How to Add Video To Your Customer Support Strategy: 8 Ways

Did you know that if you made video part of your support strategy, you would close your customer support tickets faster? So, what’s holding you back from adopting a video-first approach to your customer service?

Zight | October 06, 2023 | 8 min read time

How to Add Video To Your Customer Support Strategy: 8 Ways

In the world of customer service, exceptional experiences are the gold standard, and that’s where video customer support comes in. Video integration into your customer support strategy means that you can take advantage of visuals to offer direct and fast support to customers when they need it. This would cut the time it takes to resolve a customer issue and provide you with a video resource to use in your knowledge base for any similar issues arising in the future.

Those are not the only use cases that video customer support would help with. In this article, we will discuss more use cases, ways to integrate video into your customer service, and the best software that helps you take quick videos in less than 5 clicks!

What is Video Customer Support?

Video customer support involves using videos as a medium to interact with customers, whether for resolving issues, providing training, or delivering personalized messages. This approach enhances the customer service experience by adding a human touch to digital interactions.

Customer service videos can range from instructional guides to personalized messages from customer service reps. Video customer support will improve the overall customer experience by enhancing communication, providing visual explanations, and making customer interactions more efficient and engaging.

It can be particularly beneficial for complex technical issues, product demonstrations, or when a more personal touch is needed in customer interactions.

How Can You Add Video to Your Customer Service Strategy? Use Zight!

Zight, a flexible communication solution, is the secret to adding a customer service video to your customer service strategy and elevating your approach to a new level. With Zight, you can streamline customer support operations, offer real-time video interactions, and provide top-notch support through demonstrations and video tutorials.

Your customer support agents can easily respond to customers visually using videos with screen recordings, GIFs, and annotations, offering a more personalized and engaging experience. Zight’s intuitive features make it a valuable tool for training new hires and ensuring consistent service quality.

By leveraging Zight to develop your customer service video, you not only enhance the customer experience but also reduce support tickets, saving time and resources. Your customers will appreciate the immediate access to video-based solutions and personalized responses, fostering brand loyalty and trust.

To become a customer service expert, you will need to know how to add videos to your customer service strategy, which, with the help of Zight, is a seamless process. Here are the steps to effectively integrate Zight into your customer service strategy:

Step 1: Sign Up for Zight

Start by signing up for a Zight account. You can typically register on the Zight website or through the Zight app.

Step 2: Install the Zight Extension

Zight often provides browser extensions that integrate with popular web browsers like Chrome and Firefox. Install the Zight extension on your preferred browser.

Step 3: Capture Visual Content

Use the Zight extension to capture visual content. You can take screenshots, record your desktop screen, create GIFs, or capture videos. This is particularly useful for demonstrating processes, troubleshooting issues, or providing visual explanations.

Step 4: Annotate and Enhance

Zight offers annotation tools that allow you to add text, arrows, shapes, and highlights to your visual content. Use these tools to provide clear and concise explanations.

Step 5: Share with Customers

Once you’ve created and annotated your visual content, use Zight to share it with your customers. You can often generate shareable links or embed the content directly in emails or support tickets.

Step 6: Use in Customer Interactions

Incorporate the visual content created with Zight into your customer interactions. For example, you can include video tutorials responding to customer queries, share annotated screenshots to guide customers, or send GIFs to demonstrate specific steps.

Step 7: Provide Training

Train your customer service team on using Zight effectively. Ensure they are proficient in creating, annotating, and sharing visual content to enhance customer interactions.

Step 8: Monitor Results

Continuously monitor the impact of using Zight in your customer service strategy. Look for improvements in response times, issue resolution, and overall customer satisfaction.

8 Ways to Add Video in Customer Support

You will need to use unique ways to harness the potential of customer service videos in your customer support strategy. These methods have been proven to elevate customer satisfaction, boost team performance, and leave a lasting impact on your clientele.

From personalized video responses to efficient training modules and visual guides, we will explore how your best customer service videos can transform your customer support operations, making them more efficient, effective, and engaging. Let’s dive in!

1. Create Personalized Video Responses

Video customer support is transforming how businesses interact with their customers, and they seek personalization and genuine brand interactions. It enables personalized and efficient assistance with a visual context for added clarity, resulting in higher customer satisfaction.

Instead of relying solely on text-based responses, consider creating personalized video responses to customer inquiries. Sending personalized video responses to customer inquiries can significantly enhance their overall customer experience.

Luckily, with a great tool like Zight, you can revolutionize customer support by enabling personalized and efficient assistance, resulting in elevated customer satisfaction. This can be achieved by using annotations, GIFs, and screen recordings.

How to Implement:

  • Identify Common Queries: As a customer service professional, analyze customer inquiries to identify frequently asked questions or recurring issues.
  • Create Personalized Videos: Craft short, engaging videos addressing these common queries. Ensure your customer service videos are empathetic and focused on solving the customer’s problem.
  • Integration: Incorporate these customer service training videos into your “Self-Service Knowledge Base” or “Help” section on your website, making them easily accessible to customers.

