Increase Customer Satisfaction and Reduce Support Load with Video

Increase Customer Satisfaction and Reduce Support Load with Video

Increase Customer Satisfaction and Reduce Support Load with Video. Your customer expectations are changing. I lead the technical support team at Vidyard and today in this Chalk Talk we’re going to discuss how you can use the power of video to engage with your customers from your support team. It can engage with your customers in a way that goes deeper than images or text could ever do. But with video, you can describe exactly where to hold that tie, where to loop that through and make sure that your customer has a perfect bow tie every time. Video can help describe these complex things very easily, and if you have a product or service that has many of steps, you can create 30- to 60-second videos and aggregate them into a video knowledge center that is branded and contains all of your content. By providing that level of self-service you’re going to see an increase in case deflection because you providing clear, less confusing examples using video. Personalizing the Support Experience For example, I could say “Hi, my name is Craig Stoss. Jessie, you just contact us about tying your bow tie and I’m going to provide you with a video with all the instructions. I’ve provided him with my name, my face and talked to him as a person and that allows me to engage with him in more deeper way.

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Your customer expectations are changing. They’re demanding the highest engagement from your customer support team as possible. Hi, my name is Craig Stoss. I lead the technical support team at Vidyard and today in this Chalk Talk we’re going to discuss how you can use the power of video to engage with your customers from your support team.

Video is a very powerful tool for support. It can engage with your customers in a way that goes deeper than images or text could ever do. Within that support context, if you use video, you’re going to see an increase in your customer satisfaction, you’re going to see a decrease in your time to resolution, and you’re going to see your time to resolution go down as well.

Explaining the Complex, Simply

Now, how are we going to do this? Think of something like tying a bow tie. If you were to describe that in text or images, you would have many, many steps. Your images would have to have arrows and diagrams and be very complex. But with video, you can describe exactly where to hold that tie, where to loop that through and make sure that your customer has a perfect bow tie every time.

Video can help describe these complex things very easily, and if you have a product or service that has many of steps, you can create 30- to 60-second videos and aggregate them into a video knowledge center that is branded and contains all of your content. This…

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