{"id":944,"date":"2017-08-14T11:42:23","date_gmt":"2017-08-14T15:42:23","guid":{"rendered":"http:\/\/52.90.43.4\/?p=944"},"modified":"2023-10-23T18:30:49","modified_gmt":"2023-10-23T22:30:49","slug":"using-video-more-personal-customer-support","status":"publish","type":"post","link":"https:\/\/sproutvideo.com\/blog\/using-video-more-personal-customer-support.html","title":{"rendered":"Using Video For More Personal Customer Support"},"content":{"rendered":"<p>Over the past ten years, customer support has evolved at warp speed. In highly competitive markets, with distracted, time-pressed customers, excellent customer service can make or break a company.\u00a0It&#8217;s imperative for businesses, no matter distance or size or budget, to make each and every customer feel as if they are the only one.<\/p>\n<p>In this post, learn how to turn customer support into an asset for your business by using video to drive engagement, utilization, and retention.<\/p>\n<p><!--more--><\/p>\n<h2>Engagement<\/h2>\n<p>Great customer support isn&#8217;t just about answering technical questions or solving specific problems. It&#8217;s also about ensuring your customers\u00a0are engaged with your product and services.<\/p>\n<p>Video can drive engagement by\u00a0helping customers get to know your company on a personal level,\u00a0enhancing product knowledge, and inspiring them with new ways to\u00a0get the most out of your offering.<\/p>\n<p>Here are just a few ways to do this:<\/p>\n<h3>Introduce the Team<\/h3>\n<p>Use video to <a href=\"https:\/\/sproutvideo.com\/blog\/ten-tips-to-introduce-your-team-with-video.html\" target=\"_blank\" rel=\"noopener noreferrer\">introduce your team members<\/a>, especially your customer support staff. Highlight their skills, but also allow their personalities to shine through.<\/p>\n<p>For example, Starbucks really nails it with this\u00a0video about their scholarship program for baristas:<\/p>\n<p><iframe loading=\"lazy\" src=\"https:\/\/www.youtube.com\/embed\/281TUpUHrjY\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p>You get to know the people making your coffee, while also gaining an appreciation for the ways in which Starbucks supports its employees. A heart-warming video like that\u00a0does double-duty: creating a personal connection, and driving brand affinity.<\/p>\n<p>For your purposes, you might consider introducing your head of customer support or success. Chances are, your customers will interact with this person, or a member of their team, at some point.<\/p>\n<p>Putting a face to a name adds a very personal touch. When customers hear how passionate this person is\u00a0about providing great customer service, they&#8217;ll be more inclined to reach out for help when they need it.<\/p>\n<h3>FAQ<\/h3>\n<p>Use video to answer questions that seem to come up over and again. This shows you are listening, paying attention and eager to assist.<\/p>\n<p>Starbucks has an excellent example of an FAQ video on their <a href=\"https:\/\/www.starbucks.com.cn\/coffee-blog\/en\/\" target=\"_blank\" rel=\"noopener noreferrer\">1912 Pike blog<\/a>. It walks you through all the steps to\u00a0make cold brew coffee using their products at home:<\/p>\n<p><iframe loading=\"lazy\" src=\"https:\/\/www.youtube.com\/embed\/01cvqhTAGyQ\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p>By positioning your company as an expert, these FAQ videos\u00a0help drive engagement because viewers will turn to you first when they have other relevant questions.<\/p>\n<p>Make sure you also monitor your\u00a0social media pages and relevant discussion boards for inspiration as well. As it just so happens, these are also great places to share your FAQ videos.<\/p>\n<p>Not only will this set you apart from your competitors, it will often prompt\u00a0discussions with potential customers, and\u00a0new opportunities to highlight your offerings.<\/p>\n<h3>Reviews<\/h3>\n<p>Use video to allow your customers to leave a review on verified purchases. You can then share their reviews\u00a0if they include useful information for other potential customers.\u00a0They may even come up with ideas or product hacks your company overlooked.