Changing the way customers see your service!
The question is no longer how to get a video online, but how to make
online-video an integral part of your customer service strategy?
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Content is [STILL] King
What customers could previously only read can now be watched. What could only be explained can now be demonstrated. There is simply no substitute for being able to show a customer how to do something.
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Your Customer Service should be MORE than just talk!
Let’s be honest, customers don’t really like calling call centres!! If the product or service doesn’t work or behave as intended and they can’t find what they need online – then of course they will call the call centre, but only because they have no other choice!
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Customers PREFER to self-serve
When it comes to getting help, answers, product advice or troubleshooting, web self-service is the first place customers turn to, but at the same time they have come to expect a lot more from what you offer on your self-service portals.
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Online self-service. A bad EXPERIENCE, not getting better
For companies in nearly every industry, traditional online answer tools such as Help sections and Frequently Asked Questions (FAQs) are actually a terrific idea, but unfortunately they’re failing to live up to customers’ expectations.
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WHY VIDEO? The Web video revolution
Short but useful videos provide information in a rich format that is often easier and faster for customers to understand, replicate and share than written content.
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Don’t waste my TIME!
The one thing that all customers seeking help have in common – their time is valuable and so they want a quick solution to their problem. A slow answered phone call or email response is an experience killer!
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