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 subsequent 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 stop a model due to poor customer support experiences. So as to hold your prospects, you must present a tremendous stage of assist.
Video for buyer assist is the proper approach to ship faster and more practical options to buyer woes. It accelerates 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 may weave video into each a part of your assist framework.
- 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 Widespread Use Instances for Video in Your Information Base
- 2.2 How a Video Information Base Boosts Your Video Web optimization
- 3. Resolve Help Tickets with Video
- 3.1 Asynchronous Video Help
- 3.2 Reside 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 identified how nice video is for explaining issues. It’s time for buyer assist to embrace it, too.
Video explains large portions of knowledge in little or no time. Say you must learn to tie a bow tie. It may take a whole lot of phrases to clarify the method, and the written descriptions of every step won’t 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 high 4 classes on YouTube. It’s usually the primary place individuals 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 unravel 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 learn to use our platform or remedy a problem they’re experiencing.
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 assist prices by closing tickets sooner
- Enhance buyer satisfaction by remodeling the assist course of into an expertise
- Drive retention by offering personalised connections and attentive care
Good customer support movies ship information in an simply consumed bundle. The most effective customer support movies construct particular person connections between prospects and assist brokers, making customers really feel heard and cared for.
Able to learn to enhance buyer satisfaction by incorporating video into your assist sources? Let’s get began.
Construct a Video Information Base
Most prospects favor self-service assist, making a knowledge-centered service (KCS) methodology essential. When a buyer asks a query, add it to your publicly-facing information base so different customers can rapidly and conveniently discover the reply.
Chances are you’ll have already got a information base, however you may take it to the subsequent stage 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.
Widespread Use Instances for Video in Your Information Base
- Troubleshooting: Clear up prospects’ issues with pre-packaged video directions which are straightforward to comply with 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 discuss with the FAQ for his or her primary queries as an alternative of contacting assist. (You may additional develop these FAQs into full-blown webinars on key assist subjects.)
Utilizing video for these information 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 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 information base search as an alternative of ready for assist to get again to you?
Our personal Information Base is filled with video steering. This specific 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 Web optimization
Search engine algorithms prioritize pages with high-quality content material. Video is an effective way to extend your website’s stage of high quality.
However search engine crawlers want slightly additional assist determining what your movies are about. Including descriptions and tags to your information base movies closes the hole. Web optimization-optimized movies that reside 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 information 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 rapidly resolve advanced points. Simply report and ship.
Asynchronous Video Help
Pre-recorded (or “asynchronous”) video can decrease and even eradicate:
- Emails, Calls, and Chat Help: Compress your textual content novella, marathon name, or limitless back-and-forth chat dialog right into a video that the consumer can watch, rewatch, and reply to at their velocity.
- Annotated Screenshots and Distant Logins: Straight report your display to point out the consumer 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 exhibiting 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. Help personnel might be extra productive. Plus, movies might be repurposed for future assist requests or as information base content material. It’s a win/win/win.
Reside Video Help
However typically, 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 allows 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 satisfaction themselves on a concierge expertise have probably the most to realize from this sort of video chat assist. Personalised video customer support facilitates purchases with huge value tags. It’s additionally a greater approach 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 mentioned that prospects need their assist expertise to be, nicely, an expertise? Responding to a ticket or reaching out utilizing video is the proper alternative.
Clients pay probably the most consideration to the standard of your service once they’re making an attempt to repair a problem together with your product. Even when your assist employees can’t present an ideal answer, they’ll make a private connection by way of video to salvage the shopper relationship (and possibly salvage future gross sales, too).
Ship Thank You Movies
It’s an awesome transfer to achieve 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. The most effective thanks movies use the shopper’s title and discuss with the precise particulars of their assist request. A fascinating 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 problem solved, they may probably admire the hassle to make amends. Both method, the additional little bit of consideration propels that internet promoter rating (NPS) slightly greater.
Create Buyer Onboarding Movies
Getting began with a brand new services or products might be complicated. You may 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 perhaps weeks together with your product a breeze. Use these movies to take prospects by way of the startup course of. Then, you may present them how you can use a number of the greatest options your product has to supply.
A high-quality onboarding expertise makes it simpler for patrons 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 probably that customers will get invested in utilizing the product, use it to its full potential, and in the end develop 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 every thing they’ll do with Vidyard.
Optimize Help with CRM Integration and Video Analytics
Video integration is a tremendous likelihood 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.
Help CRM Integration
By integrating video proper into your buyer assist software program (CSS) or buyer relationship administration (CRM) system, you may join customers with the movies that may remedy their issues within the best and most direct method.
Brokers can create and share movies from assist responses, routinely tie movies to buyer case data, and set off additional actions. For instance, if a buyer solely watches part of a assist video, brokers might be notified to achieve out to supply additional assist. Alternatively, if a buyer watches a assist video and signifies that it resolved their problem, they’ll present suggestions with out leaving the video and routinely shut the assist ticket.
Video analytics provides 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 consumer and hope for one of the best. However with the appropriate video analytics answer, you may see how a lot of every video a consumer views, in addition to the place they’re pausing and rewatching.
Analytics additionally allows you to regularly optimize your complete crew’s efficiency. As brokers create, ship, and save movies, your crew can overview what labored, and what didn’t, and see the place they’ll enhance.
Analytics is a good useful resource for insights to gas coaching and training to make your buyer expertise one of the best it may be.
Listed here are just a few 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 may analyze what they’re doing in a different way and cross it on to the remainder of your crew
- In case your prospects constantly entry a assist video on Characteristic A however not often on Characteristic B, you realize to prioritize extra content material and agent coaching round that function
This put up was initially revealed on October 21, 2020. It was up to date on June 14, 2022.