Right here at Vidyard, 80% of our prospects watch our movies to discover ways to use our platform or remedy a problem they’re experiencing.
From assist tickets to data bases to buyer onboarding, video helps make the decision course of sooner Signal Up Free What Video Buyer Service Can Do for You
- Lower time-to-resolution by answering questions sooner
- Deflect tickets by serving to your prospects assist themselves
- Save on assist prices by closing tickets sooner
- Improve buyer satisfaction by reworking the assist course of into an expertise
- Drive retention by offering personalised connections and attentive care
Good customer support movies ship data in an simply consumed package deal. One of the best customer support movies construct particular person connections between prospects and assist brokers, making customers really feel heard and cared for.
The Stats on How Groups Use Buyer Service Movies
In our State of Video Report, we discovered that extra firms are utilizing video for gross sales and buyer conversations than ever earlier than—even eclipsing YouTube when it comes to video channel reputation.
38% of companies we surveyed are already utilizing video for buyer expertise and assist. (Translation: Likelihood is good that no less than one among your opponents is already producing their very own customer support movies.)
In our survey, buyer assist groups ranked their most well-liked video distribution channels by reputation:
- Buyer conversations and assist movies
- Coaching movies
- Inside communications movies
Additionally they ranked the sorts of movies they’re investing probably the most sources into creating:
- Demo and product movies (watch an instance)
- How-to movies (watch an instance)
- Coaching movies (watch an instance)
- Model movies (watch an instance)
- Buyer testimonial movies (watch an instance)
Able to discover ways to enhance buyer satisfaction by incorporating video into your assist sources? Let’s discover six surprisingly straightforward methods to get it completed.
6 Methods to Put Video to Work for Your Buyer Assist
#1: Construct a Video Information Base
Most prospects choose self-service assist, making a knowledge-centered service (KCS) methodology a must have. When a buyer asks a query, add it to your publicly-facing data base so different customers can shortly and conveniently discover the reply.
You could have already got a data base, however you’ll be able to take it to the following degree by loading it up with video. Movies are succinct methods to switch cumbersome written guides, PDFs, and manuals. Your prospects will love how a lot faster (and extra partaking) it’s to observe a video than it’s to learn a mountain of documentation.
Frequent Use Instances for Video in Your Information Base
- Troubleshooting: Resolve prospects’ issues with pre-packaged video directions which are straightforward to observe and perceive.
- Account Setup: Stroll prospects by way of the method of getting their account up, operating, and calibrated to their wants.
- Video FAQs: Compile solutions to prospects’ commonest questions right into a video FAQ. Clients can seek advice from the FAQ for his or her primary queries as an alternative of contacting assist. (You’ll be able to additional broaden these FAQs into full-blown webinars on key assist subjects.)
Utilizing video for these data base subjects (and extra) makes them simpler to digest. Answering these low-hanging how-to questions upfront will increase your deflection price, saving you time for circumstances which are extra deserving of assist’s consideration.
It additionally improves the general B2C and B2B buyer expertise. Wouldn’t you be happier discovering a handy video reply in a data base search as an alternative of ready for assist to get again to you?
Our personal Information Base is stuffed with video steerage. This specific video, which covers embed movies into emails, lives on the related Information Base web page alongside textual content directions, letting customers select whether or not they need to learn or watch.
How a Video Information Base Boosts Your Video Search engine marketing
Search engine algorithms prioritize pages with high-quality content material. Video is an effective way to extend your web site’s degree of high quality.
However search engine crawlers want a bit of further assist determining what your movies are about. Including descriptions and tags to your data base movies closes the hole. Search engine marketing-optimized movies that dwell in your web site’s URL are a low-effort, high-impact option to give your web site an additional search engine increase.
#2: Resolve Assist Tickets with Video
Generally, a easy how-to simply gained’t minimize it. When your data base can’t remedy the issue, prospects contact assist.
Video shines right here too. The place as soon as you’ll ship a text-based response, a video message allows you to stand out. Create individually tailor-made walkthroughs and demonstrations to shortly resolve advanced points. Simply report and ship.
Asynchronous Video Assist
Pre-recorded (or “asynchronous”) video can decrease and even eradicate:
- Emails, Calls, and Chat Assist: Compress your textual content novella, marathon name, or limitless back-and-forth chat dialog right into a video that the person can watch, rewatch, and reply to at their pace.
- Annotated Screenshots and Distant Logins: Instantly report your display to indicate the person precisely what steps to tackle their finish. They will replay complicated segments to make sure they’re doing it proper.
