According to your customers, support just got personal. Support videos often take less time to record than emails do to write. First, create a passive video strategy to answer common questions and deflect tickets before they reach your overworked agents. Second, arm your agents with tools to quickly snap and share custom support videos with customers for more personalized resolutions. According to TSIA, 68% of customers expect a self-support solution and 48% of customer self-service visits are successful. To view this video please consider upgrading to a web browser that supports HTML5 Video With an on-demand solution deflecting a greater number of support tickets, your agents will have more time to dedicate to each customer. They’ll resolve issues faster and reduce your overall support costs. Active Strategy: Arm Agents with Just-in-Time Videos Your active support strategy will: Speed up time-to-resolution Increase first-call resolutions Measurably increase CSAT Just-in-time videos can dramatically increase agent productivity because they replace other forms of communication. To begin, you’ll need to arm your agents with the tools they need to quickly capture, share, and store just-in-time videos. Video platforms such as Vidyard for Support, on the other hand, arm agents with one-click recording tools, video tracking, and enterprise features that make video a force multiplier.
According to your customers, support just got personal. In Salesforce’s 2017 State of Service Report, 69% of consumers and 82% of business buyers now expect support to be personalized to them. That doesn’t sound unreasonable until it’s stacked upon their additional desires to receive faster resolutions, be routed to the right agents, and be recognized across a multiplicity of channels.
Where can support executives turn for help shouldering the growing weight of modern customer expectations? To the power of video.
Video Has the Greatest Explanatory Power of Any Support Channel
Video is impactful to support because it delivers higher informational throughput than legacy support channels like phone, email, or live chat. Video uses visuals, audio, and body language simultaneously, which increases comprehension and recall. It shows, tells, and demonstrates all at once. Just think about it—when you need to understand how to fix something around your house, where do you go? Likely, to YouTube, where the fastest growing category for the past several years has been “how-to” videos.
To really understand the video difference, take the example of helping a customer make a software account change. Traditionally, your support agents had only three options:
- Talk customers through step-by-step, constantly checking-in and backtracking.
- Send them an FAQ or novel-length email replete with screenshots.
- Boot up a screen-share service to spend agent man-hours handling the issue for clients.
With video, however, you get the best of all worlds. Your support agents can talk the customers through the problem as they show it. Unlike text or voice alone, video leaves little room for interpretation.
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And because video can be asynchronous—that is, once recorded, it can be viewed any time—customers can watch it on repeat, save it, and return to it. This frees agents to move on to other tickets. And the kicker? Support videos often take less time to record than emails do to write.
How to Launch Your Video Support Strategy
If you’re convinced of the power of video, we recommend a two-pronged approach. First, create a passive video strategy to answer common questions and deflect tickets before they reach your overworked…
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