<\/p>\n<p>Amazon supports video reviews on its products, and we think\u00a0this will become more common over time. Here&#8217;s an example of what a video review looks like on\u00a0Amazon:<br \/>\n<img loading=\"lazy\" class=\"aligncenter size-full wp-image-946\" src=\"https:\/\/d9pfvpeevxz0y.cloudfront.net\/blog\/wp-content\/uploads\/2017\/08\/2017-08-09_21-14-03.png\" alt=\"example of amazon video review\" width=\"1055\" height=\"338\" srcset=\"https:\/\/d9pfvpeevxz0y.cloudfront.net\/blog\/wp-content\/uploads\/2017\/08\/2017-08-09_21-14-03.png 1055w, https:\/\/d9pfvpeevxz0y.cloudfront.net\/blog\/wp-content\/uploads\/2017\/08\/2017-08-09_21-14-03-800x256.png 800w, https:\/\/d9pfvpeevxz0y.cloudfront.net\/blog\/wp-content\/uploads\/2017\/08\/2017-08-09_21-14-03-768x246.png 768w\" sizes=\"(max-width: 1055px) 100vw, 1055px\" \/><\/p>\n<p>They often get buried by other reviews, however. Since video can have a large impact on customer\u00a0purchase decisions, that probably isn&#8217;t ideal.<\/p>\n<p>Depending on how you plan to use them, you may want to feature\u00a0video reviews prominently on your product page, or\u00a0make them easy to find.<\/p>\n<p>If you aren&#8217;t getting a lot of videos from customers, or they aren&#8217;t quite on the mark, try asking a few pointed\u00a0questions or providing guidelines to ensure a useful response. Here is\u00a0a guide with more details on leveraging <a href=\"https:\/\/sproutvideo.com\/blog\/how-small-business-benefits-from-user-generated-content.html\" target=\"_blank\" rel=\"noopener noreferrer\">user-generated content for business<\/a>.<\/p>\n<p>By allowing customers to help each other make better decisions, you increase engagement by building\u00a0a sense of community. This can be\u00a0incredibly empowering to customers, new and old.<\/p>\n<h2>Utilization<\/h2>\n<p>Once your engaged\u00a0prospects\u00a0become customers, there are still plenty of reasons to continue adding\u00a0video &#8211; starting with\u00a0the moment they sign up.<\/p>\n<p>On-boarding is an excellent opportunity to use video. When new customers signup, most companies rely heavily on email and text to get them up to speed. That might be adequate for some, but it could be putting new users to sleep. And, anyone skimming the emails might miss important information.<\/p>\n<p>Sharing\u00a0a charismatic, succinct\u00a0video\u00a0offering a\u00a0clear visual guide to\u00a0using your product is a highly effective alternative. Not to mention it will help you stand out from your competitors.<\/p>\n<p>This example from Canva walks you through their design platform in under a minute. It still manages to touch on nearly every step you&#8217;d need to take to <a href=\"https:\/\/www.canva.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">make a beautiful custom image<\/a> using their platform:<\/p>\n<p><iframe loading=\"lazy\" title=\"Beautiful Design on the iPad \u2014 Introducing the Canva App\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/FrgcaRaOhEw?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe><\/p>\n<p>This makes the on-boarding process much less cumbersome for the customer. It can even serve as a sales tool by making it clear how quick and easy it is to put an attractive design together.<\/p>\n<p>On-boarding videos\u00a0can also help you better understand the customer journey since you can review <a href=\"https:\/\/sproutvideo.com\/help\/articles\/32-video_engagement_metrics\" target=\"_blank\" rel=\"noopener noreferrer\">engagement heatmap reports<\/a> for individual viewers. This reporting allows you to see which parts of the video the customer is engaging with in particular.<\/p>\n<p>Read this article to learn more about how <a href=\"https:\/\/sproutvideo.com\/blog\/how-to-leverage-video-for-growth-marketing.html\" target=\"_blank\" rel=\"noopener noreferrer\">video can be leveraged beyond on-boarding for growth marketing<\/a>.<\/p>\n<h3>New Features<\/h3>\n<p>Using video to update your customers on new features and developments is yet another way to drive utilization.\u00a0New features or upgrades are exciting, and a perfect subject for an engaging video.<\/p>\n<p>Rather than letting them get lost in email inboxes, surface your feature release videos prominently on your website. Consider adding them to your help site, specific product pages, or featuring them on your blog. Our <a href=\"https:\/\/sproutvideo.com\/help\/articles\/40-how_to_customize_the_embed_code_for_your_video\" target=\"_blank\" rel=\"noopener noreferrer\">customizable video embed codes<\/a> are perfect for sharing these types of videos.