Video’s precision comes from displaying as an alternative of telling. It streamlines assist, making it simpler for each the agent and the shopper. Tickets shut earlier within the assist course of. Assist personnel could be extra productive. Plus, movies could be repurposed for future assist requests or as data base content material. It’s a win/win/win.
Dwell Video Assist
However typically, a pre-recorded video simply doesn’t minimize it, particularly when a one-to-one connection is a key a part of your buyer expertise.
On this use case, synchronous video turns into much more highly effective. Video chat customer support allows you to hyperlink with prospects on the opposite facet of the world to offer them with the identical degree of care they’d obtain strolling right into a brick-and-mortar location.
Premium manufacturers that satisfaction themselves on a concierge expertise have probably the most to achieve from this sort of video chat assist. Personalised video customer support facilitates purchases with massive value tags. It’s additionally a greater option to assist tailor-made product implementations that require extra superior troubleshooting than primary how-tos.
Getting Forward with Video Buyer Service
Video is a lot extra private than a textual content or a cellphone name. Keep in mind how we stated that prospects need their assist expertise to be, nicely, an expertise? Responding to a ticket or reaching out utilizing video is the right alternative.
Clients pay probably the most consideration to the standard of your service after they’re attempting to repair a problem together with your product. Even when your assist employees can’t present an ideal answer, they will make a private connection by way of video to salvage the shopper relationship (and perhaps salvage future gross sales, too).
From assist tickets to data bases to buyer onboarding, video helps make the decision course of sooner Signal Up Free #3: Ship Thank You Movies
It’s an excellent transfer to succeed in out to customers after a assist dialog to thank them for his or her time—particularly in the event that they didn’t obtain the decision they wished.
Substitute these dry emails with a customized video from the assist agent. One of the best thanks movies use the shopper’s title and seek advice from the precise particulars of their assist request. An attractive thumbnail, like your agent waving on the digicam or holding up a bit of paper with the shopper’s title, catches the viewer’s consideration and seals the deal.
When an agent sends a customized thank-you, a cheerful buyer might be much more happy with their high quality of service. For the shopper who didn’t get their concern solved, they may seemingly recognize the trouble to make amends. Both approach, the additional little bit of consideration propels that web promoter rating (NPS) a bit of greater.
#4: Create Buyer Onboarding Movies
Getting began with a brand new services or products could be complicated. You’ll be able to clean this course of utilizing video, too.
A library of buyer onboarding movies you could ship to new customers makes their first few days or perhaps weeks together with your product a breeze. Use these movies to take prospects by way of the startup course of. Then, you’ll be able to present them use a few of the greatest options your product has to supply.
A high-quality onboarding expertise makes it simpler for purchasers to begin utilizing your product. It additionally cuts down on the variety of onboarding-related tickets they ship to assist. Plus, it makes it extra seemingly that customers will get invested in utilizing the product, use it to its full potential, and finally turn into promoters of your model.
Vidyard’s Shut-Up video sequence particulars key options of our platform. We ship these movies to new signups as a part of the shopper onboarding course of. They assist them higher perceive all the things they will do with Vidyard.
#5: Optimize Assist with CRM Integration and Video Analytics
Video integration is a tremendous probability to extend the effectivity of your complete buyer assist org. Instruments like video CRM integration and video analytics make your workflows cleaner and enhance assist outcomes.
Assist CRM Integration
By integrating video proper into your buyer assist software program (CSS) or buyer relationship administration (CRM) system, you’ll be able to join customers with the movies that may remedy their issues within the best and most direct approach.
Brokers can create and share movies from assist responses, robotically tie movies to buyer case data, and set off additional actions. For instance, if a buyer solely watches part of a assist video, brokers could be notified to succeed in out to offer additional assist. Alternatively, if a buyer watches a assist video and signifies that it resolved their concern, they will present suggestions with out leaving the video and robotically shut the assist ticket.
Video Analytics
Video analytics offers you a glance into what’s and isn’t working to your assist technique.
With emails, portals, and PDFs, you ship the content material to the person and hope for the most effective. However with the precise video analytics answer, you’ll be able to see how a lot of every video a person views, in addition to the place they’re pausing and rewatching.
Analytics additionally allows you to frequently optimize your complete crew’s efficiency. As brokers create, ship, and save movies, your crew can assessment what labored, and what didn’t, and see the place they will enhance.
Analytics is a good useful resource for insights to gasoline coaching and training to make your buyer expertise the most effective it may be.
