20th February 2014

Why Aren’t You Using Video for Customer Service

Typically, when thinking of incorporating online videos, most businesses don’t consider using video for customer service.

According to Bain and Co., a 5% increase in customer retention can increase a company’s profitability by 75%. A study from Invodo also indicates that 52% of consumers who watch product videos say those videos make them more confident about purchases, Therefore, using video is the most effective way to engage with your existing customers online.

Here are some great ways to use video for customer service.

TroubleShooting Video – If one of your products has a defects you don’t necessarily have to lose the customer, as it all depends on how you handle their problem. Having a source of solutions to help guide your customers on the right path with your product is a exceptional way to generate a bond with your customer. A great example is from Mailchimp Support – they offer written solutions along with an adjacent video, showing you that they are there to guide you along the way.

Customer Review Testimonials – These days the majority of customers are making purchase decisions online or on mobile devices.  Customers heavily rely on testimonials to validate the ‘worthiness’ of their purchase. While written testimonials are effective, video testimonials are a captivating and real way to engage potential buyers and encourage them to take the next step your website. One thing to be wary of  is hiring paid actors to make fake customer reviews. Customers are more attracted to the genuine than professional when it comes to customer advice. Create a campaign that encourages them to share their feedback through video.

Webinars or Q&A Videos – Nothing shows greater commitment to customers than a video chat. It’s a great way to personally connect their interests with your company. If your business is receiving a large amount of questions concerning particular aspects of your business or products, then host a live Q&A online to answer their questions. This is not only a great way to attend to their concerns, but also demonstrates how much they matter to you. Need a webinar platform? Just host your next Q&A on your company Google+ page!

Offer a live chat support service – If your business is strapped for time to host a webinar then a great solution is to provide a live chat service. There are practically unlimited reasons why offering 24 hour video support is beneficial for your company. Read the article from Kissmetrics on the 5 reasons why live chat offer great potential for business. Also, if you hadn’t noticed before, we always use live chat on our webpage!

Videos are able to offer a full range of experiences for your customers. Whether your company offers an amazing product or service, the ultimate goal is to ensure that your customers are satisfied. If your business has any great stories on using video customer service, share with us in the comments section.

If you interested in using animated videos for customer service communications, then scope out our portfolio for our latest videos.

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About the Author

Rich moved from Austin, Texas to Buenos Aires in 2008 to bring over eight years of business acumen to Revolution Productions. As the first point of contact, he is able to assess a client’s needs in order to recommend the most powerful animation style for portraying the desired message. When he isn’t facilitating continued growth of the company, he’s practicing his pop & lock and up rock.

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