<\/p>\n<h3>Real Customer Stories<\/h3>\n<p>Go a step further by showcasing how other customers are already using or benefitting from your product or service. This could\u00a0include just one of your features, or a new development that improves the product over all. Importantly, you don\u2019t have to get everything in one video.<\/p>\n<p>Invision &#8211; a collaborative design product &#8211; achieves this by featuring snippets of interviews with several of their customers. The video is placed\u00a0prominently on their homepage, and allows you to quickly get a sense of the <a href=\"https:\/\/www.invisionapp.com\/\">main benefits of using their product<\/a>. Here&#8217;s an extended version featuring MailChimp:<\/p>\n<p><iframe loading=\"lazy\" src=\"https:\/\/player.vimeo.com\/video\/118946918?color=ff3366&amp;title=0&amp;byline=0&amp;portrait=0\" width=\"640\" height=\"360\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p>By sharing stories from real customers, you&#8217;ll engage prospects and users in multiple ways. This approach has the benefit of a human touch, inspiring ideas, and ramping up your engagement potential online.<\/p>\n<h2>Retention<\/h2>\n<p>New sales are exciting, and\u00a0tend to get most of the focus when it comes to video campaigns. However, repeat customers and loyal users\u00a0deserve plenty of attention too. After all, high churn rates can kill your business.<\/p>\n<p>Leveraging video for\u00a0retention can help engage your customers and drive repeat sales. Here are some examples of ways to do that.<\/p>\n<h3>Personalized Videos<\/h3>\n<p>Use a video to respond to a question about your product or service. If an existing customer emails customer support with\u00a0a question, send them a video with a short response, including their name. This is a powerful and personal touch where you can really show your customers how much they mean to you.<\/p>\n<p>It doesn&#8217;t have to be polished, and it&#8217;s ok if it&#8217;s off-the-cuff. It&#8217;s really the direct connection that counts.<\/p>\n<p>This video from TD Bank involves\u00a0much bigger stunts than what we&#8217;re really suggesting in this section. However, it&#8217;s such a great illustration of the delight a personalized surprise can bring to a customer, that we had to include it here.<\/p>\n<p><iframe loading=\"lazy\" src=\"https:\/\/www.youtube.com\/embed\/bUkN7g_bEAI\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<h3>A Big Thanks<\/h3>\n<p>In the same vein as the TD Bank video above, customers should\u00a0feel important, not like another number. This is a great opportunity for a\u00a0really personal and human touch.<\/p>\n<p>Try just saying \u201cthank you\u201d. Create a short clip to <a href=\"https:\/\/sproutvideo.com\/blog\/the-ultimate-guide-to-saying-thank-you-in-your-videos.html\" target=\"_blank\" rel=\"noopener noreferrer\">thank your customers<\/a>, by name if you can.<\/p>\n<p>This example from Asha House is a perfect example of a more general thank you to all of their supporters after achieving their goal.<\/p>\n<p><iframe loading=\"lazy\" src=\"https:\/\/player.vimeo.com\/video\/32640068\" width=\"640\" height=\"360\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p><a href=\"https:\/\/vimeo.com\/32640068\">Asha House THANK YOU<\/a> from <a href=\"https:\/\/vimeo.com\/thesoundofhope\">The Sound of Hope<\/a>.<\/p>\n<p>By keeping the focus on their customers, rather than their products or the company, the message comes across as genuine.<\/p>\n<p>If you are struggling to find an occasion to send this type of message, think about what you know about your\u00a0customers. Celebrate milestones, like the anniversary of when they became a customer, or their birthday, if you have that information. Consider offering a loyalty reward if they&#8217;ve been around for a while.<\/p>\n<p>The main goal is to continue building\u00a0an authentic connection with individuals. Still, there are some benefits. Your customer is far less likely to go elsewhere for the same product or service if their loyalty is appreciated and rewarded by a friendly, human face.<\/p>\n<hr \/>\n<p>In short, we think video is the ideal medium to cultivate a feeling of human connectivity between a company and a customer online.\u00a0Have you implemented video for customer support? How did it go? Let&#8217;s discuss in the comments below.