How to Use Videos for Effective Customer Support

Koushik Marka
6 min read
Dec 31, 2018
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customer support videos

Video marketing has simplified communication between companies and customers. The flexibility it provides makes video a powerful yet profitable digital marketing tool. Even the support executives today actively use video feature in their daily routine. It allows them to instruct their consumers in a far better way. Hence clear any confusion.

Your support will play a crucial role in retaining your customers. We believe you also have the live chat feature to help the customer with any issue. You just need one more upgrade: include videos in your communication. Are you are wondering why do we say so?
Let us look at the impact of videos on boosting the customer experience.

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How to improve customer support with videos

There are different ways in which videos can enhance your customer support. Let me bring you closer some of them, along with the real life examples from successful companies.Some of which are:

Answers to frequently asked questions (FAQs)

Video FAQs will help you build a strong foundation by addressing customer queries. It could be as simple as someone sitting at a table answering questions. Further, you can have graphics or animated videos for this purpose. Both can work and each are effective. You can always share this video with your customer when they reach you on LiveChat. Having a video FAQ would allow you to answer the questions as well as let a customer see you interact on camera, which builds trust.

Instructional videos helping customers

Instructional videos improve customer experience with a stepwise instruction to use their product or service. These videos aim to simplify the technical information and make it easy to digest. With this method, you instruct customers on how to use your product. This approach is very useful when you have technical products on board.

For example, Slack created a set of instructional videos for new customers to get acquainted with their product.

Give a personal touch

How do you make your customers feel good about your service? Customer support videos work the best when they are personalized. The idea is to connect with acustomer. Use the video approach to comfort a consumer and not make them feel like a stranger. Hence, the video can be used to reach them in a personalized manner.

Personalize your videos to show your customers you care about them. Further building a strong bond with them. Your name is your identity and the same goes for your customers. Saying their name at the very beginning and throughout the video will make a world of a difference. They’ll feel special and be more intrigued by what you’re saying. You have got their attention when you spoke to them on a first-name basis. Further, personalization creates a memorable and unique experience for your audience. You can consider using platforms like Vidyard and Wistia or even your webcam to record videos to solve customer queries and consider addressing your customer in the video.

Vidyard created a personalized video to reach out to one of their dissatisfied customers and assure them that they would resolve their issue.

Connect with your customers via video call

LiveChat tool has already put a dent on the way customers communicate with brands. Your food is not on time, you can raise a complaint right away by starting a chat. This real-time chat option is widely accepted by consumers today.

Today, you also have an option to use a live video call feature to reach the support team. The companies are slowly switching to the video call option. Live video calls specialize in solving technical queries in very less time. Video call has the strongest impact on sales, customer satisfaction, and brand loyalty. The fact that your customer can see the agent they are chatting with makes their chatting experience more human. To sum up, this would increase their trust in your business. You will find various video call platforms to address your customer query.

Customer support videos enable you to create individually-tailored walkthroughs and demonstrations to resolve complex issues quickly. On the other hand, video calls help to nurture your ongoing relationship with a customer. A video chat between customers and agents can help in a better, faster and timely resolution of customer queries. Customers can now understand product’s features and eradicate unnecessary doubts during a live demo.

Decrease in Resolution time

In this fast-paced world, a customer’s expectation of service has evolved. Consumers today are too busy for a long product description. Further, they demand immediate response and fast solutions. Hence, use videos to guide the troubled customer. You can always share the video link on chat to help your customer. Most importantly, consumers can engage, embed, share and comment on video content all at the touch of a button.

These customer support video allows your customer to help themselves whenever they run into trouble with your product or service. Giving your customers the tools they need to solve their problem. This will keep your customer happy and reduce the load on your employees. Over half of businesses that are using customer support videos have reportedly seen the reduced number of support calls.

Video analytics

Just as you optimize landing pages and campaigns around a piece of paper, you have to do the same for videos. In order to optimize content according to video analytics. It is important to determine your primary video goal before launching any marketing campaign. A strategic and purposeful video can actually guide leads and increase brand awareness, engagement, or even conversions for a free trial. It’s essential to pick out just one or two goals for each video. When you define more than that, your video will seem unfocused. Therefore, making it difficult for viewers to determine what they should do next.

Studiotale recently made a video that explains their production process using Wistia and used the analytics they provide to check the engagement on it.

Connect with customers

LiveChat is a complete customer service platform that delights your customers and fuels your sales.

Trusted by 36,000+ companies

Free 14-day trial

When thinking of your goals, be sure to keep your buyer persona and target audience in mind. How old are they? Where do they live? What are their interests? How do they typically consume media? What stage of the buyer’s journey are they in? All of these questions can help determine what type of video you should make and where you should post it. Besides, determine the action you want your leads to take based on the content. Before releasing any video, build a call to action and a way for leads to follow.

To sum up, videos have proven to provide effective customers support. It is the right time to consider using videos for promoting your business. We believe this article will inspire you to create audience-centric support videos to improve your customer experience.

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