Listed here are a number of examples:
- If viewers usually skip a protracted intro sequence, you realize to trim it down
- If one agent’s movies result in drastically decrease dealing with instances, you’ll be able to analyze what they’re doing in another way and move it on to the remainder of your crew
- In case your prospects persistently entry a assist video on Function A however hardly ever on Function B, you realize to prioritize extra content material and agent coaching round that function
#6: Practice Your Buyer Service Workforce with Video
Buyer Service Coaching Movies
Exhibiting somebody do one thing utilizing a visible support makes the method a lot simpler. (That’s principally what buyer assist is, proper?)
The identical goes for coaching reps. Customer support coaching movies assist learners simply grasp advanced subjects or workflows by seeing them in motion on display.
Better of all, they’re a snap to place collectively. Simply report a video as soon as, then re-use it without end.
New hires can progress by way of your library of customer support coaching movies at their very own tempo, or assessment modules they’re scuffling with. Coaching movies additionally make nice fast references to your present workers: They’re splendid for introducing new instruments or approaches to your reps, and so they get far more engagement than a multi-page Phrase doc.
Onboarding Distant Buyer Assist Hires with Video
In the event you’re working with a hybrid or totally distant buyer assist crew, you already understand how tough it may be to deliver them on top of things.
That is the place customer support coaching movies are available. Getting movies out of your supervisor is far more private than faceless emails or PDFs. They assist distant workers really feel extra linked with their crew and with the general company tradition.
For a bit of further perception, try the 13 issues our personal crew discovered from onboarding distant workers.
How you can Overcome the 5 Boundaries That Hold Buyer Assist Groups from Leveraging Video
In our State of Video Report, the shopper assist groups we surveyed recognized 5 main blockers that stored them from placing video to work. Right here’s recommendation on overcome every one.
#1: Producing Skilled-High quality Video That Represents the Model Effectively
Some sellers fear that the movies they produce gained’t look or sound adequate for person consumption. In the event that they solely have a webcam and a primary headset to work with, they concern the standard of their movies might be too low.
Video high quality isn’t crucial factor. Video authenticity is. That inbuilt webcam, when mixed with a display recorder, is all of your reps really want.
Learn our information to constructing distant workplace recording setups. There’s suggestions for enhancing even probably the most primary of video setups with out having to purchase new tools—in addition to product suggestions in case you do need to equip your crew.
#2: Allocating Employees Time and Sources for Video Manufacturing
Constructing on the purpose above: You don’t want to spend so much of funds to get your reps began with video. All they want is a webcam and a option to seize footage from their display (like Vidyard’s free display recorder device).
Have your reps block off a while as soon as per day or week. That point is designated video time. It’ll cut back distractions and assist clean the video creation course of.
And all of the movies that your reps are creating throughout this time will stack up right into a library of reusable video assist content material. Sooner or later, they’ll be capable of dip into this library to shortly reply customers’ FAQs.
#3: Producing Buyer Service Movies That Have interaction
Undecided what sorts of movies your customers will really discover helpful? Get inspiration from the movies that different buyer assist groups are making. Discover our library of buyer assist templates for concepts.
#4: Having Video Manufacturing Experience
Nobody turns into a video professional after their first recording. Consolation and experience is one thing that builds up over time, and your reps will develop it as they make an increasing number of video content material. In brief: The extra they do it, the higher they’ll get.
In case your crew is nervous about getting in entrance of the digicam, present them our suggestions for feeling extra comfy on video.
#5: Funding Buyer Service Video Manufacturing
It’s robust to go all-in on a brand new technique proper out of the gate. Right here’s our recommendation: Hold your preliminary video rollout small. Get your crew’s ft moist with video earlier than committing additional. It’ll assist them construct confidence and mastery over a longer-ramp up interval.
As soon as your crew will get rolling with video, observe how these movies have an effect on your KPIs. Are they dashing up decision instances or rising your CSAT scores?
(Instance: You should utilize Vidyard’s video analytics instruments to see whether or not customers are watching your reps’ movies, and chart how a lot engagement these movies are receiving.)
What would you slightly say to your government crew? “Yeah, video is efficient, I believe” or “Video is efficient, and right here’s laborious information displaying why”? Show video’s ROI from a managed preliminary rollout, then use that confirmed success to maintain increase assist and adoption.
From assist tickets to data bases to buyer onboarding, video helps make the decision course of sooner Signal Up Free This put up was initially revealed on October 21, 2020. It was up to date on September 29, 2022.
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