<\/p>\n","protected":false},"excerpt":{"rendered":"<p><span class=\"rt-reading-time\" style=\"display: block;\"><span class=\"rt-label rt-prefix\"><\/span> <span class=\"rt-time\">6<\/span> <span class=\"rt-label rt-postfix\">MIN TO READ<\/span><\/span> Over the past ten years, customer support has evolved at warp speed. In highly competitive markets, with distracted, time-pressed customers, excellent customer service can make or break a company.\u00a0It&#8217;s imperative for businesses, no matter distance or size or budget, to make each and every customer feel as if they are the only one. In this post, learn how to turn&#8230;<\/p>\n","protected":false},"author":3,"featured_media":4439,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"_eb_attr":""},"categories":[17,26],"tags":[22],"feature":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v18.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Using Video For More Personal Customer Support | SproutVideo<\/title>\n<meta name=\"description\" content=\"Over the past ten years, customer support has evolved at warp speed. 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In highly competitive markets, with distracted, time-pressed customers, excellent\" \/>\n<meta property=\"og:url\" content=\"https:\/\/sproutvideo.com\/blog\/using-video-more-personal-customer-support.html\" \/>\n<meta property=\"og:site_name\" content=\"SproutVideo\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/SproutVideo\" \/>\n<meta property=\"article:published_time\" content=\"2017-08-14T15:42:23+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-10-23T22:30:49+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/d9pfvpeevxz0y.cloudfront.net\/blog\/wp-content\/uploads\/2017\/08\/Blog_081417.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1320\" \/>\n\t<meta property=\"og:image:height\" content=\"740\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@https:\/\/twitter.com\/textercomm\" \/>\n<meta name=\"twitter:site\" content=\"@SproutVideo\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Laci Texter\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"7 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Organization\",\"@id\":\"https:\/\/sproutvideo.com\/blog\/#organization\",\"name\":\"SproutVideo\",\"url\":\"https:\/\/sproutvideo.com\/blog\/\",\"sameAs\":[\"https:\/\/www.facebook.com\/SproutVideo\",\"https:\/\/www.instagram.com\/sproutvideo\",\"https:\/\/www.linkedin.com\/company\/sproutvideo\",\"https:\/\/www.youtube.com\/sproutvideo\",\"https:\/\/www.pinterest.com\/sproutvideo\",\"https:\/\/twitter.com\/SproutVideo\"],\"logo\":{\"@type\":\"ImageObject\",\"@id\":\"https:\/\/sproutvideo.com\/blog\/#logo\",\"inLanguage\":\"en-US\",\"url\":\"https:\/\/d9pfvpeevxz0y.cloudfront.net\/blog\/wp-content\/uploads\/2021\/07\/logo-mark_new.png\",\"contentUrl\":\"https:\/\/d9pfvpeevxz0y.cloudfront.net\/blog\/wp-content\/uploads\/2021\/07\/logo-mark_new.png\",\"width\":250,\"height\":318,\"caption\":\"SproutVideo\"},\"image\":{\"@id\":\"https:\/\/sproutvideo.com\/blog\/#logo\"}},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/sproutvideo.com\/blog\/#website\",\"url\":\"https:\/\/sproutvideo.com\/blog\/\",\"name\":\"SproutVideo\",\"description\":\"Video hosting for business\",\"publisher\":{\"@id\":\"https:\/\/sproutvideo.com\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/sproutvideo.com\/blog\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"ImageObject\",\"@id\":\"https:\/\/sproutvideo.com\/blog\/using-video-more-personal-customer-support.html#primaryimage\",\"inLanguage\":\"en-US\",\"url\":\"https:\/\/d9pfvpeevxz0y.cloudfront.net\/blog\/wp-content\/uploads\/2017\/08\/Blog_081417.jpg\",\"contentUrl\":\"https:\/\/d9pfvpeevxz0y.cloudfront.net\/blog\/wp-content\/uploads\/2017\/08\/Blog_081417.jpg\",\"width\":1320,\"height\":740,\"caption\":\"Two people sitting with computers\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/sproutvideo.com\/blog\/using-video-more-personal-customer-support.html#webpage\",\"url\":\"https:\/\/sproutvideo.com\/blog\/using-video-more-personal-customer-support.html\",\"name\":\"Using Video For More Personal Customer Support | SproutVideo\",\"isPartOf\":{\"@id\":\"https:\/\/sproutvideo.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/sproutvideo.com\/blog\/using-video-more-personal-customer-support.html#primaryimage\"},\"datePublished\":\"2017-08-14T15:42:23+00:00\",\"dateModified\":\"2023-10-23T22:30:49+00:00\",\"description\":\"Over the past ten years, customer support has evolved at warp speed. 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