When it comes to rapidly and effectively solve consumer concerns, video is unmatched. As a result, your customers will be more likely to stay loyal to your business. Additionally, it helps in the improvement of customer service by providing more assistance and a better user experience.

According to one study, while an astounding 90 % of companies believed they had established an excellent customer support experience, just 8 % felt the same way about these companies. To put it another way, we may argue that companies are misinterpreting the importance of providing a positive customer experience. 

A customer service video can be also considered as a corporate video that assist in delivering the most up-to-date information to each individual customer while also making them feel cared for and understood. Let me tell you a secret, this is one of the best video marketing strategies that you can effectively use to grow your business.

In this blog, I will give you some ideas on how you can use videos for customer service. I will also share with you why you should use videos for customer service. Let's start with the latter.

Why use videos for customer service?

Here are a few reasons why you should use customer service:

Changing work platforms

With the Covid-19 pandemic, there was a drastic change in the workspaces. People prefer working from home and hybrid workspaces rather than going back to traditional office culture. Moreover, the work culture is becoming more flexible so that people can choose their timings for work. 

Staff in departments, such as IT, may see problems that would be difficult to explain orally, and employees can obtain the help they need as quickly and efficiently via video support technologies. With videos for customer service, people can get quick access and attend to customers in a detailed and best possible way, especially because people understand more through visual representation. 

Cost and time efficiency

Training customer service representatives take a long time and are expensive. Additionally, there is the time and money spent on training, as well as the efficiency of the call center as a whole and employee satisfaction in general.

Agents can record and preserve customer sessions when using video help. Training programs can be reduced by providing a realistic reference for agents-in-training to see the sorts of issues they can encounter.

Video recordings may also be linked to support tickets as proof that agents followed protocol, helping to maintain legal compliance for recordkeeping and preventing liability concerns in the event of customer disputes.

Preference for using videos

As mobile phones have cameras and internet connectivity, users may use them to communicate with businesses and report concerns by sending messages, photographs, and videos. One of the most popular mediums of communication is video because it is visual and can be replayed as many times as necessary.

A lengthy textual document can be tedious and time-consuming. Live customer service, on the other hand, runs the risk of omitting important details.

As videos can be replayed on even small screens, they are easy to create, and they cover all of the important aspects. They are also one of the greatest methods of communication.

Better understanding of the content

Effective communication relies heavily on visual aids. Real-time visibility into issues provided by video support software enhances the customer experience to new levels. 

If the company can see the problem and visually help the customer through a solution, a verbal mistake that may undermine a phone conversation can be avoided.

Ways you can use video customer service 

Personalized content

A standard visualization of a video makes it more personalized at the consumer's end. It not only helps boost engagement and create a lasting experience, but it also makes your content personalized. It also makes every situation very unique and transparent.

Even if the customer content preferences change, the video content preferences remain the same, and you can easily determine that major clients will love the video content without any doubt.

Pre-built FAQ videos

Today customer support is all about connecting and giving care to your clients that help you gain profits. You are bound to give your customer complete satisfaction when they use your products and services. 

Implement your customer support team with the best videos that may help you improve customer recognition records. Video content is not meant to disturb you or the customer support system; it is basically meant to make it proficient. 

Using customer support systems, it will be easier for the user to relate the specific issue and get results. A pre-built video FAQ section is the best way to improve and explain the specific issue of each point in brief.

Thank you and follow-up videos

Thanking your customers is a very important part of customer service. Your clients will feel valued when you tell them how nice it was to work with them and thank them for choosing you. Therefore, you can make a personalized thank you video for your clients to make things easier for you and the client. 

If your service is ongoing, make sure you follow up by keeping them informed and asking them for feedback. Making follow-up videos are a great way to get them involved effectively. 

Onboarding videos

Onboarding your client or customer is a very important thing to do. Since people believe the first impression is the best impression, onboarding videos are one way to create an impression about your product or service. 

Your product's onboarding videos should demonstrate to buyers how everything works before they buy. Using these videos will assist your customers in getting off to a good start with your product. These videos are usually around 5 to 10 minutes long.  

So, make sure you use onboarding videos for better client experience, which can be so much beneficial for corporates and companies. 

New product or service videos

Your business motive is to grow and get more customers or clients. But that's not the only way. You might be fully aware of your present client's requirements as you must have done extensive research for the product or service you have offered them. Based on this, you will be able to identify if any of your other products or services will be of assistance to them. 

This way, new products, and services can be marketed to your clients through videos. This will be a great way to make more out of the deal as the customer might already have been satisfied with the previous product or service you offered them. 

Final Words

Customer service is very important for any business. This can help you grow your business faster. Using customer service videos can help you stand out from the competitive market. 

In this blog, I have shared the reasons why you should make full use of videos to be of value to your customers and also make them feel valued. Most clients state that customer service is important when it comes to making decisions. For this, I hope the pointers on ways you can use video customer service that I shared with you will prove to be useful. 

Need a hand in making videos? Be it animations, motion graphics, video editing services, or even content creation, feel free to contact us!

Frequently Asked Questions

Customer service plays a pivotal role in enhancing the overall customer experience. By offering prompt and courteous assistance, addressing customer inquiries and issues effectively, and actively listening to their needs, businesses can create positive interactions that build trust and loyalty. Additionally, providing personalized service, anticipating customer needs, and continuously seeking feedback for improvement are essential strategies. Seamless omnichannel support, where customers can connect through their preferred channels, further enhances the experience. Ultimately, a customer-centric approach ensures that each interaction contributes positively to the customer's journey.

Creating an effective customer service video involves several key steps. Begin by defining your message and the specific issue or topic you want to address. Write a clear and concise script that outlines the information you want to convey. Choose a format that suits your audience, whether it's a tutorial, FAQ video, or a personalized message from your support team. Use quality equipment and ensure good lighting and sound. Edit the video to make it engaging and informative, and consider adding subtitles for accessibility. Finally, promote the video through your customer support channels and make it easily accessible to your customers on your website or social media platforms.

Good customer service is characterized by seven key qualities. These include:

  • Responsiveness: Being prompt in addressing customer inquiries and issues.
  • Empathy: Demonstrating understanding and compassion towards customers' concerns.
  • Knowledge: Possessing a deep understanding of the product or service to provide accurate information.
  • Professionalism: Maintaining a courteous and respectful demeanor in all interactions.
  • Communication: Clear and effective communication, both verbal and written.
  • Problem-Solving: The ability to identify and resolve issues to the customer's satisfaction.
  • Consistency: Delivering a consistent level of service across all interactions, channels, and team members.

Customer service encompasses a wide range of interactions and activities. Four common examples include:

  • Phone Support: Customers can contact a company's support team via phone for assistance, inquiries, or issue resolution.
  • Live Chat: Real-time online chat allows customers to interact with support agents for quick responses and guidance.
  • Email Support: Customers can send emails detailing their questions or problems, with support teams responding via email.
  • Self-Service Resources: Companies often provide FAQs, knowledge bases, and tutorials on their websites, enabling customers to find answers and troubleshoot issues independently.