What is customer support
Moreover, the amount of "virtual goods" has been increasing daily: we buy not only material products but also software, subscriptions, program updates, etc.
Whenever a user faces a problem using an app or other IT product, they call a help desk and ask for assistance. Sometimes there are also chat-bots with several ready solutions and a live agent, if the bot doesn't help, sometimes users can send an email.
Video customer service is the same, but, quite obviously, with some video.
There are several types of it.
- Video chat customer service, when you call the agent and get personal face-to-face support, but via video chat, not a phone.
- Video knowledge base for customer service. It works as a big knowledge base with short videos instead of articles. Users can find a needed tutorial using keywords and watch it at their pace, pausing and rewatching the important moments.
- Customer onboarding videos. It's just a step-by-step video manual on how to install this software, set it up and use it.
- Ticket resolving or technical support videos. While having a live session with a user, an agent can record it and add it to the knowledge base.
- Help desk training videos. Not only do end users need assistance, but fresh help desk agents also have to be educated. It's a good idea to have several live sessions, record them and then use them for the next generations of employees.
- "Thank you" videos. It's not pure support, but it's a good way to send customers a more personalized message, thanking them for being loyal or informing them about new sales/promotions/options.
Why help videos are good
For numerous reasons.
First of all, many people are visual learners. It's much easier for them to see and repeat the steps than sort out complicated written manuals with specific terminology.
Then, video calls make users feel more cared for and supported. This type of assistance is more personal, and an agent can establish a rapport with the user easier.
Another important point, help videos save the company's money. Agents should be paid, while video needs investment only once, and after that, it can be used endlessly without additional costs. The more issues that can be solved without an agent, the better.
Last but not least, video tutorials are an important analytical instrument. You can clearly see which software causes the most issues by analyzing how frequently users watch different videos. Hence you can improve its functionality and solve the problem.
Why help videos are not always good
As with every notion or phenomenon, video tutorials or video calls have their drawbacks. For example:
- Agent video calls need a more stable Internet connection, wider bandwidth, and better agent's soft skills, and are more time-consuming, hence more expensive.
- Video tutorials need additional efforts, such as creating a script, recording (or seizing a screen), and post-production video editing.
- Though many people are visual learners, still not all of them are. Video knowledge base can complete, not replace articles.
Overall, video help support may greatly enhance your customer care experience, but as with almost every improvement, it may be inherent in additional costs.