Your business cannot afford poor customer service. Providing a satisfactory customer experience ensures brand loyalty, repeat sales and encourages customers to spread the word about your business. Think of what negative reviews have done to small businesses in an internet age with numerous customer feedback forums.
Video is one of the most convenient, innovative and personalised ways to serve your customers. It is a massive part of their online experience and is expected to account for 80% of all online traffic by 2019. With customers and prospects alike searching for your brand on video sites like YouTube, they should find video content that triggers a purchase or leaves a positive brand impression
Five ways to use video content to improve customer service
Amazing video content
The sales funnel is where customer service begins. When shopping online, people want to get a sense of the product before making a purchase. Your sales team should provide demo videos to targeted prospects.
Potential customers who are not on the radar of your account team can also discover your brand’s offering with a solid product demo video. Ideally, it should use storytelling to convey how your product/service will solve problems for the consumer and show how the product works.
Customers leave when your support team fails to solve their problem promptly or treats the customer rudely. You can save time by giving your customers the tools they need to help themselves while enhancing their experience with you.
Collating all previous queries and the most common problems your customers have into an FAQ video is a great solution. A Wyzowl survey found that 68% of customers prefer to watch a video when having difficulty with a product or app rather than calling the businesses’ customer support team.
Social friendly videos
Social-friendly videos are great for customer engagement. Engaging videos on your website will get a lot of views which leads to higher SERP rankings. Search engines do not care about the content but more about how your viewers engage with your video content. The experts say that social media is the best platform for social-friendly videos. Avoid posting promotional content. Get creative with astounding video content that reflects your brand’s style and tone of voice.
Live video chat with your customers
The most direct way to get to know your audience and the problems they are facing is to host a live chat video session. It is sometimes difficult to solve problems with the text. Many customers get impatient waiting for a reply and quickly become frustrated.
Live video is real-time, faster, engaging and more personalised. It helps support personnel solve problems for your audience in a more efficient manner. 31% of online customers are more willing to make a purchase from a brand after a live chat.
Customer review testimonials
We live in an age where every customer has a voice. Dozens of review sites give customers the chance to share their experience with products and services they’ve used. You can leverage real customer testimonials to show prospects and customers that your product works.
A video testimonial is more believable than a written testimonial. People appreciate authenticity as long as the review is real. 88% of consumers trust reviews, same as personal recommendations. This should all be used to build up the loyalty of your customer base over the course of their interactions with your business.
Video is the future of the internet. It can bridge the disconnect between customers and brands for a stronger connection. Incorporate video content into your customer service, and you’ll win the love of your customers in the long term.