From help tickets to data bases to buyer onboarding, customer support movies assist make the decision course of quicker, easier, and extra cost-efficient.
Just a few 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 subsequent few days), I took issues into my very own fingers.
I discovered a useful buyer help 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 price of a single cable tie.
Tales like these are the brand new regular of buyer help. Prospects need fast and well timed decision to their points—ideally in an easy-to-digest format. Most individuals have stop a model due to poor customer support experiences. As a way to preserve your prospects, it is advisable to present an incredible stage of help.
Video for buyer help is the right approach to ship faster and more practical options to buyer woes. It hastens the decision course of. Prospects are happier with their help 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 help movies, then dive into methods you’ll be able to weave video into each a part of your help framework.
- Contents
- 1. The Advantages of Buyer Help Movies
- 1.1 What Video Buyer Service Can Do for You
- 2. Construct a Video Information Base
- 2.1 Frequent Use Circumstances for Video in Your Information Base
- 2.2 How a Video Information Base Boosts Your Video Search engine optimisation
- 3. Resolve Help Tickets with Video
- 3.1 Asynchronous Video Help
- 3.2 Dwell Video Help
- 3.3 Getting Forward with Video Buyer Service
- 4. Ship Thank You Movies
- 5. Create Buyer Onboarding Movies
- 6. Optimize Help with CRM Integration and Video Analytics
- 6.1 Help CRM Integration
- 6.2 Video Analytics
The Advantages of Buyer Help Movies
Entrepreneurs and gross sales professionals have lengthy recognized how nice video is for explaining issues. It’s time for buyer help to embrace it, too.
Video explains big portions of knowledge in little or no time. Say it is advisable to learn to tie a bow tie. It might take a whole bunch of phrases to clarify the method, and the written descriptions of every step may not be clear to the reader. Or you possibly can watch a 10-second GIF, tie that tie like a professional, and arrive at your occasion on time.
“How-to” is without doubt one of the prime 4 classes on YouTube. It’s typically the primary place folks go to get solutions to all types of questions, from tying bow ties to studying how you can use a product.
Individuals would somewhat watch a video to resolve an issue with a services or products as an alternative of getting in contact with the enterprise’s help crew. And when 42% of shoppers 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 help workflow shine.
And it really works! Right here at Vidyard, 80% of our prospects watch our movies to learn to use our platform or clear up a difficulty they’re experiencing.
From help tickets to data bases to buyer onboarding, video helps make the decision course of quicker Signal Up Free What Video Buyer Service Can Do for You
- Lower time-to-resolution by answering questions quicker
- Deflect tickets by serving to your prospects assist themselves
- Save on help prices by closing tickets sooner
- Improve buyer satisfaction by remodeling the help 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. The most effective customer support movies construct particular person connections between prospects and help brokers, making customers really feel heard and cared for.
Able to learn to enhance buyer satisfaction by incorporating video into your help sources? Let’s get began.
Construct a Video Information Base
Most prospects want self-service help, making a knowledge-centered service (KCS) methodology essential. When a buyer asks a query, add it to your publicly-facing data base so different customers can rapidly and conveniently discover the reply.
You might have already got a data base, however you’ll be able to take it to the subsequent stage by loading it up with video. Movies are succinct methods to exchange cumbersome written guides, PDFs, and manuals. Your prospects will love how a lot faster (and extra participating) it’s to look at a video than it’s to learn a mountain of documentation.
Frequent Use Circumstances for Video in Your Information Base
- Troubleshooting: Clear up prospects’ issues with pre-packaged video directions which are straightforward to observe and perceive.
- Account Setup: Stroll prospects by means of the method of getting their account up, operating, and calibrated to their wants.
- Video FAQs: Compile solutions to prospects’ most typical questions right into a video FAQ. Prospects can seek advice from the FAQ for his or her primary queries as an alternative of contacting help. (You’ll be able to additional increase these FAQs into full-blown webinars on key help 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 fee, saving you time for circumstances which are extra deserving of help’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 help to get again to you?
Our personal Information Base is filled with video steering. This explicit video, which covers how you can embed movies into emails, lives on the related Information Base web page alongside textual content directions, letting customers select whether or not they wish to learn or watch.
How a Video Information Base Boosts Your Video Search engine optimisation
Search engine algorithms prioritize pages with high-quality content material. Video is a good way to extend your website’s stage of high quality.
However search engine crawlers want a little bit further assist determining what your movies are about. Including descriptions and tags to your data base movies closes the hole. Search engine optimisation-optimized movies that dwell in your website’s URL are a low-effort, high-impact approach to give your website an additional search engine enhance.
Resolve Help Tickets with Video
Typically, a easy how-to simply gained’t reduce it. When your data base can’t clear up the issue, prospects contact help.
