How many times have you searched “how to” fix a problem in the last year? Too many to count? Unsurprisingly, YouTube’s “how to” content category is in the top four most-watched categories on the platform—a status that creates a host of benefits for your customer service team.
Studies have revealed that 95% of video marketers say video has helped increase user understanding of their product or service. Additionally, a whopping 96% of people have watched an explainer video to learn more about a product or service. This article will explain how creating insightful videos can take pressure off of your customer service team, providing support and strengthening your relationship with your customers in the process!
Customer service videos can be easy to produce. Ultimately, you are offering quick solutions to problems people would have previously spent lengths of time waiting on hold or in stores to solve.
Free and clear training will enable your business to provide exceptional customer service, giving options to customers to gain knowledge and solve problems from anywhere, improving their experience with your service or product. Customer support videos can decrease time wasted by quickly answering questions, help your customers support themselves, save on costs, and improve customer satisfaction by transforming the support process into an experience with a personal touch.
Let’s jump right into it. What makes a good customer service training video? The top thing to remember is that a great customer service video will deliver knowledge in an easily consumable package. The best customer service videos build connections between customers and service reps, improving the customer experience by making users feel heard and cared for.
Building a strong video knowledge base is essential to help your customer service support. When customers ask questions, ensure these are added to a public-facing knowledge base such as an FAQ section, so that others can also find the answers to their questions. Accompanying these questions with a video or video series can attract customers as this is less time-consuming and they will enjoy the engaging and personal nature of the support.
Troubleshooting, account/product setup and video FAQs can be invaluable, compiling information into a succinct and easily digestible package. This way, frequently asked questions can be solved and your brand or service’s support team can instead concentrate on the difficult questions which require more time and expertise. Embedding a video knowledge base can also boost your SEO, as video is prioritised as high-quality content.
Pre-recorded, or asynchronous video support, can reduce or even negate the need for emails, calls and online chat support in some cases. By compressing these questions into a video that customers can re-watch and respond to in their own time, it renders other communication methods inferior. In addition, annotated screenshots can be an excellent way to help administer support, directly showing the user what they can do to resolve the problem.
This way, any confusing steps can be re-watched and readdressed at their leisure, and again—reduce time spent from your customer service team. By watching video instead of verbal directions, people can more easily pick up suggestions. Videos can also be repurposed for future support requests and knowledge base content if and when required.
Some case studies of great customer service videos aren’t hard to find. One example is from the TEDx talk, I Was Seduced by Exceptional Customer Service, which showcases John Boccuzzi who believes customer service is the optimum marketing tool for a company. The talk highlights his belief that by delivering what customers need and not what they think that they want, you can solve customers’ problems before they happen. Boccuzzi reiterates that great customer service is the secret to loyalty.
There are innumerable creative ways that you can incorporate video to aid and ease pressure off of your customer service team. Training videos, expanding your knowledge base and boosting your SEO are all benefits to your brand and improve your customer service experience, as well as improving time management and reducing stress for your team and company. If you’ve found this article useful, don’t forget to check out how to use customer testimonial videos and set yourself up for success.