5 Reasons Customer Support Teams Need Video

Replying to customers’ inquiries with a video shows them exactly what you mean in a personal, clear, and scalable way. Similarly, when a customer sends a video to demonstrate their problem, your customer support team can resolve the issue quickly, delivering an outstanding customer experience.  In a world where customer support is traditionally deemed a…

Zight | December 29, 2021 | 7 min read time

Article Last Updated: September 12, 2023

5 Reasons Customer Support Teams Need Video

Replying to customers’ inquiries with a video shows them exactly what you mean in a personal, clear, and scalable way. Similarly, when a customer sends a video to demonstrate their problem, your customer support team can resolve the issue quickly, delivering an outstanding customer experience. 

In a world where customer support is traditionally deemed a cost center–yet consumers demand prompt and efficient support daily–customer support teams must overhaul their workflows to ensure efficiency while keeping customer interactions personal. Kevin Leonor notes, “we must onboard and train our customers to think how support thinks. Train the customer to give specific dates and times, show screenshots or video capture, and steps on how support can replicate the issue to attempt a fix.”

That’s where video communication comes in handy!

And although sending clients videos is an excellent customer support process, encouraging your clients to send you videos is where the real efficiency lies. 


5 Benefits of Customer Support Videos

For a long time, sales professionals and marketers have known videos can explain complex concepts effectively. It’s time for customer support teams to embrace it, too.

You can leverage video to explain complicated concepts and immense quantities of information in little time. For instance, let’s say you want to learn how to tie your shoelaces. However, it might take thousands of words to explain the entire process, and the written descriptions of every step may confuse you. So instead, you could just watch a 20-second GIF and tie those shoelaces like a pro.

“How-to” is one of the top five categories on YouTube. People often turn to this category to get answers to many questions, from learning how to tie shoelaces to how to use various products. 

In fact, 68% of people prefer watching a video to solve an issue with a product instead of contacting a company’s customer support team. And because 42% of customers are ready to pay as much as 16% more for products with a welcoming and friendly experience, then you must revamp your customer support workflows.

Good customer support videos deliver knowledge and information in a digestible manner. In addition, the best customer support videos create personal connections between customers and customer support reps, making customers feel heard and appreciated, ultimately reducing churn rates and improving customer retention rates.

Ready to learn how incorporating videos in your customer support workflows can help you improve customer satisfaction and loyalty? Let’s get started.

1. Saving Time for You and Your Customer

When a customer includes a quick video, for example, to accompany their customer support ticket, you and your customer support team can swiftly identify the root problem and deliver a faster resolution. 

A screencast or screenshot of the problem eliminates the need for the endless back-and-forth. Also, it eliminates the antiquated customer support experience of combing through a wall of text documenting the issue. 

Most probably, you know that it’s never easy to describe technical issues in writing, and it’s frustrating for customers at a time when they’re unhappy with your product. However, asking customers to send you a vido means you can provide troubleshooting steps quickly. This leads to faster customer support response times, saving time for you and your customers.

By leveraging Zight (formerly CloudApp), a powerful video communication software, the customer support team at Outreach saves 21 hours every week. The team uses Zight (formerly CloudApp) for bug reporting and fixes, causing improved customer satisfaction and increased bug reporting. Zight (formerly CloudApp) makes bug reporting easier and faster because it only takes a few seconds to record the “Steps to Reproduction,” reducing miscommunication. 

So, videos offer high levels of clarity which customers highly appreciate. Sometimes, sending quick videos prevents Outreach’s customer support reps from hopping on a phone call to explain some things. Instead, it saves the team time, helping them focus on more strategic tasks. 

2. Live Video Chat

Sometimes, pre-recorded videos don’t cut it, mainly when a one-on-one interaction is a fundamental part of your customer experience. Here, videos become even more critical. Live video chat lets you connect with your customers on the other side of the world to offer them the same level of support and care they’d receive if they walk into a physical location. 

Premium businesses that want to deliver excellent customer experiences have the most to gain from live video chat support. For example, personalized live video chat facilitates purchases with massive price tags. Live video chat also provides a better way to deliver tailored product implementations that need advanced troubleshooting than basic how-tos.

Further, live video chats interactions improve customer loyalty. Lack of personalization makes over 64% of consumers feel more like customer support tickets than human beings when working with customer support teams. Thus, if you want to improve customer loyalty, you must establish a human connection with your clients to allow them to feel heard and valued.

Putting a face to your messages and communication channels will enable your support agents to build lasting relationships with your customers and deliver better customer experiences. Live video chat lets customers see your team’s smiles, eye contact, and facial expressions that showcase empathy and provide the invaluable human aspect missing from most communication mediums. 

3. Webinars

Webinars have become quite popular in the customer support world because they seamlessly address common issues in a unified and single platform. Well-designed webinars deliver interactive and engaging content that shows how to use a product or service, and they walk customers through common issues they’re facing. Also, they’re ideal for showcasing your talented customer support agents and their personable demeanors as they help your customers through a specific problem or product. In addition, they’re easy to create and strategize around, especially if you take advantage of customer feedback and listen to what your existing customers are saying.

4. Video Tutorials

Video tutorials can help your customers get basic questions about how products work answered within a few minutes. Also, they eliminate customer frustration because many consumers prefer to watch them over reaching out to customer support reps. 

Suppose you want to eliminate customer frustration using tutorials. First, identify common pain points and review your customer support queries. Then, if there’s one issue customers are constantly bringing, create a short tutorial video to explain how customers can resolve it. 

In today’s digital world, customers are more likely to engage with brands that offer learning materials in the form of video. Unbounce reports that adding a video on your landing pages can improve your conversion rates by up to 80%. 

Fortunately, there are many types of video tutorials you can leverage to improve your conversion rates, including:

  • Video training with an instructor. These instructor-led video tutorials are ideal for complex concepts. Often, digital marketers and support teams use them to explain industry challenges, solutions, and benefits of certain products, apps, or software.
  • Product demonstration videos. These are close-up video recordings of someone using your products or interfaces. 
  • Customer-generated videos. Customers themselves create this type of video tutorial.

5. On-Demand Video 

What if you want to see specific information from your customers but don’t have enough time for a one-on-one call? What if you’re going to send instructions to customers but don’t have a pre-recorded video?

On-demand video sharing allows you to communicate with your customers over the video while eliminating the need to speak with them in real-time. For instance, a client may send a help ticket with a screen recording attached to it. Then, your customer support team can respond with a video recording showing the customer the exact steps they need to resolve their problem. 

And when a client submits a customer support ticket with an issue after using your product, you can ask them to record their microphone or screen for exact details about their case. It allows you to understand what they’re experiencing while still allowing your customer support team and the customer to respond at different times that suit their schedule. In addition, your customer support team can create a screen recording for that customer to walk them through how to resolve that issue. 


Final Thoughts

In a video-fueled world, visual communication is more critical than ever before. Research shows that video is more efficient than text and emails in helping customers understand complex concepts. Creating and using video to offer a better customer experience is pretty easy, and your customers will appreciate any way your customer support team can communicate instructions visually. 

Visual customer support helps your customers resolve problems on their own and reduces customer support tickets significantly while improving resolution time. And all that leads to satisfied customers, ultimately improving customer loyalty and retention rates. 

Ready to chat with us about how to save time, money and help your team communicate better?