Wyzowl Video Marketing Blog

How to Use Video to Reduce Your Support Queries

 

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Did you know that failure to resolve problems in a timely manner is one of the top two reasons for customer loss?

It’s pretty much an unavoidable fact that your customers will occasionally have problems that require your help. But dealing with those problems as they arise is often hard work, particularly as you grow – swallowing up precious time and budget.

If this sounds a familiar problem – have you considered video?  It can be a great way to give your customers the tools to solve their problems under their own steam. Wyzowl’s own Nicola explains more in our latest video…

 

Full Transcript

One of the many benefits of video marketing is its capacity to reduce your support queries.

Giving your customers the tools they need to resolve their own problems, will save you TIME, and actually increase customer satisfaction.

Let me explain.

Human beings are a stubborn bunch and we generally don’t like asking for help.We certainly don’t like WAITING for help.

Video is a powerful learning tool, combining both audio and visual elements to engage different learning types. And because it’s publicly accessible online – customers can solve their problems, there and then. Easy peasy.

So here are a few ideas to harness the power of video to help cut your support queries – saving your time, and your customers sanity!

1. Screen record – Show and tell!

You can help online customers get the most out of your website, app or service by using screen capture to physically show them where to click and how to use your service.

One of our clients, Mavenlink, have done this to great effect. They’ve created a range of videos which are designed to show EXACTLY how certain parts of their system works – so, let’s say a customer is struggling to use the time tracker tool – previously they might have had to call Mavenlink’s awesome support team or raise a support ticket. Now they can just watch the video and follow the directions – they can see and hear in real time where they should click and how it works. Too easy!

2. Get animated – Instructions, but better!

We’ve all undergone the hassle of THESE – nobody enjoys reading instructions. They’re hard to follow and only give you part of the story.

Our friends at Crucial knew their customers might be put off or intimidated by the idea of actually installing their hardware. So, we helped them create a series of straightforward, accessible animated videos outlining the process, step-by-step.

3. Set up an online knowledge base

Did you know that 51% of consumers say they’d prefer to receive assistance via an online knowledge base?Again – customers love to find their own way out of a jam.

Video is a central part of this kind of resource. Accompany your video content with blog articles, infographics, instruction manuals and guides and you’re definitely going to be onto a winner. Make it easy to navigate and help your customers find exactly what they’re looking for – soon, you and your support team will be twiddling their thumbs!

Thanks for watching!

So, there you have it; 3 video-tastic ideas to massively cut your support queries. We’ve created even more resources to help you out from here. Head to our Resources page and check out our e-books, ‘The Ultimate Guide on How to Create the Perfect Explainer Video,’ and ‘Top 10 Ways to Wow Your Customers with Great Customer Service!

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Adam Hayes

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