How to Use Video to Enhance Customer Service

Professional videos are a great way to tell your company’s story, build trust with potential customers, and showcase your products or services. In fact, video marketing has become one of the top digital marketing strategies for promoting businesses and increasing sales. But what you may not realize is that video can also be used to boost your customer service efforts. Today, we’ll take a look at how video can solve and prevent problems with customer satisfaction and enhance your overall customer support strategy.

How Videos Can Help You Manage Customer Service

All businesses want to make sales, but selling a product or service without providing a thorough description isn’t a smart way to do business. When customers don’t know exactly what they’re getting, their expectations may not align with reality, which results in dissatisfied customers. For example, let’s say you own a business that offers various levels of membership. You’ll want to be clear about what exactly each type of membership includes, or customers may purchase the wrong one for their needs.

Explainer videos can be used to introduce products or services. By creating a clear, concise video (around 60 seconds is recommended) explaining exactly what a product or service entails, you can manage customer expectations and help visitors buy with confidence. Explainer videos can be placed on landing pages, your website’s home page, social media, or prominent product/service pages.

Additional benefits:

• Engaging. Video provides you with a unique opportunity to feature your products in an engaging, eye-catching way. Rather than simply tell your customers how great your product or service is, you can show them with a video that captures and holds their attention.
• Prove Your Claims. Your products or services solve a problem or fulfill a need for your customers. Through video, you can explain how your product or service will benefit your audience and back up your claims with a demonstration.
• Highlight Key Product Features. If your product includes some unique features you want customers to know about, video can help you highlight them. Video allows you to showcase specific features or benefits without an over-the-top sales pitch.

Tip: a great way to set up an explainer or product demonstration video is by addressing a problem, introducing your product or service as a solution, and closing with the benefits that are unique to your company.

Click here to see an example of a great explainer video, featuring a product that Sun Control MN wanted to further explain to their own customers.

How Video Can Help You Enhance Customer Services

Imagine you just made a trip to IKEA for a new dining room table. When you get home and prepare to put the table together, you realize that you don’t understand what all of the parts are for. Would you rather read a pamphlet of instructions or watch a short video to learn how to assemble the table? More and more consumers these days are leaning toward video.

Support and how-to videos offer a modern solution to owner manuals, PDFs, or printed guides that can be time-consuming or even frustrating for customers to read. They’re also much more convenient and impressive than having customers call your company’s support line or reach out via email. Because if there’s one thing that’s important to all of your customers, it’s their time.

Creating a series of simple, easy-to-digest support videos will help you give your customers the tools they need to solve their own problems. Not only will this save valuable time and money for your business, it enhances the customer experience because they’re also saving time by getting issues addressed quickly.

Tip: analyzing previous queries is the best way to determine what to address in your support videos. By identifying the most common problems and frequently asked questions your customers experience, you’ll greatly reduce the number of support tickets you receive while improving the overall customer experience.

Click here to watch a brief example of an impactful support video from Apple.

Final Thoughts on Using Videos with Your Customers

Creating high-quality video content can be a major commitment, both in terms of time and resources. Ensure the best ROI by creating strategic video content that is tailored to your goals and target audience. Read more about what you should keep in mind as you develop your video marketing strategy, and check out how video is changing the way we view marketing.

Ready to start exploring video marketing options for your business? At Triton Commerce, we specialize in professional images and videos that capture your audience's attention and portray your business in the best light possible. Contact us today to learn more about our process