How to Deliver Amazing Customer Support with Video
Is there a more discouraging and disheartening feeling than having to resort to calling customer support?
The actual calling part isn’t even the most frustrating part. It’s the amount of time you spend on hold and getting transferred from person to person within the company.
The number one reason customers choose to step away from your brand?
Poor customer service experience. Few things can spoil a customer experience more rapidly than substandard customer service. You may not feel the same, but to a customer, your support team is your business.
Over 90% of customers who are dissatisfied with your customer service experience will leave you without a trace.
If you’re not paying attention to your customer service strategy and representative performance, there’s a high probability that your customers feel neglected.
Up your game by delivering amazing customer support with video.
Why should you care about customer support?
Customer support affects retention
Customer support is every company’s lifeline.
Retaining existing customers costs dramatically less than landing a new one. Repeat customers are also more likely to make a second purchase than first-timers.
Did you know that a whopping 90% of customers who are dissatisfied with your customer service experience will not actually tell you? They’ll just leave, and never come back.
Therefore, if you want to keep your profits and retention rates high, you need to be providing amazing customer service.
Customer support directly impacts your conversion rates
Your customer support team has a direct impact on whether or not a customer actually carries out a purchase, or worse, cancels a membership or subscription.
78% of customers have actually bailed on a purchase they intended to make due to poor customer service.
There’s no coming back from a bad customer experience
It’s actually really tough to make up for providing subpar customer support, so it’s in your best interest to give it your all.
Just one mistake can send your customers running, and cost your company a lot of cash.
So how do you deliver amazing customer support with video?
Before your customer even has a chance to pick up the phone to call you, provide them with a video where you answer frequently asked questions.
You can even create one video dedicated to answering each question in detail.
Make these valuable videos available in an easy-to-find place on your website.
Having video FAQs will let your customers know that you are thinking of them and that you are willing to go the extra mile to assist them.
Provide educational material
Part of delivering amazing customer support with video is to be focused on more than just putting out fires.
Your goal should be to help every customer grow into an expert.
Start the process by providing a sequence of customer on-boarding videos. These should be readily available for the customer to access online at any given time. Implementing a quality on-boarding process is the key to retaining satisfied, long-term customers.
Customers prefer these videos to be short, sweet and to the point. The information provided should be easily digestible, because many first-time users are eager to get started and want to dive into the product ASAP.
Once customers have the basics down, help them master the product. Create a knowledge base of content that includes both written materials and videos.
Host a live webinar!
This gives you the opportunity to provide important and useful information to a number of customers simultaneously.
Instead of providing access to a generic video online, webinars allow you to get a little more personal with each of the participants.
Send a personalized video email
Deliver amazing customer support with video by adding a personal touch.
How do you make customers feel good about your service?
Customer support videos work best when the sender (you) takes an extra minute to personalize them. The idea behind this is to connect to your customer.
By personalizing your videos, you’re showing your customers that you care about them. Saying their name at the beginning of the video, and throughout the video, makes a world of a difference.
See why here:
Your customers will feel special, which will in turn make them more interested in what you are saying. Further, personalization creates a memorable experience for your audience.
Record your screen
- How do I reset my login?
- Where can I download my admin reports?
- Why can’t I upload my contacts?
When a customer reaches out to you with an issue, help fix the problem immediately by recording your screen. This requires a similar approach to creating the FAQ videos discussed earlier. Provide the support they need by recording your computer screen and walking them through the exact steps they need to take in order to resolve an issue.
Something like Covideo’s Screen Recorder would be a great fit. It allows you to record your computer screen with or without your voice and with or without a video of yourself.
This straightforward and powerful tool is perfect for fostering collaboration and communication. If a client is having difficulty using specific product features, screen sharing works to remove the guesswork.
Why send clients lengthy emails with written instructions, when you can record a quick video describing how to resolve the issue?
Now you know!
Using video in customer service can help diffuse support calls, build relationships, educate your customers, and most importantly, earn their trust.
There’s an old saying that says a real person, whose smiling face a customer can see, is always a winner. Why should technology stop you from putting a smile on your customer’s face?
By providing them with engaging and effective videos, your customers will be watching their way to success before you know it.
Deliver amazing customer support with video today when you sign up for Covideo’s 14 day Free Trial!