Gone are days when a customer had to wait for hours just to get a plain, template-like response via email. They are also way too busy just to get put on hold by a customer service team only to get an answer or solution they need.
In this digital era, instant and engaging responses are a key to customer satisfaction. As a business owner or marketer yourself, it means that you do not only need to provide them quick responses 24/7 but also demonstrate how a customer can solve the problem.
This is where customer service videos come in handy.
The easy-to-digest format is an ideal way to deliver quicker and more effective solutions to customer woes. It visualizes your solutions that can boost customer retention. That’s how you make your customers happier with your support experience.
We’ll dive more in-depth into the key benefits of providing your customers with well-crafted customer service videos.
Benefits of Customer Service Videos
1. Improve Customer Retention
As we mentioned before, good customer service is so much more than a quick response-- it also includes delivering step-by-step solutions in an engaging way.
Videos are the perfect medium for this as they can show potential customers how to solve their own problems.
Video explains huge quantities of information in very little time. Take a look at this customer service video by Fujifilm. It breaks down all the customers need to know about their shutter speed and iris features.-- which could take hundreds of words to explain the whole process, not to mention that the written descriptions of each step might not be clear to the reader.
In other words, this type of self-service video not only makes customers happy but also encourages them to stick around longer. In fact, research shows that a customer can retain 95% of the information when they see through a video.
2. Boost Customer Loyalty
When you provide quick, humanized, and easy-to-follow support, you show your customers that you care about them. It means that you understand the customer profiles like their potential problems and needs and are willing to go the extra mile to help them.
Customer service videos boost your customer service performance by making customers feel appreciated and valued, which is why they are more likely to return in the future.
Remember that good customer service is a key factor in creating customer loyalty-- while a poor one can scare away your customers.
3. Improve Your Customer Service Team's Productivity
Answering the same question over and over again can be a mundane task for your customer service team. By providing your team with self-service videos that your customers can learn by themselves, you're freeing them up to handle other more important tasks and inquiries.
Customer service videos can be accessed 24/7, so customers can watch them and get a solution they're looking for at their convenience anywhere and anywhen-- without burning your customer team out.
But, if you want to avoid hassle answering customer questions, you can use a webinar to inform your audience and potential customers about the product or service you're offering. So, you'll minimize their confusion when trying your products.
This is especially beneficial if you’re in a small business with robust digital marketing strategies but you have a small customer service team– or don't have the bandwidth to answer every inquiry that comes in.
Here's an example from a popular e-commerce platform Shopee YouTube channel where they create a "Shopee FAQs & Tips" playlist to answer the most frequently asked questions.
4. Reduce Customer Service Costs
Self-service videos are a great way to reduce the number of customer service inquiries that come in. If customers can find the answer they're looking for by watching quick presentation videos, then they won't need to contact your team for help.
Not only does it mean less work for your team, but also reduced costs for your business. You don't have to hire additional customer service representatives to handle the influx of inquiries and can save on the resources (time, energy, and money) that you would have used to reply to them.
5. Highly Shareable
Customer service videos are highly shareable. You can place them on your FAQ page, landing pages, or share them across your social media profiles. With this shareability, you can increase brand awareness and attract potential customers to your business.
Also, when potential customers watch your customer service videos and see how you helped others solve their problems, they're more likely to reach out to you for help with theirs.
The more a video gets shared, the more people will see it and the more potential customers you'll be able to reach.
Here's an example of a shareable video from VaOurWay. They use the video to introduce their business, answer basic questions and show customers how they make the most of their service.
6. Increase Conversion Rates
Take a look at your customer database and imagine when potential customers watch customer service videos. See how your team helped others solve their problems in an engaging way, they're more likely to reach out to you for help with theirs.
With your customer service videos, they can also get a sense of what it's like to use your product or service and what kind of support they can expect if they become your customer. That's how they put trust in your business and can be more confident in converting.
For example, bliss created multiple how-to videos to give their potential customers a step-by-step guide in using their skincare products. These videos will help people who are curious about the application of each of the products. And when their concerns are addressed, then they can smoothly proceed to purchase the product.
7. Collect Customer Feedback
Customer service videos are a great way to get customer feedback. The easiest way to collect customer feedback using customer service videos is to utilize video-sharing platforms, like YouTube, and encourage the viewers to leave a comment about whether or not the video is helpful and how you can improve it.
You can get this valuable feedback by asking questions such as:
Did the video resolve your issue?
Was the video easy to follow?
What could we do to make this video more helpful for our customers?
All of this feedback will help you improve your customer service videos so that they are more effective and beneficial for your customers.
Wrapping Up
Customer service videos are a faster, simpler, and more cost-efficient way to boost your customer service performance. From all the benefits mentioned above, we know that customer service videos can benefit both the company and customers.
Another advantage of having customer service videos is that it's easy to create. Good customer service videos aren't ones captured in high-end cameras at a professional studio. The key here is to provide answers to your customer's questions in a helpful, concise, and engaging way.
Author
Natasha Rei is the Digital Marketing Manager of Explainerd, an explainer video production agency. She ensures strategic goals are met by directing online and social media campaigns.