2. Use Video for Visual Guides

Outstanding customer service is about going the extra mile to assist and delight your customers. Visual guides through customer service training videos can help you achieve this.

Visual context, such as screenshots and video demonstrations, enables you to guide customers through complex processes or demonstrate product features, delivering extraordinary customer experiences.

Interestingly, businesses that provide great customer service through visual context experience a 30% increase in customer loyalty and repeat purchases.

How to Implement:

  • Identify Pain Points: Identify areas where customers often struggle or require guidance.
  • Create Engaging Videos: Craft informative videos that walk customers through these processes or features in a user-friendly manner.
  • Enhance Engagement: Share these customer service videos on your support portal to engage customers effectively.

3. Implement Video-Based Training

Investing in the training of your customer service reps is paramount to delivering top-tier support since well-trained customer service representatives are the backbone of companies.

Therefore, investing in customer service training videos is a must to ensure that your customer service reps are well-equipped to provide excellent customer service support.

These videos are cost-effective yet highly efficient ways to equip your customer service teams with the necessary skills.

How to Implement:

  • Identify Training Needs: Assess your customer service team’s skills and knowledge gaps.
  • Develop Video Modules: Create engaging modules that cover essential customer service training topics.
  • Track Progress: Monitor your team’s progress and ensure they complete the training modules.

4. Enhance Key Skills with Video Scenarios

Effective customer service hinges on essential skills such as active listening and problem-solving are best learned through practical scenarios. Video scenarios allow your customer service agents to witness these skills in action.

How to Implement:

  • Identify Key Skills: Determine which skills are critical for your team to provide extraordinary customer service to your target audience.
  • Scenario Creation: Develop video scenarios that exemplify these skills in real-life customer interactions.
  • Training Sessions: Use these customer service training videos in training sessions to help your support team understand and practice these skills.

5. Strengthen Your Team with Video Training

Your customer service team is the face of your business, and their communication skills directly impact customer satisfaction. Video can play a vital role in creating cohesive and customer service professionals. Studies show that businesses investing in video training experience a 20% increase in first-call resolution rates.

How to Implement:

  • Assess Team Skills: Evaluate the skills and performance of your video customer service team.
  • Create Skill-Building Videos: Develop videos that enhance specific skills or knowledge areas.
  • Regular Training: Implement regular customer service training sessions using these videos to ensure continuous improvement.

6. Enhance Engagement with Video Content

Customer engagement is a key metric in the world of customer support. The best customer service videos should have a substantial impact on customer engagement. In fact, businesses that utilize good customer service videos see a 30% increase in customer engagement rates on their support platforms.

How to Implement:

  • Identify Engagement Opportunities: Determine points in the customer journey where engagement can be enhanced.
  • Create Engaging Videos: Develop informative, entertaining, and relevant videos for customers’ needs.
  • Promote Videos: To encourage engagement, share the customer service training videos through various customer touchpoints.

7. Efficiently Resolve Complaints with Video Solutions

Incorporate a customer service video to provide clear, step-by-step solutions to common complaints. This not only saves time but also enhances the overall customer experience.

Handling customer complaints is a critical aspect of excellent customer service and support. Businesses that utilize video for complaint resolution experience a significant 40% decrease in resolution time. This saves time and enhances the overall good customer service experience.

How to Implement:

  • Identify Common Complaints: As a customer service rep, you should analyze the most frequent customer complaints and issues.
  • Create Video Solutions: Develop videos that provide step-by-step solutions to these common problems.
  • Streamline Resolution: Use good customer service videos to efficiently resolve complaints and minimize customer frustration.

8. Create Memorable Experiences with Personalized Videos

Exceptional customer experiences go hand in hand with the success of most businesses, thanks to the human connection. Fortunately, videos can play a pivotal role in achieving this goal. Personalized videos create a sense of exclusivity and loyalty among customers. Statistics reveal that personalized videos lead to a 25% increase in brand loyalty.

How to Implement:

  • Identify Moments for Personalization: Identify key touchpoints in the customer journey where personalized videos can make a difference.
  • Craft Personalized Videos: Create videos that address the customer by name and offer tailored solutions or recommendations.
  • Deliver Videos Strategically: Send personalized videos through email or other communication channels to create a memorable experience.

Conclusion on How to Add Video to Your Customer Support Strategy

If you have reached this far in our article, you now know that the future of customer support is undeniably intertwined with video. TED talker John Boccuzzi believes customer service is one of the greatest marketing tools a brand can invest in. He believes that teams should give customers what they need, not what they think they want, which will often solve problems they didn’t know they had.

So, by harnessing the power of video customer support, you can save time for both customers and support agents while cultivating better and more meaningful conversations. So why wait? Start adding customer service videos to your customer support strategy.

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