Entertaining, supportive, memorable: customer service videos

An innovative way to retain customers and increase customer satisfaction

People love videos — especially when they're entertaining and original, or when they Solve problems and answer questions. That is why YouTube is considered the second-largest search engine in the world. Companies can also benefit from the medium of video, particularly in customer service. Videos are not only suitable for technology giants such as Apple or Microsoft, who have been investing a lot of resources for product launches in particular for some time. They can be used in any industry and company size. We show how videos can positively impact customer service and deliver Ideas for video campaigns to retain customers and increase customer satisfaction.

Using videos in customer service

Videos are not only a popular entertainment medium, but also an important tool for customers when it comes to support inquiries. A report by Microsoft from 2020 confirms this. According to this, around 88% of participating customers expect customer service to be available online in the form of a self-service portal in addition to available employees. Companies should take this preference into account when dealing with customers.

Using four examples, we'll show you how you can use videos in customer service and the benefits of this.

1. Attract customers to you

Scenario: Imagine you receive a video that was created just for you. It feels like the company has invested time and effort into identifying your problem and understanding your needs. You recognize yourself in the story told with visual effects, sound, and movement. You can give your customers this experience. They will not only advertise the benefits of your product in the form of text, but they will also be able to experience them live in a demo. Or you can help them with a problem in the form of a personal video.

Videos take customer relationships to a new level. They create a unique and personal experience, which strengthens customer trust in your company and product. Your brand will, be seen once, by the customer. This is because videos have a higher reminder rate than text, which means that you achieve greater customer loyalty.

2. Video support for problems or questions

Scenario: Assume that a company's customer service constantly receives the same questions about starting up or assembling a device. The company could significantly reduce the repetitive workload for employees by using a hands-on video or step-by-step instructions that show the commissioning or assembly in detail. How? By sending the video to the customer as part of the assembly or operating instructions, as a QR code in the instructions, or as a video embedding on the company website. 

Videos are the perfect way to complex information toward simplify. One minute of video is equivalent to around 1.8 million words. A professional, well-thought-out video not only reduces effort and costs, after all, a video replaces dozens of calls or emails and ensures an All-around service on demand. It also means that customers can be helped faster by, basically, helping themselves. This ensures greater customer satisfaction in the long term.

3. Game Changer: Product Launches via Video

Scenario: A service provider offers a new service or a software company offers a new app. Instead of just textually announcing the news or promoting sales activities to customers afterward, these companies produce professional, authentic product videos that address the USPs in detail.

The launch of a new product is a crucial moment for any company. It is an opportunity to present innovations and inspire customers. At the same time, this step involves a lot of activities — from questions to criticism to praise. Videos offer the unique opportunity to Show the product in action to demonstrate its features and benefits. Realistic product demonstrations are an essential part of increasing credibility. In addition, videos are often shared, which ensures a larger target group and has a sales-boosting effect.

Here's a sample video from StoryBox showing the launch of a new tool:

4. Behind the scenes: more trust through more insight

Scenario: In addition to the actual product, a company also publishes a variety of behind-the-scenes videos that show how the product was created. The videos tell a story; they incorporate important components of development and development, including our employees and processes. 

Regardless of whether you are a customer, applicant, or employee: Anyone who deals with a company, in whatever scenario, wants to get a realistic feeling for the norms, values, and cooperation. Real, unvarnished insights into a company convey a sense of authenticity. They show that the company has nothing to hide and is proud of the way it works or its employees. 

In the case of Behind-the-Scenes videos, the Focus is on employees. Real stories that viewers can identify with create more loyalty and trust. An insight into the production process or the expression of corporate culture can be fascinating — especially for customers during the purchase decision, but also for applicants and their employees. It shows how much work and attention to detail goes into various processes, and how the company lives and encourages the viewer to Help companies in various ways to want.

Benefits of using videos

• Present complex information in an easy-to-understand, visual way
• Positively influence purchase decisions
• Create an emotional connection between customers and companies
• Self-directed support or customer service leads to greater customer satisfaction 
• Reduced workload on the customer service team
• Create a positive learning experience through visual aids
• Scalable projects and better use of resources
• More visibility on the web

StoryBox videos used by your customer service

With our StoryBox video software, your customer service team can record appropriate videos for every use case. Using individually ready-made templates that we provide you with in the app, the customer advisors can show the product together with other departments, answer frequently asked questions, and provide insights. The collaborative tool allows cross-team video production, even asynchronously. With the help of intuitive settings for light and sound as well as with integrated instructions for recording, even amateurs in videography can complete every project.

‍