Using Video for Customer Service

A good customer experience is paramount to success. Customers across industries desire efficiency and fast results. They want to find answers to their problems quickly and to have access to organized, responsive web pages that lead them to those solutions. In fact, customers in a recent SuperOffice survey reported fast response times and consistency across channels as the most important attributes of the customer experience. But how do you ensure customer satisfaction throughout the buyer’s journey?

Enter branded self-service video content. Self-service videos enable customers to receive support remotely without contacting a service agent. Better yet, customers can replay videos at their leisure to better understand a company’s products and services. Research shows 40% of customers prefer self-service over speaking to a representative, and 70% of customers expect a company’s website to include a self-service application. Case in point, it’s necessary to give your customers self-service options to improve their experience. 

Here’s more information on different types of customer support videos to incorporate into your marketing strategy. 

5 Types of Customer Support Videos to Implement 

1. Demo Video

A demo video communicates to customers how a particular product or service works by showing users how to operate it step-by-step. An expert will give a visual demonstration on how to use the product effectively, its unique features, and benefits for greater clarity. A video production company can shoot a demo video and/or enhance a recorded screen video to enhance audio and visual quality. 

2. Explainer Videos

While demos show, explainer videos tell. An explainer video offers a more in-depth understanding of a concept and/or the value of a product or service. However, the key is to be clear and concise, as research indicates most users engage more with explainer videos that are around two minutes or less. 

3. FAQs

Anticipating and answering common questions in a comprehensive video or series of short videos is an excellent way to share useful information and engage with your audience. FAQs should include frequently asked questions, detailed instructions or tutorials, and ways to troubleshoot technical issues. These types of videos improve the customer experience by eliminating barriers to information while reducing company support costs.

4. Customer Testimonials

Positive customer testimonials can help influence prospective customers understand the benefits of using your product or service. Including short (one to two minutes) video testimonials from real satisfied customers can elicit greater trust among potential buyers because they can identify with the subjects and pain points in the video. During the filming process, an interviewer can ask thoughtful questions to guide video subjects into offering a comprehensive overview of their experience using the product or service. 

5. Recorded Webinars

Hosting and recording a webinar provides customers with a more detailed overview of a product or service and/or enhanced insight into your brand altogether. Showing real employees can personalize your company and build trust amongst potential and existing customers. Examples of webinar topics can include longer product tutorials, product or service updates, and new product descriptions.

Once you upload a video, you can track the engagement rate by seeing how many viewers watched the entire video, how many times they replayed the video, and/or when they stopped watching the video. Moreover, you can track videos across platforms to see where they are most effective. These metrics will help you refine content to garner better engagement and drive sales.  

Partner With a Top Philadelphia Video Production Company

20/20 Visual Media is an expert Philadelphia video production company with the industry knowledge, skillset, equipment, and connections to help you make captivating content for your target audience. Get in touch with us today by filling out a contact form. You can also check out our digital portfolio to see what we’ve accomplished for our clients!