Imagine trying to explain how to make a paper airplane with text alone. Not easy is it?
Communicating with text is mostly wonderful, but visual aids can go a long way in so many cases. In this article we go through six ways that you can use video to improve your CSAT Score, reduce your time to resolution, and improve the overall experience for your customers.
- Send customers quick videos guides
- Make it easy for customers to send you screen recordings
- Use session replay tools to see what customers were doing before they got in touch
- Walk them through blog post or resource
- Add videos to your knowledge base
- Use videos when reporting bugs or escalating tickets
Send customers quick videos guides
When trying to explain a multi-step process, you can save time and give your customers a better experience by sending them a quick video of the exact steps they need to take.
Lightweight tools like Loom and Screencastify make it super quick & easy to record and share videos of your screen. They provide more context than a series of annotated screenshots while still giving your customers fool-proof instructions to follow.
If you're camera shy, you've got nothing to worry about as you can just recording your screen and provide audio instructions, without recording your webcam.
Make it easy for customers to send you screen recordings
Sometimes customers struggle to explain exactly what they're struggling with, especially if they're less tech-savvy. Giving them a super-easy way to show you their screen saves them from having to type out their issue and means you quickly get the context you need without the back-and-forth.
Screenjar gives your customers an easy way to send you screen recordings without having to download/install anything. Not every customer will be comfortable with sharing their screen, but some would much prefer it to trying to explain their issue with text, so it's worth giving them the option and letting them decide. At the end of the day, the sooner you understand what they're struggling with, the sooner you can help them.
Use session replay tools to see what customers were doing before they got in touch
If they don't provide enough detail to give you a good understanding of what their issue is, the session recordings might give you the extra information you need. The great thing about this approach is that you don't even need to ask customers for more information as everything you need has already been recorded.
Some session replay tools have integrations with customer support tools (e.g. the Fullstory Zendesk integration) which makes it even easier to figure out what let customers to get in touch.
Walk them through blog post or resource
Instead of sending customers a link to a knowledge base article or blog post, make it personal by recording a quick video of the resource and talk through how best your customer can make use of it for their particular situation. This makes it more personal and increases the chances that your customer understands the resource and puts it to good use. It also shows that you're willing to spend some time to help your customers.
Add videos to your knowledge base
People have different preferences when it comes to following instructions online, so you shouldn't rely on video alone, but it can supplement your articles nicely.
As with guides you record and send to customers individually, these videos don't need to be highly produced. If the product you're supporting is changing frequently, including simple videos that are updated more frequently is better than having well produced, polished videos that are out of date.
Use videos when reporting bugs or escalating tickets
When escalating tickets or reporting bugs to your product team, a quick video of the steps that led to the bug will likely provide all of the information needed to ensure the problem gets fixed swiftly.
Your development team will truly appreciate the extra context video provides and your customers will be glad that the bug got fixed sooner.