Video shines right here too. The place as soon as you’ll ship a text-based response, a video message permits you to stand out. Create individually tailor-made walkthroughs and demonstrations to rapidly resolve complicated points. Simply file and ship.
Asynchronous Video Help
Pre-recorded (or “asynchronous”) video can decrease and even get rid of:
- Emails, Calls, and Chat Help: Compress your textual content novella, marathon name, or infinite 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: Immediately file your display to point out the person precisely what steps to tackle their finish. They’ll replay complicated segments to make sure they’re doing it proper.
Video’s precision comes from displaying as an alternative of telling. It streamlines help, making it simpler for each the agent and the client. Tickets shut earlier within the help course of. Help personnel will be extra productive. Plus, movies will be repurposed for future help requests or as data base content material. It’s a win/win/win.
Dwell Video Help
However generally, a pre-recorded video simply doesn’t reduce 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 permits you to hyperlink with prospects on the opposite aspect of the world to supply them with the identical stage of care they’d obtain strolling right into a brick-and-mortar location.
Premium manufacturers that delight themselves on a concierge expertise have essentially the most to realize from this type of video chat help. Personalised video customer support facilitates purchases with huge value tags. It’s additionally a greater approach to help 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 mentioned that prospects need their help expertise to be, properly, an expertise? Responding to a ticket or reaching out utilizing video is the right alternative.
Prospects pay essentially the most consideration to the standard of your service after they’re making an attempt to repair a difficulty together with your product. Even when your help workers can’t present an ideal answer, they will make a private connection by means of video to salvage the client relationship (and possibly salvage future gross sales, too).
From help tickets to data bases to buyer onboarding, video helps make the decision course of quicker Signal Up Free Ship Thank You Movies
It’s an amazing transfer to achieve out to customers after a help dialog to thank them for his or her time—particularly in the event that they didn’t obtain the decision they wished.
Change these dry emails with a personalised video from the help agent. The most effective thanks movies use the client’s title and seek advice from the particular particulars of their help request. A fascinating thumbnail, like your agent waving on the digital camera or holding up a chunk of paper with the client’s title, catches the viewer’s consideration and seals the deal.
When an agent sends a customized thank-you, a contented buyer might be much more happy with their high quality of service. For the client who didn’t get their subject solved, they’ll doubtless recognize the hassle to make amends. Both manner, the additional little bit of consideration propels that web promoter rating (NPS) a little bit increased.
Create Buyer Onboarding Movies
Getting began with a brand new services or products will be complicated. You’ll be able to clean this course of utilizing video, too.
A library of buyer onboarding movies which you could ship to new customers makes their first few days or even weeks together with your product a breeze. Use these movies to take prospects by means of the startup course of. Then, you’ll be able to present them how you can use among 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 help. Plus, it makes it extra doubtless that customers will get invested in utilizing the product, use it to its full potential, and in the end turn out to be promoters of your model.
Vidyard’s Shut-Up video collection particulars key options of our platform. We ship these movies to new signups as a part of the client onboarding course of. They assist them higher perceive all the pieces they will do with Vidyard.
Optimize Help with CRM Integration and Video Analytics
Video integration is an incredible likelihood to extend the effectivity of your total buyer help org. Instruments like video CRM integration and video analytics make your workflows cleaner and enhance help outcomes.
Help CRM Integration
By integrating video proper into your buyer help software program (CSS) or buyer relationship administration (CRM) system, you’ll be able to join customers with the movies that may clear up their issues within the best and most direct manner.
Brokers can create and share movies from help responses, robotically tie movies to buyer case data, and set off additional actions. For instance, if a buyer solely watches part of a help video, brokers will be notified to achieve out to supply additional assist. Alternatively, if a buyer watches a help video and signifies that it resolved their subject, they will present suggestions with out leaving the video and robotically shut the help ticket.
Video Analytics
Video analytics provides you a glance into what’s and isn’t working to your help technique.
With emails, portals, and PDFs, you ship the content material to the person and hope for one of the best. However with the best 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 permits you to frequently optimize your total crew’s efficiency. As brokers create, ship, and save movies, your crew can evaluate what labored, and what didn’t, and see the place they will enhance.
Analytics is a superb useful resource for insights to gas coaching and training to make your buyer expertise one of the best it may be.
Listed below are a couple of examples:
- If viewers typically skip an extended intro sequence, to trim it down
- If one agent’s movies result in drastically decrease dealing with occasions, you’ll be able to analyze what they’re doing in another way and go it on to the remainder of your crew
- In case your prospects constantly entry a help video on Characteristic A however not often on Characteristic B, to prioritize extra content material and agent coaching round that function
From help tickets to data bases to buyer onboarding, video helps make the decision course of quicker Signal Up Free This put up was initially printed on October 21, 2020. It was up to date on June 14, 2022.
