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7 Ways to Use Video for Customer Support & Retention

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Article Summary:Video has become an increasingly important tool for customer support and driving customer retention. With today's customers expecting quick resolutions on their preferred channels, video can be highly effective at resolving issues and keeping customers happy.

Video has become an increasingly important tool for customer support and driving customer retention. With today's customers expecting quick resolutions on their preferred channels, video can be highly effective at resolving issues and keeping customers happy.

Here are 7 key ways companies can leverage video for superior customer experiences:

1. Personalized Assistance

Nothing builds rapport like seeing a friendly face. Video calls allow support agents to have personal interactions with customers, build trust, and get a sense of non-verbal cues that text alone cannot provide1. Customers feel more understood when issues can be demonstrated visually.

2. Streamlined Troubleshooting

Many customer problems, especially with technical products, are easier to solve when both parties can see the same thing. With screen sharing through video, agents can walk customers through step-by-step resolutions in real-time2. This is much more efficient than lengthy descriptions over chat or phone.

3. Omnichannel Support

Customers want support on their preferred channels like messaging apps. Integrating video into platforms like live chat gives customers another convenient option to get visual help instantly3. It also allows agents to seamlessly transition chat sessions into video for complicated issues.

4. Self-Service Videos

Pre-recorded instructional videos are a powerful self-service tool. Companies can create video libraries for common FAQs, how-to guides, and product tutorials for 24/7 reference. This reduces agent call volume and helps customers solve issues independently.

5. Customer Onboarding

Especially for complex products or services, video is ideal for demonstrating key features to new customers. Personalized virtual walkthroughs and demonstrations help customers learn products faster for higher satisfaction.

6. Post-Sales Engagement

Keep customers loyal by using video for post-sale support like new feature announcements, updates, and promotions. Customers are more likely to watch engaging videos than read lengthy emails.

7. Analytics & Quality Control

Leverage video recordings to review agent calls for quality assurance, identify training gaps, and glean insights into common customer pain points. Recordings also provide evidence to resolve disputes.

Udesk provides a robust video chat solution that is ideal for businesses looking to enhance their customer support with video. Our video chat platform seamlessly integrates with all major live chat and customer support systems, allowing agents to transition chat conversations into video for visual assistance. With features like screen sharing, recording, and analytics, our video chat enables efficient troubleshooting and personalized video interactions between customers and agents. It also offers customizable branding and integration options so businesses can deliver video support that is on-brand and seamless for customers.

Udesk's video chat is a powerful tool for any company seeking to drive deeper customer connections and higher satisfaction through video-based customer care.

Take our Video Chat for a spin—for free—to see how it can work for your business.

Video Chat

The article is original by Udesk, and when reprinted, the source must be indicated:https://www.udeskglobal.com/blog/7-ways-to-use-video-for-customer-support-retention.html

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