How we’re using video to deliver better support to our customers

How we’re using video to deliver better support to our customers

Our company, Everbridge, was founded after 9/11 to help improve the way people communicate and locate each other in a time of crisis. I also set up a YouTube channel and figured out how to get our support videos to play within our support environment so customers didn’t have to leave to get all the information they needed. We also wanted to find a way to make our support videos more personal. Vidyard solves the personalization problem Around this time, my boss asked me to sit in on a webinar from a company called Vidyard where I was introduced to the platform. We find video to be a terrific tool for explaining particularly complex things to customers. People don’t have time to be hunting around our support system trying to figure out how to do something. Personal video that exactly answers a customer’s question What Vidyard has allowed our support team to do is create a custom video that exactly answers a customer’s question in as detailed a way as possible. When someone is answering your question 100% of the way, it increases a customer’s success using our product and creates product stickiness. Our customers can go back to that video and replay it at any time. They are using video to handle complex support questions and interact with customers in more personal ways.

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Our company, Everbridge, was founded after 9/11 to help improve the way people communicate and locate each other in a time of crisis. Our SaaS-based emergency communications platform is used by over 4,200 enterprise customers. It reaches over 500 million people in more than 200 countries

The technical support team at Everbridge is made up of three distinct teams and about 30 agents. We help our customers navigate our solutions and troubleshoot problems, some of which become quite complex and situational. On an average week, we field about 7,000 inquiries. If there’s a major disaster or weather event—for instance a hurricane—support calls can double in volume to 15,000 a week.

Video as a new touchpoint for support

We’ve always used traditional means of support (typically phone or email) to connect with our customers. But about a year ago, my boss came to me and asked me to explore using video as another channel for customer support.

Back then I didn’t know there was such a thing as Vidyard, so I researched and purchased a video recording suite and set up my own in-house digital recording studio. I also set up a YouTube channel and figured out how to get our support videos to play within our support environment so customers didn’t have to leave to get all the information they needed.

While it was fun, the cobbled-together approach was a huge time sink. We have more than 600 knowledge base articles that people use all the time and that had the potential to become videos. I managed to get about 12 videos done.

At the same time, my workload was expanding. So my boss and I started to look at ways to continue producing video content at scale. We set a goal to get about 50 done in a year. We also wanted to find a way to make…

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