October 21, 2020·10 min read

From support tickets to knowledge bases to customer onboarding, customer service videos help make the resolution process faster, simpler, and more cost-efficient.

A few years ago, I had a full load of laundry to do, but my washing machine wouldn’t start. Faced with the prospect of an expensive professional repair (and wearing dirty clothes for the next few days), I took things into my own hands.

I found a helpful YouTube video diagnosing the problem. Following the video’s instructions, I was able to fix the machine’s faulty door sensor for the low cost of a single cable tie.

Stories like these are the new normal of customer support. Customers want quick and timely resolution to their issues—preferably in an easy-to-digest format. 82% of people have quit a brand because of poor customer service experiences. In order to keep your customers, you need to provide an amazing level of support.

Video is the perfect way to deliver quicker and more effective solutions to customer woes. It speeds up the resolution process. It makes customers happier with their support experience. It even boosts customer retention by helping them get more out of your product or service.

In this guide, we’ll scope out the benefits of customer support videos, then dive into ways you can weave video into every part of your support framework.

  1. Contents
  2. 1.The Benefits of Customer Service Videos
  3. 2.Build a Video Knowledge Base
  4. 2.1How a Video Knowledge Base Boosts Your Video SEO
  5. 3.Resolve Support Tickets with Video
  6. 3.1Asynchronous Video Support
  7. 3.2Live Video Support
  8. 3.3Getting Ahead with Video Customer Service
  9. 4.Send Thank You Videos
  10. 5.Create Customer Onboarding Videos
  11. 6.Optimize Support with CRM Integration and Video Analytics
  12. 6.1Support CRM Integration
  13. 6.2Video Analytics

The Benefits of Customer Service Videos

Marketers and sales professionals have long known how great video is for explaining things. It’s time for customer support to embrace it, too.

Video explains huge quantities of information in very little time. Say you need to learn how to tie a bow tie. It could take hundreds of words to explain the process, and the written descriptions of each step might not be clear to the reader. Or you could watch a 10-second GIF, tie that tie like a pro, and arrive at your event on time.

GIF showing how to tie a bow tie

“How-to” is one of the top four categories on YouTube. It’s often the first place people go to get answers to all kinds of questions, from tying bow ties to learning how to use a product.

68% of people would rather watch a video to solve a problem with a product or service instead of getting in touch with the business’s support team. And when 42% of consumers are willing to pay as much as 16% more for a product with a friendly, welcoming experience, it’s in your best interest to make your support workflow shine.

And it works! Here at Vidyard, 80% of our customers watch our videos to learn how to use our platform or solve an issue they’re experiencing.

Improve Customer Satisfaction with VideoFrom support tickets to knowledge bases to customer onboarding, video helps make the resolution process fasterSign Up Free