When was the last time you had an issue with a product or service?
Perhaps you were in the middle of completing a task and got stuck because of technical difficulty. Whatever it was, your first instinct to solve the problem was likely to search for an answer online. In most cases, you probably found a support video that helped you diagnose and fix the issue.
By watching the video, you didn’t have to wait on hold to speak to a customer support specialist. Instead, you were able to find a video answer to your question and solve your problem immediately.
This scenario is becoming more common every day.
Customers increasingly turn to video to help solve their issues with products or services. Instead of using traditional support methods – like chatbots or call centers – they rely on the convenience video delivers.
What if your brand could deliver the same convenience to your customers? With video customer support, you can. Video offers quicker, better and easier solutions that customers value. It’s time for all brands to get on board with video.
7 Reasons Why You Need to Invest in Video for Customer Support
1. Customers Prefer Self-Service
Most customers prefer self-service options compared to traditional support methods. Using video as self-service content is an excellent strategy to increase the convenience of your customer service. In fact, 57.5% of consumers say they prefer using video to solve their problems because it’s easier.
Creating a self-service portal full of video content is a proven strategy to help your customers help themselves effectively. For example, recording and embedding FAQ videos answering common questions on your website. Self-service videos help customers quickly find necessary information while simplifying the customer service process.
2. Video Accelerates Response Times
When customers have questions or concerns about a product, they want answers fast. Using video for customer support can help speed up response times by having pre-recorded support videos your customers can watch.
Embedding video answers to your website allows customers to find the information they need without waiting to speak to a representative. So your customers get supported quickly and with ease.
3. Video Improves the Customer Experience
Customer experience is everything. The interactions people have with your brand can make or break their decision to purchase to recommend you to their friends. Brands that want to make lasting impressions must deliver an exceptional digital cx throughout the entire customer journey.
Using video for customer support delivers the convenience, ease and simplicity that shape positive experiences customers want to return to. In other words, video increases customer satisfaction and loyalty resulting in an enriched customer experience.
4. Video Delivers Personalized Customer Support
Personalization is the key to creating a positive digital customer experience. Using video for customer support, you can personalize your content based on common questions.
For example, if most calls in your call center are about connectivity issues, recording a video answer to those repetitive questions makes sense. Additionally, you can anticipate customer questions and answer them on video before they’re asked. With a focus on personalization and customer care, you’re more likely to drive retention and loyalty.
5. Video Frees Up Customer Service Teams
Using video for support empowers customers to find the answers to their questions without contacting customer service. This leads to fewer calls coming into your call centers. According to a report, 53% of marketers say video has helped reduce support queries. So your teams have more time to focus on other issues or tasks.
Additionally, any costs associated with customer service calls will be significantly reduced so you can allocate resources to other places. Using video for customer support will help minimize call centre volume and reduce your costly support fees.
6. Video Reduces Frustration
Miscommunication is the primary source of customer frustration when dealing with support channels. Text-based communication, like chatbots, is often misinterpreted by customers, leading to confusion and dissatisfaction.
Video, on the other hand, is concise, clear and easy to understand. Using video for customer support allows customers to see and hear the solutions to their problems from a real person. Video eliminates the back-and-forth and reduces the likelihood of miscommunication. All leading to an increase in customer satisfaction.
7. Video Increases Trust in Your Brand
Providing high-quality customer service helps build trust in your brand. Customer service videos have the potential to increase that trust exponentially. For one, it shows that you care about your customers and are committed to providing convenient service.
Secondly, posting video content on your website positions your brand as a credible source of information customers can use for help. When people feel they can trust your brand, they’re more likely to establish a relationship with it. All of which leads to building credibility, retention and loyalty.
Get Started With StoryTap’s Video Platform
Video is essential to a modern customer experience strategy. By investing in video for customer support, your brand will provide faster, more personalized service that your customers can rely on. Getting started with video is easier than you think.
StoryTap’s video platform takes a video-first approach to customer experience. With our tech, you can produce, curate and distribute hundreds or even thousands of videos from real people at scale.
Use our tech to produce customer support videos, like video FAQs, recorded by your real employees. Then, seamlessly embed the videos on your website so your customers can find the answers they need. Once you’ve embedded your videos, leverage our data-driven platform to track and optimize the performance of your content.
Connect with our team today to learn more about using video for customer support.
Looking for more information about video and customer experience? Download our Digital Customer Experience Report today!